Tool Information
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.
F.A.Q (20)
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.
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.
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.
Sierra AI agents can take real-time actions like updating subscriptions, changing reservations, processing exchanges, and scheduling deliveries, directly addressing and resolving customers' problems.
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.
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.
During periods of high demand, Sierra is designed to scale up effortlessly, ensuring a smooth customer experience irrespective of the capacity.
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.
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.
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.
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.
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.
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.
Yes, Sierra is designed to understand, decode, and appropriately respond to jargon and typos, increasing its ability to handle various customer inquiries effectively.
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.
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.
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.
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.
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.
Sierra handles personally identifiable information with utmost care. Such information is automatically encrypted and masked to prevent unauthorized access or breaching of privacy.
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
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
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