👀 Siena Vision

We’re excited to introduce Siena Vision!

Siena Vision is the first-of-its-kind in customer support technology, integrating advanced image processing capabilities with AI reasoning to provide more accurate and personalized customer experiences. Siena Vision unlocks a wide range of benefits and new use cases, enhancing the way support teams interact with and resolve customer queries.

Siena Vision is currently in Beta and is enabled for all accounts. It integrates with Gorgias, Zendesk, and Kustomer.

Capabilities and Real-World Use Cases

• Order and Email Address Extraction: Siena Vision can extract order IDs and email addresses directly from screenshots. This is especially useful when customers reach out from a different email than the one associated with their account, ensuring quick and accurate identification of customer orders.
  
  
• Evidence Collecting for Medium Complexity Scenarios: With Vision, you can instruct Siena when and how to collect image-based evidence, like you would with a human agent. For example, inside the automation instructions you can ask Siena to request specific evidence (like a screenshot or product photo) and then instruct what to do after the collection.
  
  
• Tracking Information: In cases where orders seem to be lost, customers can provide a screenshot of the tracking information. Siena Vision can interpret this data to assist in sending replacements or processing refunds using AI Flows.
  
  
• Refunds for Damaged Products: By analyzing images of damaged products, Siena Vision can work seamlessly with AI Flows to issue refunds.
  
  
• Refunds or Replacement for Incomplete Orders or Wrong Products: By asking customers to send images of incomplete orders or wrongfully delivered items, Siena Vision can work seamlessly with AI Flows to issue refunds or send a product replacement.
  
  
• Replacement for Damaged Orders: In cases where a product is damaged in an order, Siena Vision can interpret image evidence in order to then use AI Flows to send a replacement products, handling a large number of complex scenarios.
  
  
• Refunds for Lost Orders: Customers can send screenshots or proof of orders that are lost or returned to the sender. Siena Vision assists in verifying these claims and AI Flows help process refunds accordingly.
  
  
• Troubleshooting Product Issues: Siena Vision helps in diagnosing and resolving product issues by analyzing images sent by customers.
  
  
• Personalized Recommendations: By analyzing customer-provided images, Siena Vision can offer personalized product recommendations.
  
  
• Handling Warranty Issues: When customers send images depicting warranty issues, Siena Vision can process these claims based on image-based evidence, ensuring accurate and timely warranty service.

Limitations

• File Size and Format: Images up to 20MB in formats like PNG, JPEG, WEBP, and non-animated GIF are supported. For non-supported images
  
  
• Text and Image Clarity: Issues may arise with non-Latin text, small or rotated text, and complex visual elements.
  
  
• Accuracy and Processing Limitations: The model may face challenges with panoramic images, spatial reasoning tasks, and understanding image metadata.

Have any questions about Siena Vision? Please feel free to browse our FAQ page here.

Should you need more guidance, reach out to your Customer Success Manager in order to help integrate Siena Vision into your automation strategy. We're here to help!