Overview
Sierra builds AI agents for customer experience across voice and digital channels. Its platform connects customer conversations with the business systems and procedures needed to complete an interaction, with tools for building, testing and improving the agents.
What Sierra does
Sierra lets a business deploy an agent across chat, SMS, WhatsApp, email and voice. The agent is shaped around the company’s own customer journeys, information and systems, rather than using a generic conversation that ends when a task needs to be completed.
Ghostwriter helps teams build or modify agents from descriptions, procedures, transcripts and other working material. Teams can review the resulting workflows, integrations and guardrails before deployment. Testing and change visibility support the ongoing work of maintaining the agent.
The platform also analyzes conversations to identify issues and opportunities for improvement. Sierra’s model emphasizes outcome-based pricing, but the exact commercial arrangement depends on the customer’s defined outcomes. The customer retains its service policies while Sierra supplies the specialist agent platform and implementation relationship.
Differentiation
Compared with a static chatbot
Sierra connects conversational responses to customer journeys and system actions, with tools for maintaining the agent as the business changes.
Compared with a general agent builder
Its product and implementation model are focused on customer experience, including testing, conversation analysis and the business outcomes of the interaction.
Company details
- Funding
- $950M round announced
