Sierra

What is Sierra?

Sierra is an enterprise platform for building conversational AI agents that handle customer service and sales conversations. It was co-founded by Bret Taylor, formerly co-CEO of Salesforce, and is used by large consumer brands.

Key capabilities of Sierra

• Multichannel conversations: Agents work across chat, voice, email, SMS and WhatsApp.
• Action-taking agents: Agents can look up orders and update systems, not just answer questions.
• Brand-specific behavior: Tone, policies and guardrails are configured per company.
• System integrations: Connects to CRM, order and support systems to complete tasks.
• Human handoff: Escalates conversations to live agents when needed.

How Sierra works

A company defines its policies, tone and connected systems, and Sierra builds an agent that talks to customers and takes actions such as processing a return. Conversations that exceed the agent's remit are handed to people. Pricing is tied to outcomes, so a charge applies when the agent resolves a request or completes a defined result.

Who uses Sierra?

Large consumer and subscription brands with high support volumes use Sierra to automate service across channels. It is sold to enterprises through a sales process rather than self-serve signup.

Sierra pricing

Sierra does not publish rates. Third-party reporting says it uses outcome-based pricing, charging when an agent resolves an interaction, saves a cancellation or completes an upsell, with figures around $1.50 per resolved interaction cited. Contact sales for a quote.

Sierra alternatives

Decagon also builds enterprise customer-service agents, Intercom Fin is an AI agent bundled with the Intercom helpdesk, and Ada automates support for large consumer brands. Sierra is notable for outcome-based pricing and its founding team.