Case Study: Goody handles 3x holiday conversations and 42% of chats with Siena
Key results
The challenge
Goody, a corporate gifting platform with 450+ brand partnerships, needed to maintain fast, on-brand customer support through the holiday season surge and provide round-the-clock coverage. Leadership was initially cautious about adopting AI in customer-facing conversations.
The solution
Goody deployed Siena to handle a large share of conversations in its brand voice and to provide 24/7 live-chat coverage. The agent absorbed routine holiday volume while the team focused on higher-touch cases.
“This is better than things that I would have written.”
MJMiles JohnsonDirector of CX, Goody
The results, in context
Goody reported handling 3x more conversations during the holiday season and 42% of all customer conversations with Siena, while maintaining a 5-minute response time on live chat despite the surge. Round-the-clock support became possible without adding overnight staff.