Sierra AI features and pricing (October 2026)

Sierra is a San Francisco platform for building AI agents that handle customer service conversations on chat, voice, email and messaging. It targets large consumer businesses in areas such as financial services, telecommunications, healthcare, retail and travel.

Customer experience teams build agents in Agent Studio without code, using journeys, knowledge sources and more than 40 pre-built integrations with systems of record and contact centers, while Ghostwriter creates agents from existing procedures. Agents run on chat, SMS, WhatsApp, email, voice and ChatGPT in more than 50 languages. Simulations, monitors and Explorer help test and improve them before and after launch. Sierra Technologies, Inc. was co-founded by Bret Taylor and Clay Bavor. The vendor says 40 percent of the Fortune 50 work with Sierra, so the product fits large companies with their own customer service organization.

• Resolves customer requests end to endThe AI agent connects to order management, CRM and other systems of record, so it can process returns, claims or other tasks inside a conversation. Supervisor models check responses to reduce hallucinations. Service teams handle fewer routine requests and focus on complex cases.
• Builds agents from existing proceduresGhostwriter turns uploaded SOPs, transcripts, whiteboard photos, audio recordings or a plain-language goal into a multilingual agent with guardrails. It also proposes updates based on flagged issues, which teams review before release. Setup takes less engineering work.
• Analyzes agent conversationsExplorer answers natural-language questions about agent performance using analytics and sample conversations, and it recommends changes. Monitors flag conversations that need attention. Teams find weak spots in the agent without reading transcripts one by one.
• Assists human service staffLive Assist suggests ready-to-send responses based on the procedures and knowledge bases that care representatives are trained on. Staff can also trigger the same actions as the AI agent. Human agents answer faster and more consistently in complex cases.
• Fills knowledge gapsSierra identifies common themes missing from the knowledge base, and Expert Answers drafts articles from how human representatives resolved edge cases. The knowledge base grows without writing each missing article by hand.

• Outcome-based pricing: customers pay when the agent achieves agreed outcomes, according to the product page.
• Card payments run on separate PCI DSS Level 1 infrastructure that keeps card data away from the core platform and language models.
• Agents can be published as ChatGPT apps through the Model Context Protocol (MCP), next to web, app, voice and messaging channels.
• The trust page lists FedRAMP High, ISO 27001 and ISO 42001 among its compliance standards.

The contracting party is Sierra Technologies, Inc., which started in San Francisco. Sierra also lists offices in cities including London, Paris, Madrid, Tokyo, Singapore and Toronto.

Define which outcomes you pay for and how they are measured, since pricing depends on them and no rates are published. At our September 2026 review, the public trust page named no hosting region, so request data location, the DPA and the subprocessor list through the Trust Center. If Live Assist or conversation analytics cover your human agents, review applicable workplace monitoring rules before rollout.

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