We help companies build better, more human customer experiences with AI.

Joined February 2024
Photos and videos
“If people ask us 10,000 times a month about a specific feature, we're able to prioritize that at scale, quickly. The best moments are when a pattern leads to a change that eliminates the need for support entirely.” Janelle Pacheco, Director of Product @VividSeats. sierra.ai/blog/discovering-w…
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NewsPicksさんでロングインタビューをしていただきました。   私自身についてもですが、それよりSierra、そして何よりAIエージェントの現状・実態について、非常によくまとめていただいてます。 これからの24-36か月、「AIによる自己改善」によって、デジタル空間上の世界は大きく変わっていきます。 そして、次の5-10年は、AIの自己改善によって生まれる発明や発見によって、テクノロジーはこれまで以上に物理空間にも影響を与えていくでしょう。 テクノロジーの波は止められないことは人類の何千年という歴史が証明しています。  その中で我々は次にくる世界にどう対応していくのか。社会として、個人として、常に先手を打っていくことが重要です。 ぜひご一読ください。 ————————————————————— 【衝撃】OpenAI会長が電撃買収した、日本人起業家がヤバい npx.me/s/u0hQwgF5
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Four weeks from project launch to live production. That's how fast Kraken deployed utility-specific AI agents that handle complex, regulated, domain-specific journeys for 1.3 million customer accounts. Read more: sierra.ai/customers/kraken
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Government and healthcare are two parts of the economy where productivity has slipped, and AI can help turn that around. @btaylor on Sierra being certified FedRAMP High so federal agencies can build better experiences for the people using their services.
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Sierra Co-Founder @btaylor predicts that within 3-4 years consumers will prefer businesses with AI phone agents over those that rely on traditional call centers. "If I have to call a restaurant to make a reservation, I'm going to a different place. If you don't have OpenTable or Resy, I'm out." "I think we're going to get to the point where people demand an AI because they're not going to want to wait on hold. We're not 100% there and we're just paying down the debt of bad tech that we've had for the past 10 years. But I'm hopeful that in three or four years, this will be the norm." "The problem was we had 10 to 15 years of bots that were really bad. If you were talking to an AI more than three years ago, it sucked. Now you can talk to an AI, and it's conversational, it's multilingual, it has access to systems. The AI agents of today are like the horse and carriage versus a flying car."
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I am proud to announce that Sierra has been certified FedRAMP High — the standard for cloud companies working with U.S. federal agencies. Hundreds of millions of people rely on the U.S. federal government for services — from navigating Social Security, Medicare, and Veterans Affairs to filing their tax return or renewing their passport. AI agents built on Sierra can help make them simpler and faster. sierra.ai/blog/certified-fed…
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The most dangerous thing a company can do right now is commit too hard to a vision of how AI plays out. Build a team that can respond. That's the plan. More from @btaylor and @Rivian CEO @RJScaringe on CNN: youtube.com/watch?v=5yDbGfe1…
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What can technology history teach us about AI? @btaylor has had a front-row seat for some of the most important technology shifts of the last three decades. On June 24, @AcquiredFM co-hosts @djrosent and @gilbert sit down with Bret in NYC to explore what the Internet and mobile can teach us about AI and the paradox at the heart of the current debate. → If AI is increasing productivity, why aren't we seeing bigger gains in earnings and GDP? → If AI can write code, why is demand for software engineers still growing? → If AI is about automation, how can it make customer experiences feel more human? Register here: sierra.ai/events/sierra-acqu…
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Observations from @SenTalksSane after 6 weeks here - especially around faster feedback looks and working in a high trust/high agency culture.
I joined Sierra 6 weeks ago and very quickly thought “this feels different.” To put things into perspective: in my last job, we had incredible AI tooling and effectively infinite tokens. But despite all of that, it often still felt surprisingly hard to translate capability into momentum. Tokens were burned, code was generated, but progress still felt slower than expected. I think I’m finally starting to understand why. Now that engineering effort is no longer the primary bottleneck to producing output, many traditional software operating models start to feel much heavier: - sprint rituals - productivity proxy metrics (tickets closed, LOC, token usage) - roadmap misalignment - cross-functional dependency coordination - layers of design architecture reviews - approval chains and stakeholder buy-in - org boundary negotiations In a world where it’s cheaper than ever to build and experiment, organizational latency becomes the real bottleneck. What feels different at Sierra: 1. Quick feedback loops: We’re surrounded by opinionated people who aren’t afraid to say what they think. It’s often faster to iterate than debate. That forces sharper thinking and better design choices. 2. Agency: People are trusted to run with ideas. The distance between “this could exist” and “this is shipped” feels dramatically smaller. 3. Directional alignment: There seems to be a strong shared conviction around direction, which creates room for autonomy while still moving cohesively. It’s still early for me here, but this is probably the clearest articulation I’ve found so far that “AI-enabled” and “AI-native” are very different things.
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Excited to partner with Singtel, Asia’s leading communications technology company, to build better, more human customer experiences.
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The biggest opportunity in AI isn't building models. It's being the person who understands the business problem and the tech well enough to connect them. More from @btaylor and @Rivian CEO @RJScaringe on @CNN: cnn.com/The1on1
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The bottleneck in AI adoption was never the technology. It was the human hours to build and deploy at scale. Agents that build agents just made that problem disappear. More from @btaylor and @Rivian's @RJScaringe on @CNN: cnn.com/The1on1
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Outcomemaxxing is where the enduring value lies. When you charge on outcomes, your incentive is to get the job done: complete the mortgage application, retain the subscriber, process the insurance claim, increase the basket size. The cost of raw intelligence is going to fall. That's the clearest trend in technology right now. Software priced on top of that compute will compress with it. What doesn't compress is outcomes: a customer who did not churn, a home sold, an insurance claim processed has the same value, irrespective of what the model costs. Customers aren’t beholden to your gross margin — you’re beholden to their future. sierra.ai/blog/outcomemaxxin…
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