Sierra Expands AI Customer Service Platform with New Proactive Agent Features

AI startup Sierra, co-founded by Bret Taylor and Clay Bavor, has unveiled new features designed to make its AI customer service agents more proactive, according to Forbes. The enhancements include tools that allow agents to initiate interactions with customers, such as offering promotions or assistance at contextually relevant moments.

The company’s new Agent Data Platform gives AI agents memory across customer interactions, combining chat, email, and call data with internal business systems. Another tool, LiveAssist, functions as an AI copilot for call center staff, suggesting answers and next steps in real time. Sierra also introduced integration with ChatGPT, enabling companies to connect their customer service directly to OpenAI’s chatbot.

Founded in 2023, Sierra builds AI systems that handle complex customer service tasks for large enterprises. Its clients include brands such as The North Face, Rivian, ADT, and SiriusXM. The company uses an outcomes-based pricing model, charging only when its agents resolve issues without human intervention.

Sierra recently reached a $10 billion valuation after raising $350 million in funding led by Greenoaks Capital. The company expects to surpass $100 million in annualized revenue by the end of its fiscal year.