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Sierra

Transform customer service with conversational AI.

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February 13, 2024

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Sierra

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Transform customer service with conversational AI.

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Overview Discussion

70 sierra.ai

Overview

Sierra is a conversational AI product designed to transform customer service. Its AI agents utilize language processing and human-level reasoning to deliver empathetic customer support intuitively and authentically.

With the capability to understand context, jargon, typos, and adapt to each customer's specific needs and emotions, Sierra provides responsive and inclusive support in the language of the user's choice.

Beyond answering questions, Sierra AI agents take real-time actions to solve customer's problems, including processing exchanges, scheduling deliveries, updating subscriptions, or changing reservations.

When unable to solve a problem, the agent prepares a detailed summary to facilitate effective and efficient management of escalations by customer service teams.

Sierra ensures around-the-clock service, scalability during high demand periods and it is continuously updated to be ready for new products or policies.

The AI agent continually learns from interactions to improve its performance. Sierra also features built-in quality assurance workflows, tagging and categorizing each conversation for tracking and optimization.

It is designed with focus on trust, security and compliance, with the AI agents only accessing the users record systems in a predefined and controlled manner to adhere to established policies and security procedures.

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February 13, 2024

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Pros and Cons

Pros

Human-level reasoning

Empathetic support

Understands context

Handles jargon, typos

Adapts to customer needs

Multi-lingual support

Problem-solving ability

Takes real-time actions

Processes exchanges

Schedules deliveries

Updates subscriptions

Changes reservations

Prepares summary for escalations

24/7 service

Scalability during high demand

Continuous updates

Learns from interactions

Quality assurance workflows

Conversation tagging and categorization

Focus on trust, security and compliance

Controlled access to user records

Ready for new products/policies

Inclusive support

Communicates effortlessly in user’s language

Informed by company's knowledge base

Can perform actions instantly

Detailed escalation summaries

Instant response time

Always learning and improving

Spot small problems before they grow

Track success and customer interests

Integrated quality assurance

Automatically flags conversations

Real-time monitoring of interactions

Secure integration with user systems

Built-in auditing for QA

Data used only for specific company

Advanced encryption and masking

Automatic tagging for easy tracking

View 34 more pros

Cons

No explicit error handling

Lacks third-party integration specifics

Limited language support details

Lack of transparency in learning mechanism

No explicit support for complex workflows

Unclear process for agent feedback and improvement

No mention of offline functionality

Data retention policy not specified

Potential dependency on specific customer record systems

View 4 more cons

Q&A

What is Sierra's main functionality?

Sierra's primary functionality is to provide conversational AI support to transform customer service. It can understand context, jargon, typos and customize responses according to user's language of choice. Sierra's AI agents can react in real time to solve problems such as processing exchanges, updating subscriptions, scheduling deliveries, and altering reservations.

Can Sierra handle customer support inquiries in multiple languages?

Yes, Sierra is designed to offer support in multiple languages. Sierra's AI agents can communicate with users in their language of choice, providing personalized and inclusive customer support.

How does Sierra adapt to each customer's specific needs and emotions?

Sierra uses advanced language processing and human-level reasoning capabilities to understand and adapt to each customer's specific needs and emotions. This implies that Sierra is attentive to the nuances of the conversation, understanding the context, the jargon and even typographical errors, thus improving the quality and effectiveness of each interaction.

In what ways can Sierra take real-time actions to address customer problems?

Sierra AI agents can take real-time actions like updating subscriptions, changing reservations, processing exchanges, and scheduling deliveries, directly addressing and resolving customers' problems.

How does Sierra handle situations when it is unable to solve a problem?

When Sierra encounters a problem it can't resolve, it doesn't stop there. Instead, it gathers crucial information and prepares a detailed summary of the issue. This summary is then transferred to customer service teams, thereby ensuring efficient escalation management.

Does Sierra provide 24/7 service?

Yes, Sierra provides 24/7 customer service. AI agents are continuously available to handle customer inquiries at any time of day, delivering responsive support around the clock.

+ Show 14 more

How does Sierra adapt during high demand periods?

During periods of high demand, Sierra is designed to scale up effortlessly, ensuring a smooth customer experience irrespective of the capacity.

How does Sierra keep up with new products or policies updates?

Sierra constantly updates its AI agents, making them ready and adaptable for new product launches or policy changes. This means Sierra can smoothly incorporate new information, highlight new products, offer promotions or follow new policies as introduced by the company.

How does Sierra learn and improve over time from customer interactions?

Sierra continuously learns from each interaction to enhance its performance. It utilizes sophisticated pattern recognition to spot early indications of issues and learns from these to improve future responses and actions.

Can you explain Sierra's built-in quality assurance workflows?

Sierra features built-in quality assurance workflows that contribute to constant improvement and optimization. It maintains real-time performance monitoring, auto-tags and categorizes each conversation for a clear tracking system. It also has a system to flag conversations that need more attention from customer experience teams.

How is customer information accessed and handled by Sierra to ensure security and compliance?

Sierra ensures trust, security and compliance by accessing users' record systems in a predefined and controlled manner. It adheres strictly to established policies and security procedures, and ensures data is used only for the corresponding company's agent. Personal identifiable information is automatically encrypted and masked for additional protection.

How are the conversations tagged and categorized by Sierra for tracking and optimization?

Sierra automatically tags and categorizes every conversation, which makes it easier to track success and customer interests. This also aids in analyzing patterns and focusing attention on specific interactions as needed.

Can Sierra take direct actions like updating subscriptions or changing reservations?

Yes, Sierra can take direct real-time actions such as processing exchanges, scheduling deliveries, updating subscriptions, or changing reservations. This is part of its problem-solving capabilities and is aimed at increasing the self-service resolution rate and decreasing average handle time.

Does Sierra's ability to understand customer queries include understanding jargon and typos?

Yes, Sierra is designed to understand, decode, and appropriately respond to jargon and typos, increasing its ability to handle various customer inquiries effectively.

How does Sierra ensure it adheres to established policies and security procedures?

Sierra adheres to established policies and security procedures by controlling how it accesses the user's record systems. The interactions are predefined and controlled, ensuring that the AI agents abide by the company's rules and security standards at all times.

Can Sierra interact intuitively and authentically with customers and if so, how?

Yes, Sierra can interact intuitively and authentically with customers. It employs AI agents that use language processing and human-level reasoning to emulate the subtleties of human communication. This ability ensures that customer interactions are seamless, natural, and increase customer satisfaction.

How does Sierra prepare for effective and efficient management of escalations by customer service teams?

Sierra prepares for effective and efficient management of escalations by preparing a detailed summary when it encounters a problem it can't solve. This summary contains all critical information which is then passed onto the customer service teams to handle the escalation effectively.

How does Sierra ensure customer data privacy?

Sierra ensures data privacy by using only the company's data for its agent. It does not use this data to train other models. Personally identifiable information is automatically encrypted and masked for enhanced privacy protection, in line with industry best practices.

What are the security measures taken by Sierra when accessing a user's record systems?

Security is a priority for Sierra when accessing a user's record systems. Such interactions are predefined and controlled in line with set security procedures and policies which Sierra always adheres to.

How does Sierra handle personally identifiable information?

Sierra handles personally identifiable information with utmost care. Such information is automatically encrypted and masked to prevent unauthorized access or breaching of privacy.

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