Siena AI

we're hiring our next enterprise AE in NYC to work in office with us and drive AI transformations for the world's best ecommerce brands. hunger and energy matter more than years of experience, dm me. 🚀🌕 jd comments.

Finally got our little token of appreciation from OpenAI. 🫶 I remember the first time we called OpenAI API in 2022. The model hallucinated, the latency was brutal, and we had no idea if any of this would actually work for real customer service. Now we're here. Handling millions of customer conversations for some of the best brands in the world. This one's for the team. For the customers who trusted us when this technology was still unproven. For the partners who helped us push what's possible. Grateful to work on something that matters with people who care about getting it right. I'm so stoked for what we've built, but even more for what's coming next.

This one belongs to our customers. Siena joins the 100 billion token club. We've officially crossed 100 billion tokens processed with OpenAI, joining approximately 140 companies worldwide who've reached this milestone. Every one of those 100 billion tokens represents a real customer conversation you trusted us to handle. Product questions during launches. Order issues on BFCM. Returns during peak season. Complaints that needed resolving immediately. You don't reach 100 billion tokens in customer service through experimentation. You get there because brands trust you with their most important asset: their customers. We're one of the few putting AI directly on the front lines of customer service. Hundreds of thousands of live conversations every day. Real-time. Zero margin for error. To our customers - thank you for believing AI could handle your most demanding work. Thank you for pushing us to be better. This milestone is yours as much as ours. It's still day 1. ❤️

we recently hit 100 billion tokens with OpenAI! 🥳🥳🥳 around 140 companies globally have crossed the 100 billion token threshold with OpenAI. Siena AI is one of them. OpenAI created this award to recognize companies using AI as core infrastructure, not just for experiments. when you process 100 billion tokens, you're running AI in production at scale. you're solving real problems for real customers, day in and day out. what makes Siena different in this group is what we're actually doing with those tokens. most companies in the 100 billion club are using AI internally - consultancies optimizing their own workflows, tech companies building tools for developers, enterprises automating back-office tasks. we're putting AI directly in front of customers. every single day, Siena agents handle hundreds of thousands of customer conversations for brands during their highest-stakes moments - product questions, order issues, returns, complaints. the margin for error is zero. the expectations are sky-high. and it all happens in real-time. that's a different game entirely. you can't fake your way to 100 billion tokens in customer experience. you get there by earning trust. one conversation, one brand, one customer at a time. by handling BFCM rushes without breaking. by resolving complex issues that would normally need three human handoffs. by actually increasing efficiency and reducing costs while improving customer satisfaction. the token count is just a milestone. what matters is what it represents: we've built AI that works in the messiest, highest-pressure environment there is. and we're just getting started!!! stay tuned. PS: so freaking proud of our team and customers!

two years ago, Sara C. and the MUD\WTR team took a bet on Siena AI when we were just getting started. last week at AI lab, she shared something that stuck with me: Siena got so good at their brand voice that she trained her human team to sound like the AI so everyone stays consistent. that's wild. and it's the opposite of how most companies think about AI in customer experience. we spent the roundtable digging into how MUD/WTR actually became AI-forward. what it looks like day-to-day when your CEO backs experimentation, when you're testing new automations every week, when you're handling sensitive health questions and allergen inquiries with AI. Sara talked about their process: set new automations to internal notes first, watch how they perform, then push them live when they're ready. they prioritize what to automate based on what frees up their team to focus on the complex stuff. they expanded from US to UK. they're prepping for holiday 2025 completely differently than last year. their team's work changed - less repetitive tickets, more strategic thinking. the thing that makes them different isn't that they use AI. it's that they treat AI as part of their team. they trained Siena to be casually on-brand, emoji-heavy, authentically MUD/WTR. they use content moderation strategically. they move fast but they don't compromise on quality. Sara's advice for CX leaders facing internal resistance: you need buy-in from the top, and you need a team that embraces testing over perfection. two years in, they are living proof of what's possible when you actually commit to being AI-forward instead of just talking about it. massive kudos! let's go!

my daily founder AI tech stack ✌️ hard to live without at this point Spotify ChatGPT Claude Perplexity Gamma Figma Siena AI OpusClip Notion apple notes Superhuman Mail Wispr Flow Granola gemini Cursor

Introducing Intelligent Follow-ups, Siena’s first proactive capability. For the first time, an AI agent doesn’t just respond to customers, but it proactively manages conversations over time. It’s the shift from Gen 2 → Gen 3 AI agents. Every AI agent today shares the same limitation: they’re reactive. A customer asks to cancel an order, the AI asks for the order number, and when the customer goes silent — it just waits. - Generation 1: Chatbots that answered knowledge base questions — limited and mechanical. - Generation 2: AI agents that execute actions across systems — capable, but reactive. - Generation 3: Proactive agents that manage relationships over time — following up, closing loops, maintaining continuity without human intervention. Building Generation 3 isn’t just a technical challenge. It’s a design challenge. The AI must understand context across time. Did the customer open a new ticket? Did a human step in? Has the issue already been resolved? It needs judgment: when to follow up, how many times, and what feels helpful versus intrusive. And it must craft contextually intelligent messages, not templates, but reasoning about what to say based on the full conversation history. We upgraded our agentic infrastructure to support time-aware reasoning, multi-dimensional monitoring, and contextual message generation. The result is Intelligent Follow-ups an AI agents that detects when conversations go silent, follows up with the right message at the right time, and gracefully closes the loop when customers never return. Intelligent Follow-ups redefines what autonomous CX means. From responding to requests to managing relationships, AI is taking ownership of the customer experience. Check the link in the comments to learn how we built it and why it matters.

today we’re launching Intelligent Follow-ups. aka the first AI agent that doesn’t wait around. let’s start with the problem millions of conversations go silent every day. customer asks to cancel an order, you ask for details, they never respond. ticket sits open forever. multiply that by hundreds and you get inflated metrics, cluttered queues, and wasted money if you’re paying BPOs per open ticket. traditional teams solve this manually. AI agents? they ask for information, then wait forever. the solution when customers go silent after Siena asks for information, she detects the pause, waits for your configured time, and sends a contextually relevant follow-up. if they still don’t respond, she can send up to 3 follow-ups before automatically cleaning up the ticket. Siena writes follow-ups based on the actual conversation, consolidates multiple pending requests into one message, stops immediately if the customer responds or an agent takes over, and skips the follow-up if the customer opened a newer ticket. the impact cleaner metrics. zero inbox clutter. higher autonomous resolution rates. and for the first time, an AI agent that takes ownership of customer outcomes, not just answering tickets! available now for all Siena brands. 🚀🌕 more in Andrei Negrau’s latest blog and let’s chat if you want to see it in action. link in the comments.