Sierra
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Enterprise conversational AI agents sold on outcome-based pricing — you pay for resolved issues, not for conversations attempted.
Overview
Sierra is the highest-credibility bet in enterprise customer-facing agents, and the pricing model is the strategic point: charging per resolution rather than per conversation puts the vendor on the hook for quality, which is the opposite of how seat-based and per-message CX software has historically been sold. The platform spans chat, SMS, WhatsApp, email, voice, and ChatGPT from one agent definition. Ghostwriter builds agents from your existing SOPs, transcripts, or photos rather than requiring a from-scratch flow build; Agent Studio manages them; Insights provides conversation exploration, monitors, multivariate experiments, and observability; Horizon handles long-horizon planning and proactive outreach. Named customers include Rocket Mortgage, SiriusXM, Uber, Vanguard, and Redfin. Compliance coverage is unusually deep — SOC 2, ISO 27001, ISO 42001, HIPAA, GDPR, and FedRAMP — which is what lets it into regulated buyers.
Pros & Cons
Pros
- Outcome-based pricing aligns vendor incentives with resolution quality
- One agent definition deployed across chat, voice, email, and ChatGPT
- Ghostwriter builds agents from existing SOPs instead of blank-slate flows
- Deep compliance: SOC 2, ISO 27001, ISO 42001, HIPAA, GDPR, FedRAMP
- Serious observability and experimentation tooling
Cons
- Enterprise-only — no self-serve path and no published rates
- Outcome pricing requires agreeing on what counts as a resolution, which is a real negotiation
- Implementation is a program, not a signup
- Overkill below roughly enterprise contact volumes
Workflows that use Sierra
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