Sierra

Sierra is a conversational AI platform founded in 2023 by former Salesforce co-CEO Bret Taylor and ex-Google executive Clay Bavor. The company aims to transform customer service and business operations through AI-powered agents capable of natural language interactions. Sierra's technology goes beyond simple chatbots, enabling AI agents to take actions on behalf of customers by integrating with companies' existing systems. These agents can handle tasks such as upgrading subscriptions, managing deliveries, and solving complex customer issues without human intervention.

The platform utilizes multiple AI models, including a "supervisor" model, to mitigate the risk of hallucinations - a common problem where AI generates false information. Sierra's agents are designed to understand context, jargon, and typos while communicating empathetically in the customer's preferred language. The company emphasizes data security and compliance, with strict protocols to protect customer information and adhere to privacy policies.

Sierra has raised USD 110 million in funding from investors including Sequoia Capital and Benchmark. As of February 2024, the company was valued at nearly USD 1 billion. Sierra's technology is already being used by several major brands.

Key customers and partnerships

Sierra has partnered with several notable companies to implement its AI agents. WeightWatchers is using Sierra's technology to assist members with meal choices, membership management, and customer service issues. The company reports that its AI agent handles almost 70% of all customer sessions and has achieved a 4.6 out of five customer satisfaction score. Other key customers include SiriusXM, Sonos, and OluKai, a Hawaiian-inspired footwear brand. OluKai implemented Sierra's agent in time for the 2023 holiday shopping season, handling over half of all customer cases during their busiest period.