The work
Built and scaled an AI-assisted customer experience operation handling ~30,000 tickets per year across a distributed team in the Philippines. Deployed Siena AI on top of Gorgias to automate deflection, drafting, and triage — achieving 75% full AI resolution and ~90% AI assistance rate while maintaining a 4.8+ CSAT.
Designed the automation logic: what to resolve fully, what to draft, what to escalate. Built SOPs around AI-generated responses to keep quality consistent. Mapped ticket categories to identify where automation could have the most impact — and built systems upstream to reduce ticket volume at the source.
“We’ve never regretted onboarding with Siena.”