Overview

Sierra enables companies to design and deploy agents for customer experience. A single agent can converse across several channels, retrieve approved information, and take actions in business systems to resolve a request.

The platform includes tools for building, testing, monitoring, and continuous improvement. It mainly targets large organizations and uses outcome-based pricing. Deployment requires process design, escalation rules, and governance.

Key features

Creation of multichannel customer experience agents

Actions connected to company systems and processes

Tools for testing, monitoring, control, and improvement

Best use cases

Respond to common customer service requests

Handle an account or order modification

Deploy one agent across voice and written channels

Pros

Support for more than 30 languages

Consistent agent behavior across customer channels

Pricing linked to outcomes defined with the customer