Sierra builds AI software for customer experience, centered on Agent OS, its platform for building, managing, and optimizing customer-facing AI agents across digital and voice channels. The company focuses on helping businesses deliver branded, always-on interactions that can answer questions, take action, and transition smoothly to human teams when needed.
Its platform is designed for both business and technical users, combining no-code configuration for customer experience teams with programmatic development for engineers. Sierra emphasizes personalization, continuous improvement, security, and compliance, and supports customer engagement across chat, messaging, email, phone, and contact center environments. Its product direction extends beyond automation into memory-driven personalization, proactive engagement, and secure in-conversation payments.
Offerings, Capabilities, and Integrations
Sierra enables organizations to design AI agents around customer journeys, brand voice, policies, and operating procedures; test them at scale; monitor live behavior; and continuously optimize performance. The platform is built to support both autonomous and assisted service models, so companies can use the same underlying agent capabilities in self-service experiences and human-supported workflows.
Sierra supports deployment across chat, SMS, WhatsApp, email, voice, and ChatGPT. It integrates agents with systems of record, knowledge sources, CRM and billing environments, data warehouses, payment processors, and call center infrastructure so agents can retrieve context, execute workflows, preserve brand consistency, and hand off with full conversation context when escalation is required.
Products and Services
- Agent OS: Sierra’s core platform for building, managing, optimizing, personalizing, and scaling customer-facing AI agents across digital and voice channels.
- Agent Studio: A no-code environment for customer experience teams to configure journeys, manage knowledge, run simulations, set brand guidelines, and update agents without engineering support.
- Agent SDK: A developer toolkit for programmatic agent development, with goals and guardrails, composable skills, tuning controls, simulations, and omnichannel deployment support.
- Insights: An analytics, experimentation, and observability layer for measuring agent performance, analyzing conversations, monitoring quality, and improving behavior over time.
- Live Assist: An assisted-service offering that gives care representatives real-time guidance, drafted responses, contextual information, and one-click actions inside customer conversations.
- Voice: A voice agent offering for inbound and outbound phone interactions, with natural conversation handling, call center integration, seamless human handoff, and multilingual support.
- Agent Data Platform: A data and memory layer that gives agents access to customer history, structured customer data, decisioning inputs, recommendations, and proactive engagement workflows.
- Ghostwriter: An agent-building capability that creates and updates production-ready multilingual, multichannel agents from source materials such as SOPs, transcripts, recordings, and plain-English instructions.
- Sierra Payments: A PCI-compliant payments capability for chat and voice agents that supports secure card and ACH workflows while integrating with existing payment processors.
Target Customers
Sierra targets enterprises and scaled brands that treat customer experience as a strategic differentiator and need AI agents to operate across acquisition, service, retention, and account-management workflows. It is especially well suited to organizations with high interaction volumes, complex processes, strict brand requirements, or regulated operating environments.
Its market focus spans financial services, healthcare, telecommunications, media, travel and hospitality, retail and consumer goods, and technology. Sierra also targets cross-functional buying groups, including customer experience, contact center, operations, engineering, and digital teams that want to launch agents quickly while maintaining governance, security, and measurable business outcomes.
Cloud Integrations and Marketplace
- AWS: Sierra presents Agent Data Platform as connecting structured customer data from existing systems of record and data warehouses, and shows AWS among the supported data environments.
- Google Cloud: Sierra presents Agent Data Platform as connecting structured customer data from existing systems of record and data warehouses, and shows Google Cloud among the supported data environments.
- Snowflake: Sierra shows Snowflake as a supported environment for customer data used by Agent Data Platform.
- Databricks: Sierra shows Databricks as a supported environment for customer data used by Agent Data Platform.
Key People
- Bret Taylor: Co-Founder & CEO
- Clay Bavor: Co-Founder
- Eric Eyken-Sluyters: President, Field Operations
- Rosie Roca: Head of Agent Development
- Pol Peiffer: Head of Agent Product Management
Key Facts
- Headquarters: San Francisco, California, United States
- Employees: 201-500 employees
- Annual Revenue: $150M+ ARR
- Parent Company: None
- Subsidiaries: None
- Publicly Listed: No
Analyst Recognitions
- Everest Group: Everest Group AI Top 50 2025.
