Multichannel agent deployment
Deploy one agent across voice, chat, email, SMS, and WhatsApp. The product overview states support for 59 languages and availability around the clock.
Sierra
Paid
A conversational AI platform for building, deploying, and improving business customer-service agents.
What is Sierra?
Sierra is a conversational AI platform for businesses to build and operate customer-facing agents. Agents can handle customer conversations across voice, chat, email, SMS, and WhatsApp, connect with business systems to complete tasks, and support 59 languages. Sierra also provides tools for teams to analyze agent performance, investigate conversations, test behavior, and monitor decisions. Its Horizon capability extends agents to long-running work, using customer context and new signals to coordinate actions over days or months.
What can Sierra do?
Agent creation with Ghostwriter
Build or modify agents by describing desired behavior or providing materials such as standard operating procedures, transcripts, photos of whiteboards, and audio recordings. Ghostwriter supports workflows, system integrations, guardrails, tone, and style.
Business-system task handling
Connect agents to systems of record so they can carry out customer tasks such as processing an insurance claim, returning an order, or originating a mortgage.
Performance analysis and experimentation
Review metrics including customer satisfaction and case resolution, investigate report data in Explorer, categorize conversations automatically, and test variations in conversation design.
Agent monitoring and auditing
Monitor conversations for issues and review the reasoning behind agent actions, including knowledge sources and systems accessed. Alerts can be integrated with existing tools.
Long-running journey orchestration
Horizon uses signals, customer context, and persistent memory to plan and execute work over days or months, with consent-aware outreach and configurable guardrails.
Use Cases
“Resolve customer requests across channels”
Businesses can use an agent to handle customer conversations on channels such as voice, chat, email, and WhatsApp, while connecting to operational systems to complete requests like returns or claims.
“Build or update an agent from team materials”
Customer experience teams can describe intended behavior or provide existing procedures and conversation examples for Ghostwriter to use when creating or modifying agent workflows.
“Find causes behind performance changes”
Analysts can use reports, customer-satisfaction and resolution metrics, conversation tagging, and Explorer investigations to understand emerging trends and identify areas for improvement.
“Coordinate a multi-step healthcare journey”
In Sierra's Horizon example, an agent schedules a cardiology appointment, responds to a prior-authorization denial, coordinates a request for clinical notes, and follows up after approval.
“Test changes to conversation behavior”
Teams can experiment with elements such as handoff rules or levels of determinism, then use engagement and satisfaction measures to evaluate the variations.
Frequently Asked Questions
Which customer channels can Sierra agents use?
The product pages list voice, chat, email, SMS, and WhatsApp. The product overview also states that agents support 59 languages.
Can agents complete tasks in business systems?
Yes. Sierra describes securely connecting agents to systems of record, such as order-management and CRM systems, so agents can handle tasks from start to finish.
How can teams create an agent?
Ghostwriter lets teams describe the desired behavior or provide materials such as procedures, transcripts, whiteboard photos, and audio recordings. It can configure workflows, integrations, guardrails, tone, and style.
How does Sierra support agent improvement?
Teams can review reports and key metrics, investigate conversation trends with Explorer, run experiments on conversation design, and monitor or audit agent actions.
What is Horizon used for?
Horizon is for work that spans multiple interactions or extended periods. It uses signals, customer context, and memory to plan and coordinate next steps across a journey.
Quick Facts
- Product category
- Conversational AI platform
- Primary users
- Businesses and customer experience teams
- Deployment channels
- Voice, chat, email, SMS, and WhatsApp
- Languages
- 59, according to the product overview
- Agent-building tool
- Ghostwriter
- Long-running agent capability
- Horizon
Sierra Traffic Analysis
Traffic data is for reference only.
- Domain Rating
- 76
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