To further advance its autonomous AI customer service solution, Siemens has secured a funding of $4.7 million.
Siemens’ solution, Siena AI, currently manages up to 80% of customer interactions in over 100 languages and various channels such as email, text, social direct messages (DMs), and comments. This information was shared in an article published on Thursday, November 16.
Negrau mentioned that within six weeks of its launch, Siena has proven to be as effective as, if not superior to, some of the top human agents of their clients.
Siena is designed to operate as an integrated intermediary within a company’s help desk infrastructure. It utilizes AI Personas to communicate in the brand’s unique tone, execute necessary actions to resolve issues, and make decisions to provide optimal solutions for customer service queries.
Negrau emphasized in the article that Siena sets a new benchmark by allowing businesses to rely on AI for maintaining crucial customer conversations and delivering authentic solutions promptly, akin to human agents.
Businesses implementing Siena have reported significant outcomes, including 79% automation of support tickets, a 60% reduction in response time, and a 45% improvement in resolution time. Moreover, they have observed enhanced sales performance due to the AI’s ability to engage website visitors and address pre-purchase inquiries effectively.
Siemens is planning to introduce new AI products to enhance its capabilities and a knowledge hub to support teams in integrating AI into their customer service workflows.
Negrau highlighted in the blog that Siemens aims to transform customer interactions by creating a conversational experience that mirrors human-like interactions, setting the stage for a more advanced customer experience. The company envisions leveraging attentive AI to redefine contemporary customer experience, thanks to the recent funding.
According to PYMNTS, AI technology is reshaping how consumers engage with brands, revolutionizing customer support by detecting emotions, providing assistance, and facilitating transactions.
