Sierra

• AI customer experience agents capable of resolving customer requests and completing actions across business systems.
• Omnichannel deployment across voice, chat, email, SMS, WhatsApp, and ChatGPT.
• Natural-language reasoning for understanding context, customer intent, and complex service requests.
• Enterprise system integrations connecting agents with CRM, order management, claims, account, and other systems of record.
• Agent development tools for configuring workflows, integrations, guardrails, tone, personality, and business logic.
• Ghostwriter for building or modifying AI agents through natural-language descriptions of desired behavior.
• Explorer for analyzing customer conversations and generating insights and recommendations through natural-language queries.
• Built-in testing, monitoring, and proactive performance insights for evaluating agent behavior and outcomes.
• Multilingual customer experiences supporting 59 languages across supported communication channels.
• Outcome-based pricing model tied to completed and valuable customer-service outcomes rather than traditional software seats.

Sierra

Sierra is an enterprise AI customer experience platform designed to help businesses build and deploy AI agents that interact with customers and complete service tasks. The platform goes beyond answering questions by connecting agents to business systems, allowing them to take actions such as processing returns, handling insurance claims, helping with mortgage applications, and managing other customer requests from start to finish.

AI Customer Experience Agents

Sierra’s core product is its AI agent platform, which enables businesses to create digital customer-service agents with access to relevant business information and operational systems. Agents can understand customer requests, reason about the required steps, retrieve information, and perform authorized actions while following the organization’s configured policies and brand requirements.

Omnichannel Customer Support

Sierra allows organizations to deploy a single AI agent across multiple communication channels. Supported channels include voice, chat, email, SMS, WhatsApp, and ChatGPT. This approach allows businesses to provide consistent customer experiences while adapting the interaction to the channel preferred by each customer.

Complex Customer Requests

The platform is designed for customer-service workflows that require more than retrieving information from a knowledge base. Sierra agents can connect to systems of record and perform tasks on behalf of customers. Examples include processing insurance claims, returning products, helping customers originate mortgages, managing account-related requests, and handling other multi-step service processes.

Enterprise Integrations

Sierra agents can securely connect with enterprise systems such as CRM platforms, order-management systems, and other business applications. These integrations provide agents with access to the information and tools required to complete customer requests. The platform is designed so that AI interactions can be connected to existing operational workflows rather than operating separately from core business systems.

Agent Development

Sierra provides tools that allow customer experience and engineering teams to build and manage AI agents. Organizations can configure agent behavior, workflows, system integrations, guardrails, tone, and communication style. The platform is designed to allow teams to build agents with or without extensive engineering involvement.

Ghostwriter

Ghostwriter is Sierra’s natural-language agent development tool. Users can describe how an agent should behave and use those instructions to build or modify workflows, system integrations, guardrails, tone, and style. This provides a conversational approach to configuring agent behavior instead of requiring every change to be implemented manually through traditional development processes.

Explorer

Explorer provides a natural-language interface for analyzing customer conversations and agent performance. Teams can ask questions about customer interactions and use analytics to identify patterns, issues, and potential improvements. The tool is designed to help organizations turn conversation data into actionable recommendations for improving customer experiences.

Testing and Monitoring

Sierra includes built-in testing and automated monitoring capabilities for evaluating AI agent behavior. Teams can review why agents make decisions, identify areas that require improvement, and monitor performance after deployment. Proactive insights can help organizations continuously refine agents as customer requirements and business processes change.

Multilingual Experiences

Sierra’s platform supports customer experiences across 59 languages. The same agent can be deployed across supported channels while maintaining the organization’s configured behavior, brand style, and business rules. Multilingual support allows businesses serving international customers to provide AI-assisted service without creating completely separate agent architectures for every language.

Outcome-Based Pricing

Sierra uses an outcome-based pricing model rather than conventional software subscription pricing. Customers pay based on valuable outcomes completed by the AI agents, such as successfully resolving a customer request. The company describes this model as aligning software costs with completed work and measurable customer-service outcomes.

Enterprise Customer Experience

Sierra is designed for organizations with complex customer-service operations across industries including financial services, telecommunications, technology, healthcare, travel, retail, and other customer-focused businesses. Its platform combines AI agents, communication channels, business-system integrations, testing, monitoring, and ongoing agent optimization into a unified customer experience environment.

Frequently Asked Questions

What is Sierra?

Sierra is an enterprise AI customer experience platform that helps businesses deploy AI agents to communicate with customers and complete service tasks.

What can Sierra AI agents do?

Sierra AI agents can answer customer questions, retrieve information, interact with business systems, and complete multi-step customer-service tasks.

Which channels does Sierra support?

Sierra supports voice, chat, email, SMS, WhatsApp, and ChatGPT for customer interactions.

Can Sierra connect to business systems?

Yes, Sierra agents can connect to systems of record such as CRM and order-management platforms to retrieve information and perform authorized actions.

What is Sierra Ghostwriter?

Ghostwriter is Sierra’s natural-language development tool for building or modifying agent behavior, workflows, integrations, guardrails, tone, and style.

What is Sierra Explorer?

Explorer is a natural-language analytics tool that uses customer conversation data to provide answers, insights, and recommendations.

Does Sierra support multiple languages?

Yes, Sierra supports customer experiences in 59 languages across its supported communication channels.

How does Sierra pricing work?

Sierra uses outcome-based pricing, with customers paying according to valuable outcomes completed by their AI agents rather than standard software subscription tiers.

I Choose It for Customer Support Automation

September 28, 2026

Review of Sierra

I usually consider conventional support platforms, but I reach for Sierra when customer conversations need autonomous resolution and actions. Its conversational agents and workflow integrations stand out, though simpler queries still fit traditional support tools.

Noah Bennett

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