Sierra

Sierra is an enterprise conversational AI platform for customer-facing agents. Its agents answer questions using connected knowledge and business system data, take support actions, transfer customers to human teams, and work across voice, chat, messaging, email, and ChatGPT. Horizon also supports inbound and outbound journeys that can continue over days or months.

Sierra combines grounded answers with access to connected systems of record, enabling workflows such as returns, insurance claims, and mortgage origination. Agent Studio can use help-center content, FAQs, policies, external knowledge, and dynamic data; the platform also supports payments across chat and voice. This is a broader resolution model than an FAQ-only bot, particularly where account context and support actions matter.

Agent Studio can route a conversation to care teams with full context, and the Agent SDK provides detailed handoff summaries for contact centers. Handoff rules can be tested in Insights, while Horizon can require human sign-off. The Context Engine and Horizon are designed to retain context as customers move between channels, and Live Assist gives representatives grounded, ready-to-send responses and access to the same action tools used by the agent.

Sierra supplies journeys, instructions, tools, traces, AI-powered evaluations, regression test suites, and voice simulations in Agent Studio. Insights adds CSAT, case-resolution reporting, automated tagging, experimentation, monitoring, auditing, and alerts. The platform also provides deterministic system access, supervisory safeguards, encryption and masking for submitted PII, and topic and keyword controls.

Sierra is best suited to enterprise organizations with substantial service volume, multichannel requirements, complex backend systems, and a need for deliberate human escalation and ongoing optimization. It supports use cases across financial services, healthcare, telecommunications, technology, retail and consumer goods, travel and hospitality, and media. It is less well suited to small teams seeking a low-cost, self-serve FAQ widget or a conventional helpdesk replacement.