Sierra AI is an AI agent platform that automates customer conversations end-to-end using large language models (LLMs) and reasoning frameworks. Founded in 2023 by ex-OpenAI and Scale AI engineers, Sierra positions itself as an “AI teammate” - a next-generation support automation system capable of understanding, reasoning, and taking actions autonomously across enterprise systems. Sierra’s differentiator lies in its multi-agent architecture, where multiple specialized AI agents collaborate to handle context, execute workflows, and escalate complex requests intelligently.
Core Capabilities
- Autonomous AI Agents: Handle customer requests, analyze intent, and perform actions across tools.
- Reasoning Engine: Uses LLMs with chain-of-thought orchestration for decision-making and workflow planning.
- Knowledge Integration: Connects to CRMs, help centers, and product data for grounded responses.
- Workflow Automation: Executes API calls and updates in connected SaaS tools.
- Multi-Agent Collaboration: Specialized AI agents coordinate to complete multi-step processes.
- Analytics & Observability: Tracks resolution rates, accuracy, and human escalation patterns.
