# Sierra (Sierra)

Category: AI agents. Public reviews about the AI: 0. Profile updated 2026-10-08.

Platform for building and running customer-facing AI agents across chat, voice, email and messaging.

## What it does

Sierra sells a platform for building customer-facing AI agents and deploying one agent across chat, SMS, WhatsApp, email, voice and ChatGPT [1]. Agent Studio lets teams build and manage agents without code, using journeys (workflows), tools and knowledge such as help center content and policies [2]. Ghostwriter builds agents from uploaded procedures, transcripts and recordings, or from a goal written in plain English [1].

Channels: Chat, SMS, WhatsApp, Apple Business Chat, Email, Voice, ChatGPT. Works with: Over 40 pre-built integrations with knowledge bases, systems of record and contact centers, plus custom integrations built in Agent Studio [2]. No contact center or CRM vendor is named on its product pages [3].

## Handoff

Agent actions can route conversations to the care team with full context [2]. Live Assist lets care representatives act on information from the conversation [3]. Which platforms receive the handoff, and in what form, is not published.

## Controls

- Filters and monitors for topics and keywords that are off-limits under company policy [4]
- Supervisory layers around the language models to reduce hallucinations and prevent abuse [4]
- AI evaluations that simulate conversations against defined outcomes, and regression test suites run before releasing new agent versions [2]
- Voice simulations that test transcription, background noise and speaker variation before launch [2]
- Agent Traces that show every decision, tool call and response [2]
- Insights: conversation analysis, monitors that flag conversations, experiments and observability [1]
- Personal information shared with the agent is encrypted and masked automatically [4]
- Certifications listed: SOC 2, HIPAA, GDPR, PCI DSS Level 1, FedRAMP High, CCPA, CSA STAR, ISO 27001 and ISO 42001 [4]

## Setup

Sierra says Ghostwriter can generate an agent from existing procedures, transcripts and recordings [1], and that journeys can be generated with AI from existing operating procedures [2]. Sierra does not publish a standard setup time; its customer page lists Singtel with a time to live of under 10 weeks [5].

## Billing

By contract. Not published; sold by contract. Sierra says it uses outcome-based pricing [1], with consumption-based pricing (by conversation count) for some interactions such as routing [6]. What counts: Sierra says outcomes are tied to business results such as a resolved support conversation, a saved cancellation, an upsell or a cross-sell, with criteria agreed with each customer up front. In most cases, unresolved or escalated conversations are not charged [6].

## Vendor claims (not results)

- Sierra says Airtable has an 80% resolution rate [5]
- Sierra says Rocket Mortgage saw 4x higher conversion rates [5]
- Sierra says SoFi improved NPS by 33 points [5]
- Sierra says Sun & Ski Sports saw a 3x increase in conversion rate [5]
- Sierra says its voice personas are tuned across 60+ locales [3]

## Not found in public sources

- Public prices or a rate card
- Named help desk or contact center platforms for handoff
- What a human agent receives at handoff
- Approval steps for agent changes

## Sources

1. [Sierra homepage](https://sierra.ai/), Sierra, accessed 2026-10-08
2. [Agent Studio](https://sierra.ai/product/agent-studio), Sierra, accessed 2026-10-08
3. [Channels](https://sierra.ai/product/channels), Sierra, accessed 2026-10-08
4. [Trust and reliability](https://sierra.ai/product/trust-and-reliability), Sierra, accessed 2026-10-08
5. [Customers](https://sierra.ai/customers), Sierra, accessed 2026-10-08
6. [Outcome-based pricing for AI agents](https://sierra.ai/blog/outcome-based-pricing-for-ai-agents), Sierra, accessed 2026-10-08

Canonical page: https://get-support-ai.com/products/sierra