Sierra is a conversational AI platform that enables companies to build AI agents personalized to their business and customers. It allows customers to get answers, solve problems, and take action through natural, conversational experiences. The platform focuses on trust, security, and compliance, ensuring the AI agent is honest about its limitations and adheres to company policies and security procedures. Sierra offers voice capabilities for faster, better phone calls, seamless integration with existing technology, and consistent experiences across channels. The platform allows for customization with knowledge bases, integrations, customer information, and company personality. It also includes features like guardrails, real-time monitoring, and built-in quality assurance workflows.
Features & Capabilities
—Deploy an AI agent that is always available, empathetic, and aligned to your brand tone and voice.
—Support customers with even their most complex issues, whether making an exchange or updating a subscription.
—Respond swiftly to changes in your business, and harness analytics and reporting to continuously improve the customer experience.
—Engage with faster, better phone calls. The agent delivers delightful and personalized conversations, is always available, endlessly patient, and able to reason, predict, and act in real-time.
—Seamlessly integrate with your existing technology stack, with comprehensive summaries and intelligent routing when escalation is required.
—Use Agent OS to build once and run everywhere, with a continuously-improving, trusted AI agent tailored to your brand, goals, and processes.
—Imbue your agent with your company’s identity, policies, processes, and knowledge – ensuring your agent represents the best of your business.
—Set goals to guide your agent to the right solutions, and set guardrails to ensure they stay on-point and aligned with your policies.
—Conversational AI can take action, whether updating a case in CRM or managing a delivery in an order management system.
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✓Resolve 50%+ of technical issues without human involvement
Intelligent Escalation
Identify when human touch is needed and route appropriately
Example: Detect frustration, refund requests, or technical complexity → escalate to tier 2
✓Humans handle only complex cases, improving job satisfaction and resolution quality
Architecture
Customer support agents combine LLMs with knowledge bases, ticketing systems, and escalation logic to handle customer inquiries autonomously while knowing when to hand off to humans.
LLM Core
Large language model for understanding and generating responsesParse customer intent, generate contextual responses, maintain conversation flow
Knowledge Base Integration
Vector database with company docs, FAQs, product infoRetrieve accurate information to answer customer questions
CRM/Ticketing Integration
Connection to Zendesk, Intercom, or custom ticketing systemLog conversations, escalate to human agents, track resolution
Escalation Logic
Rules engine for when to transfer to human supportHandle complex cases, angry customers, or sensitive issues appropriately
Implementation Guide
Prerequisites
Structured knowledge base (docs, FAQs in searchable format)
API access to CRM/ticketing system
Defined escalation criteria and human-in-loop workflows
Test environment separate from production support
Steps
1Audit most common support tickets (top 20 questions)
2Build knowledge base with answers to common questions
3Set up LLM with RAG over knowledge base
4Integrate with ticketing system API for logging and escalation
