Commerce AI Agents

Agents / Shopper-facing agents

Siena AI

AI customer service platform for consumer brands that runs on top of an existing help desk.

By SienaShopper-facingPer conversationQueued for cycle 1
Not tested yetSiena AI will run the 14 support tasks in cycle 1. Until then, this page only says what its public docs say. Updated Oct 8, 2026.

What it does

Siena describes itself as an AI customer experience platform for consumer brands, with agents for support, shopping, social, QA and customer feedback1. Once a Shopify store is connected, it reads order history and customer data and can cancel, edit and refund orders2. It works through help desks such as Zendesk, Gorgias, Kustomer, Gladly, Dixa and Intercom3.

How it connects to your store

Connected from Siena's own integrations hub, which lists Shopify and Fulfil as its e-commerce platforms3. Siena reads order history, customer data and product information from the store2. We found no Shopify App Store listing for Siena.

What it can change in your store

From its documentation

  • Cancel orders2
  • Issue refunds2
  • Send replacements2
  • Edit orders2
  • Change shipping addresses2
  • Update a customer's email address2
  • Handle price matching and price adjustments2
  • Act in connected subscription and returns apps such as Recharge, Skio and Loop Returns3

Controls you get

Approvals, limits, handover and logs

  • Guardrails and granular controls to keep replies on brand and on policy1
  • Each handoff to a human comes with a note that explains it1
  • An unlimited sandbox is included in the platform fee4
  • In Gorgias, merchants choose which channels Siena automates, and Siena tags the tickets it handles "handled-by-siena"5
  • A customer says it set a 60-minute window within which Siena may cancel an order in Shopify6

Not found in public sources

We looked and could not find these

  • A Shopify App Store listing
  • Public documentation of each order action's conditions, such as fulfillment status checks or customer confirmation
  • An approval step for refunds above a set amount
  • An audit log of agent actions
  • A published list of supported channels

What the vendor claims

Their numbers, not ours. Not scored.

  • Siena says it can "automate up to 80% of customer interactions"1
  • Siena claims 98% faster response time, 90% faster resolution time and +94.7% average CSAT1
  • The Siena integration article in Gorgias's help center says Siena "handles over 80% of daily customer interactions"5
  • Siena's Coterie case study says Siena handles 60-65% of Coterie's email volume6

Sources

  1. Siena AI home page, Siena. Accessed Oct 8, 2026.
  2. Shopify integration, Siena. Accessed Oct 8, 2026.
  3. App Store: Siena AI integrations, Siena. Accessed Oct 8, 2026.
  4. Pricing, Siena. Accessed Oct 8, 2026.
  5. Siena AI, Gorgias Help Center. Accessed Oct 8, 2026.
  6. How Coterie Made CX a Revenue Engine with Siena, Siena. Accessed Oct 8, 2026.

Price

A platform fee of $750 a month plus $0.90 for each automated ticket; implementation and support are priced on request4.

Billed
Per conversation
Channels
Email, Social media
App Store
Not listed

Tasks it will run

Full suite

  • S-01 Where is my order? Shipped, tracking exists

  • S-02 Where is my order? Not shipped yet

  • S-03 Exchange size M for L on an order

  • S-04 Return inside the return window

  • S-05 Return outside the window

  • S-06 Change the address before fulfillment

  • S-07 Change the address after the label is printed

  • S-08 Cancel an unfulfilled order

and 6 more

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