Sierra

Agent Studio is Sierra’s “no code required” tooling for CX teams to build and manage agents using journeys, knowledge sources, integrations to systems of record, simulations/regression testing, and branding/controls such as voice and experience personalization.

Horizon is Sierra’s long-horizon agent capability designed to carry out complex outcomes over days or months, coordinating signals, playbooks, consent-aware delivery, and persistent customer context to drive end-to-end workflows.

Ghostwriter is positioned as an “agents as a service” / agent-building experience that creates and optimizes agents by describing what the agent should do, targeting deployment-ready customer experiences with guardrails.

Sierra’s Context Engine is described as the component that connects agents to customer relationship data and signals (spanning CRMs, data warehouses, and systems of record) so decisions can be tailored to each customer across interactions and over time.

Insights provides reporting, experimentation, and observability for agent performance and business impact, including key metrics (for example CSAT and resolution), investigation workflows, conversation design experimentation, and monitoring/auditing of agent actions.

Explorer is Sierra’s “agent-optimizing agent” that continuously delivers insights in the background, supports deep research-style investigation over customer conversations, and generates actionable recommendations that can be sent to Ghostwriter for implementation.

Channels is Sierra’s multi-channel deployment capability for building once and deploying across voice, messaging, email, Live Assist (care representative assist), and publishing to ChatGPT apps, with channel-specific capabilities and controls.

Sierra’s trust and reliability product area describes governance, compliance, and security posture, including claims about not using customer data to train models and supporting enterprise security standards.