Andrei Negrau’s Post

"Siena was our only working agent with Shopify." Here's the unexpected benefit of running an AI-first CX operation. Yesterday, Shopify's admin went down for hours on Cyber Monday. CX teams across the world were locked out. Couldn't cancel orders. Couldn't change shipping addresses. Couldn't do anything but watch tickets pile up. Then we started hearing from customers: Siena is still resolving issues like nothing happened. AI agents don't have to log into dashboards. They talk directly to APIs. When the admin goes down, they don't even notice. We didn't design for this. But watching our customers get through BFCM with zero downtime in their CX ops while everyone else scrambled was a good reminder of why we're building this.