Sierra

Empower teams to build and optimize AI agents effortlessly without coding.

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Streamline AI agent development for effortless customer journey management.

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Drive high-value outcomes by coordinating interactions over extended periods with intelligent, memory-enabled agents.

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Tailor customer interactions using comprehensive context and memory.

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Optimize agent performance and transform customer engagement using powerful analytics and insights.

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Optimize agent performance by delivering actionable insights and recommendations from customer interactions.

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Unify your customer interactions across various channels for better experiences.

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Sierra ensures security and compliance for reliable AI interactions, protecting your data and enhancing trust.

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Platform and developer capabilities to design, version, test, and deploy AI agents, including git-native workflows, reusable agent templates, and rapid deployment pipelines.

Products: Agent Studio, Ghostwriter

Platforms that unify voice, chat, email, and messaging with shared context, intelligent routing, and agent interfaces to deliver consistent cross-channel experiences and personalized service.

Products: Channels, Agent Studio, Horizon

Automation and orchestration of outbound, nurture, and sequencing workflows using enrichment and event/signal-triggered outreach to improve engagement timing and scale.

Products: Horizon, Context Engine, Channels

Analytics and AI-driven insights, real-time dashboards, and intelligent routing used to measure, automate, and optimize customer journeys and agent performance.

Products: Insights, Explorer, Ghostwriter

Security, governance, privacy, and reliability capabilities including data governance, PII protection, compliance certifications, supervisory models, and secure integrations.

Products: Trust and Reliability, Context Engine, Horizon

Ghostwriter

Ghostwriter is the agent-building agent that enables customer-experience teams to create and optimize AI agents without code. It accepts prompts to define agent behavior, lets you build from SOPs, transcripts, and audio, and provides full transparency before publishing. It runs automated simulations to test agents, identifies edge cases, and can automatically refine agents after issues, facilitating ongoing improvements by scaling top interactions and applying recommendations to deliver production-ready customer experiences across channels.

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• Streamline Agent Deployment
  Experience seamless agent creation and updates that require minimal manual intervention.
• Continuous Agent Refinement
  Automatically enhance agent performance by addressing issues without manual input.
• Simplify Agent Customization
  Define agent specifications intuitively, making changes without technical barriers.
• Enhance Customer Interactions
  Utilize high-quality interactions to refine your agents and elevate overall performance.
• Ensure Quality Control
  Validate agent functionalities consistently to maintain high-quality customer experiences.
• Build Robust Agents
  Ensure agents are well-prepared to handle unexpected customer interactions.
• Leverage Existing Resources
  Utilize your existing documentation to accelerate agent creation and enhancements.
• Maintain Review Oversight
  Gain confidence through comprehensive reviews of your agent's setup prior to going live.

Agent Studio

Agent Studio enables customer-experience teams to build and manage AI agents without writing code. It helps design and deploy end-to-end customer journeys, configure knowledge content, run simulations, and enforce brand guidelines across channels. This product empowers teams to create seamless experiences that guide customers effectively throughout their interactions, ensuring a unified brand voice across all agent interactions.

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• Enable Teams To Build Agents
  Facilitates the construction of agents by non-technical team members, thereby accelerating deployment and enhancing engagement.
• Optimize End-To-End Experiences
  Allows teams to create seamless experiences that guide customers effectively throughout their interactions.
• Maintain Rich Knowledge Bases
  Ensures agents have access to accurate and comprehensive information, enhancing the quality of customer interactions.
• Ensure Brand Consistency
  Maintains a unified brand voice and values across all agent interactions, reinforcing brand identity.
• Harden Agents Through Testing
  Ensures agents are robust and effective by conducting large-scale testing before going live.
• Connect Seamlessly
  Facilitates interactions with various systems, enriching the agent's capabilities and improving customer support.

Horizon

Horizon enables long-horizon agents that coordinate outbound and inbound interactions over days or weeks. It orchestrates signals, plans next steps, and sustains work until a desired outcome is delivered, across channels and memory-enabled contexts. This platform ensures tasks are completed efficiently while building stronger relationships through proactive engagement and multichannel coordination.

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• Coordinated Long-Term Engagement
  Horizon maintains engagement over multiple interactions, ensuring tasks are completed efficiently and building stronger relationships.
• Value-Aligned Pricing Model
  Clients only pay for successful interactions and outcomes, providing a clear link between investment and results.
• Enhanced Interaction Continuity
  By remembering previous interactions, agents deliver more personalized and relevant responses, fostering better customer experiences.
• Timely Customer Interactions
  Horizon proactively reaches out to customers to address their needs before they escalate or become critical.
• Seamless Channel Integration
  Customers can switch channels without losing context, making interactions feel more cohesive and responsive.
• Respectful Customer Interaction
  Ensures customers' preferences are always considered, fostering trust and compliance.

Context Engine

Context Engine provides customer context and memory, binding systems of record to reveal full customer history and enabling AI to tailor decisions and actions based on this context across conversations. It enhances interactions through integration of customer history, ensuring continuity and personalization over time.

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• Integrate Comprehensive Customer Histories
  Enhance interactions by connecting various systems to get a complete overview of customer interactions, enabling personalized engagement.
• Optimize Customer Engagement Strategies
  Leverage AI algorithms to determine the most effective next step in customer interactions, leading to better outcomes.
• Enable Continuity Across Interactions
  This feature allows agents to recall significant customer data, ensuring each conversation is informed by previous ones, enhancing user experience.
• Engage Customers Seamlessly
  Integrate proactive measures to preemptively address customer needs, enhancing the overall experience and fostering loyalty.

Insights

Insights provides reporting, analytics, and observability to evaluate agent performance, uncover trends, and guide data-driven improvements. This product allows for the monitoring of essential performance indicators and offers automated tagging for real-time insights into customer interactions.

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• Monitor Performance Effectively
  Monitor essential performance indicators like CSAT and case resolution to evaluate agent effectiveness.
• Maximize Engagement
  Experiment with variations in agent behavior to enhance customer engagement and satisfaction.
• Gain Insights Instantly
  Gain real-time insights about customer interests through automatic tagging and categorization of conversations.
• Instant Data Exploration
  Easily explore and understand trends with just one click by digging deeper into specific data points.
• Enhance Transparency
  Gain insights into agent actions and decisions to ensure accountability and foster a culture of continuous improvement.
• Address Issues Promptly
  Proactively manage agent performance by spotting issues that require immediate attention through real-time monitoring.

Explorer

Explorer is the agent-optimizing agent. It provides proactive insights, pattern discovery, and deep-dive analyses of customer conversations, with seamless handoffs to implement improvements. This tool aids teams in uncovering significant patterns and implementing changes effortlessly for better results.

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• Get Answers Instantly
  Explorer delivers immediate answers to complex questions using insights from cataloged customer conversations.
• Implement Changes Effortlessly
  With one-click handoff, recommendations from Explorer are automatically sent to Ghostwriter for immediate application.
• Reveal Key Insights
  Explorer identifies important patterns and signals in customer interactions that may not be immediately obvious.
• Stay Informed Weekly
  Receive regular updates on performance trends and actionable insights to better align your strategies.
• Collaborate Effectively
  Explorer allows team members to share findings and dive deeper into analyses without disrupting core data.
• Conduct In-Depth Analysis
  Ask any question in natural language, and Explorer will analyze expansive datasets to present relevant findings.
• Track Performance Gains
  Evaluate how implemented recommendations have directly improved customer experiences and agent efficiency.

Channels

Channels enables deployment of AI agents across voice, chat, email, and WhatsApp, delivering consistent experiences in multiple languages and touchpoints. The platform offers always-on availability and robust language support, ensuring effective communication across varying customer needs.

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• Ensure Constant Accessibility
  Enable customers to reach your services any time of day, enhancing satisfaction and trust.
• Create Consistent Brand Presence
  Deliver a seamless brand experience across all communication platforms, increasing engagement.
• Reach Global Audience
  Communicate effectively with a diverse customer base in their preferred languages.
• Enhance Brand Identity
  Tailor your agent's voice to reflect your brand, creating memorable interactions.
• Engage Customers Visually
  Use multimedia content to enrich conversations and enhance customer understanding.
• Expand Reach Effortlessly
  Unify first-party and third-party channels with a single integrated agent, enhancing accessibility.

Trust and Reliability

Trust and reliability cover security, governance, and compliance to protect data, ensure privacy, and maintain high performance. This suite addresses the need for secure integration, performance optimization, and adherence to industry compliance standards.

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• Ensures Policy Compliance
  Sierra strictly follows your data governance policies, ensuring your data is used only as directed and never shared without consent.
• Protects Customer Information
  All personal identifiable information shared with your agent is automatically encrypted and masked, maintaining customer confidentiality.
• Maintains Compliance Standards
  Sierra is dedicated to upholding the highest industry compliance standards, ensuring all interactions are secure and reliable.
• Facilitates Secure Transactions
  Designed to uphold the highest security standards, Sierra’s payment infrastructure allows secure and compliant handling of transactions.
• Ensures Secure Connections
  Interactions with your systems are carefully managed to adhere to your security standards, enhancing overall trust.
• Maintains High Availability
  Ensures continuous performance of your AI agent by switching LLM providers as needed, maintaining service quality.
• Enhances AI Reliability
  Supervisory models mitigate risks associated with large language models, ensuring AI behaves predictably and safely.