Sierra
What is Sierra?
Sierra is a customer-facing AI agent platform for support teams that handles chat, voice, and assisted workflows. It combines Agent Studio, Agent SDK, Ghostwriter, Insights, Monitors, Experiments, and Agent memory to build, control, and improve agents over time. Customers include SiriusXM, SoFi, Wayfair, Rocket Mortgage, and Gap Inc.
Last verifiedHow we evaluate
At a glance
- Sierra is best for customer experience teams who need AI agents that stay on brand and improve support outcomes.
- Yes — Agent SDK provides developer tools to declaratively define agent goals and guardrails, with composable skills and fine-tuning.
What does Sierra do?
Sierra runs customer-facing AI agents that handle support across chat, voice, and assisted workflows. Teams use Agent Studio to set up journeys, configure knowledge, and define brand guidelines without code, while Agent SDK gives developers declarative goals, guardrails, composable skills, and fine-tuning for more controlled builds. Insights adds analytics, experimentation, and observability so teams can measure decisions and improve the agent over time. At scale, Sierra is built for high-volume service operations: customers cite 2 million inquiries per month at ADT, 34 million subscribers at SiriusXM, and 95% client satisfaction at Paychex. The platform shows trust and reliability with deterministic system access, encrypted and masked PII, and compliance coverage including SOC 2, HIPAA, GDPR, PCI, CCPA, CSA STAR, ISO 27001, and ISO 42001. CLEAR says Sierra helps deliver human-centered experiences at scale, and the product is designed to keep agents always available, up to date, and on brand.
Why use Sierra?
- Sierra combines no-code agent building with developer controls, so teams can split ownership between operations and engineering.
- Its trust and reliability stack is built for regulated workflows, with deterministic system access and broad compliance coverage.
- The platform is designed for scale, with customer examples spanning millions of inquiries and tens of millions of subscribers.
- Analytics, experimentation, and observability help teams improve agent decisions instead of treating deployment as a one-time launch.
- Voice and live-assist workflows let teams extend automation beyond chat into phone support and human-agent augmentation.
Who is Sierra for?
- Customer experience leaders who want AI agents that improve support quality without losing brand voice.
- Engineering teams who need declarative controls, guardrails, and composable skills for agent behavior.
- Operations teams who want analytics and experimentation to tune agent performance over time.
- Support organizations handling high inquiry volumes that need always-available assistance across channels.
- Compliance-focused teams that need controlled data use and broad security certifications.
What are Sierra's key features?
Sierra Agent OS
Runs customer-facing agents on a single operating layer, with Agent SDK support for declarative goals and guardrails across chat and voice.
Agent Studio
Build and configure agents in one place, then connect them to ChatGPT, Google Cloud, Databricks, Snowflake, Redis, AWS, or CLEAR for live data access.
Ghostwriter
Drafts and refines agent responses using customer data and recommendations, helping teams keep answers consistent across support and proactive engagement.
Insights
Surfaces performance signals like CSAT 95% and resolution rate 74% so teams can see where agents are helping or missing customer needs.
Monitors
Tracks live conversations and agent behavior, using observability and trust controls to catch issues before they affect customer experience.
Experiments
Tests agent changes against real outcomes, using metrics such as conversion rate increase 3x or NPS improvement +33 points to compare variants.
Agent memory
Remembers prior customer context across sessions, so agents can personalize replies and reduce repeat questions in high-volume conversations.
Voice
Supports voice interactions alongside chat, letting teams deploy the same agent experience across channels without rebuilding workflows.
What does Sierra integrate with?
- ChatGPT
- Google Cloud
- Databricks
- Snowflake
- Redis
- AWS
- CLEAR
What are Sierra's use cases?
Support teams scale always-on help
Support organizations handling high inquiry volumes use Sierra to answer customers across channels without losing quality. They rely on Sierra Agent OS and Voice to keep responses consistent, while Live Assist lets human agents step in when a conversation needs a personal touch.
CX leaders protect brand voice
Customer experience leaders use Sierra to launch AI agents that sound on-brand and stay helpful in complex moments. Agent Studio and Ghostwriter help shape the agent's behavior and responses, while Agent memory keeps context so customers do not have to repeat themselves.
Ops teams tune agent performance
Operations teams use Sierra to monitor how agents perform in production and improve them over time. Insights, Monitors, and Experiments help them spot drop-offs, test changes, and raise resolution quality with evidence instead of guesswork.
Engineering controls agent behavior
Engineering teams use Sierra to define agent goals, guardrails, and skills without building everything from scratch. The Agent SDK and Agent Studio give them declarative control over behavior, while Trust and reliability supports safer deployment in regulated workflows.
How does Sierra work?
- Connect your first customer data source in Sierra Agent OS so the agent can understand account context, history, and intent before it responds.
- Define goals and guardrails in Agent Studio, then use Ghostwriter to draft the agent's tone, answers, and escalation paths for your brand.
- Add skills and memory with the Agent SDK and Agent memory so the agent can handle repeat questions, remember preferences, and complete more tasks.
- Launch the agent in Voice or Live Assist, then watch Insights and Monitors to catch failures, review conversations, and keep service quality steady.
- Run Experiments to compare prompts, flows, and policies, using the results to improve resolution rates and customer satisfaction over time.
Frequently asked questions
What is Sierra?
Sierra is a customer-facing AI agent platform for support teams that handles chat, voice, and assisted workflows. It combines Agent Studio, Agent SDK, Ghostwriter, and Insights to build, control, and improve agents over time. Customers include SiriusXM, SoFi, and Wayfair. Sierra does not publish public pricing tiers.
What is Sierra used for? Who is it for?
Sierra is used for Sierra Agent OS, Agent Studio, and Ghostwriter. It's built for Customer experience leaders, Engineering teams, and Operations teams.
Does Sierra have an API and what does it integrate with?
Agent SDK provides developer tools to declaratively define agent goals and guardrails, with composable skills and fine-tuning. It integrates with ChatGPT, Google Cloud, Databricks, Snowflake, Redis, and 2 more.
Editor's read
Check whether your team needs public pricing or a sales conversation, since Sierra does not list tiers. Also verify that your compliance and data-access requirements match its deterministic system access and broad certification set before rollout.
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