Sierra

What is Sierra?

Sierra is an enterprise customer-experience platform for building AI agents that can answer questions and complete service tasks. Organizations define goals, policies, tone, knowledge, tools, and escalation rules, then connect the agent to customer data and operational systems. The agent can act on a customer's behalf rather than only return a text response.

A single Sierra agent can operate across chat, SMS, WhatsApp, email, voice, and ChatGPT. The platform includes agent development, testing, monitoring, traces, data controls, and tools for improving performance over time. Businesses should apply human review and strong authentication to consequential actions involving identity, payments, account changes, regulated information, or customer rights.

How to Use Sierra

1. Choose a customer journey with clear policies, available systems, and measurable outcomes.
2. Connect approved knowledge, customer data, and tools with least-privilege access.
3. Define the agent's voice, goals, prohibited actions, authentication, and escalation paths.
4. Test normal, ambiguous, adversarial, and high-risk conversations before launch.
5. Monitor traces and outcomes, review failures, and update policies through controlled releases.

Core Features

• Action-oriented customer agents: Answers questions and completes supported service transactions.
• Omnichannel deployment: Reuses one agent across chat, SMS, WhatsApp, email, voice, and ChatGPT.
• Business-system integration: Connects the agent to customer records and operational tools required for resolution.
• Agent development and testing: Supports building agents with or without extensive engineering involvement.
• Monitoring and traces: Exposes agent decisions, intent classification, supervisor actions, and conversation outcomes.
• Data and policy controls: Helps enterprises govern the information and actions available to each agent.

Use Cases

• Customer support: Resolve common questions and complete approved account-service workflows.
• Subscription management: Handle plan questions, retention conversations, and permitted account changes.
• Order and travel service: Check status, update supported details, or guide customers through transactional journeys.
• High-volume contact centers: Provide consistent service across channels while escalating exceptions to human teams.

Pricing

Sierra uses outcome-based pricing, positioning fees around completed value rather than seats or message volume. It does not publish a standard public rate card. Enterprise buyers need a tailored proposal based on use cases, outcomes, channels, integrations, security, data, and support requirements.

Frequently Asked Questions

Is Sierra only a chatbot?

No. The platform is designed for agents that can use business systems and complete approved customer-service actions.

Can one agent work across several channels?

Yes. Sierra lists chat, SMS, WhatsApp, email, voice, and ChatGPT as deployment channels for a unified agent.

Should agents perform sensitive account actions without verification?

No. Organizations should require appropriate authentication, authorization, policy checks, auditability, and human escalation for consequential actions.