Can AI customer service actually grow a Shopify store?

Andrei Negrau, co-founder and CEO of Siena AI, told me about a CPG brand that kept seeing the same thing in its support conversations. Customers were asking for smaller sample sizes. So the brand built a sample version of every product. Andrei says that one pattern generated millions in sample sales in 2025, before counting the people who then upgraded to full size. No survey. No focus group. The answer was sitting in tickets they were already closing.

So if you're asking yourself "how do I use AI on my Shopify store for something other than answering tickets?" or "what is my support data actually telling me?", this episode is for you. Andrei has been building autonomous CX agents since 2023, and Siena works with brands doing $20 million a year all the way up to brands doing billions.

💡 KEY TAKE-AWAYS:

- The CPG brand that found one repeated request in its own support tickets and turned it into millions in new product revenue.
- Why Andrei calls Ask Siena "Claude Code for CX", and the kind of question it answers that Shopify Sidekick can't.
- Siena's HexClad case study shows automation up 65% and tickets routed to humans down 20% in 60 days. Andrei says the software wasn't the reason.
- The single question that tells you which AI tool to use for which job. It has nothing to do with the model.
- What happens when a customer uploads a video of a broken product, and whether AI can tell they faked it to get a refund.
- I pitched Andrei a "true fan module" live on the mic. He started working out how much of it Siena can already do.

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