Sierra
Sierra is an enterprise conversational AI platform for building branded customer-support agents across chat, SMS, WhatsApp, email, voice, and ChatGPT, with outcome-based pricing that only charges when an agent resolves an issue. Built for support teams at large consumer brands.
Use Cases
Automating tier-1 customer service for retail, telco, financial services, and healthcare brands with high conversation volume
Handling subscription cancellations, retention offers, and upsells with outcome-tied incentives
Running voice agents for billing, account servicing, and activation flows that need PCI-compliant card handling
Deploying multilingual support agents across web chat, WhatsApp, SMS, and email from a single configuration
Triggering proactive outreach to at-risk customers using churn signals from Snowflake, Databricks, or existing data warehouses
Augmenting human support reps with Live Assist suggestions while routing eligible conversations to the agent
Pros
Outcome-based pricing means you only pay when the agent actually resolves a conversation, saves a cancellation, or completes an upsell
Unifies one agent across chat, SMS, WhatsApp, email, voice, and ChatGPT instead of running a separate bot per channel
Ghostwriter lets non-engineers build production agents from SOPs, transcripts, and plain-English goals, with built-in guardrails and multilingual support
PCI DSS Level 1 payment infrastructure isolates cardholder data from LLMs, so the agent can handle card and ACH transactions in regulated industries
Used in production by Rocket Mortgage, SoFi, Sonos, SiriusXM, Discord, Brex, ADT, and Sutter Health, with deep certifications including SOC 2, ISO 27001, ISO 42001, and HIPAA
Cons
No public pricing or self-serve tier; every deal is a custom enterprise contract typically starting around $150k/year
Long sales and implementation cycle with separate onboarding fees, putting it out of reach for SMBs and most mid-market teams
Defining what counts as a successful outcome is negotiated upfront, which can create disputes when the agent partially resolves an issue
Heavy reliance on professional services for SOP ingestion, integration with systems of record, and ongoing tuning
Closed platform with limited ability to bring your own model or self-host; you commit to Sierra's constellation of LLMs and infrastructure
Platforms
Web
API
Chatbot
Compliance & Certifications
SOC 2
AICPA
ISO/IEC 27001
ISO/IEC
ISO/IEC 42001
ISO/IEC
HIPAA
U.S. HHS
GDPR
European Union
PCI DSS
PCI SSC
CCPA / CPRA
State of California
CSA STAR
Cloud Security Alliance
Sierra runs the customer-support agents behind Rocket Mortgage, SoFi, and Sonos, and bills only when the agent resolves the conversation instead of per message. Expect a six-figure floor and a procurement cycle that resembles Salesforce more than a SaaS signup.
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