Introducing Agent Data Platform

We announced Agent Data Platform at Sierra Summit 2025. For the full list of announcements, read here.

Personalization was the great promise of Silicon Valley — software that learned you, not the other way around. But visit most websites or apps today and people mostly get the same experience: grids of products and services arranged like departments in a store.

Customer-facing AI agents are a step forward because they adapt to you — listening and responding in real time. But they’re limited by their lack of memory, forgetting almost everything they learned the moment the conversation ends.

Agent Data Platform changes that. It gives your agents memory and access to company-wide information to deliver a truly personalized service — greeting customers by name, remembering prior conversations and preferences, surfacing insights, and taking initiative on their behalf. Whether suggesting a better plan, flagging a renewal, or resolving an issue before it even happens.

Because ADP is powered by Agent OS, you can build once and deploy everywhere you are — chat, phone, SMS, email, contact center conversations, or via Headless API. Best of all, every conversation enriches your agent’s memory, making future interactions more human and impactful.

How it works

Sierra’s ADP combines memory and AI-powered decisioning to deliver personalized recommendations that improve customer experiences and business outcomes across any channel.

Memory

ADP unifies everything your company knows about a customer — across sessions, channels, and systems — into one intelligent layer. It connects unstructured data (chats, emails, calls) with structured data (CRM, billing systems, transactions) integrating with existing data warehouses or other systems of record. This gives your agent full context: what’s been said and what’s been done.

With that understanding, your agent can reason, decide, and act — spotting patterns, anticipating needs, and recommending next steps. Every interaction strengthens its intelligence. For companies, that means every exchange begins with understanding, not discovery. For customers, every experience feels genuinely personal.

Intelligent decisioning

The second core piece of ADP is decisioning. Rather than static, “one-size-fits-all” offers or rules, Sierra uses AI to personalize and optimize high-value actions for each individual customer. This shifts your agent from simply following procedures to thinking and true agency — balancing customer happiness, loyalty and revenue in real time.

Behind every ADP recommendation is a strategy you define: audience, outcomes, inventory (products, plans, or offers), and triggers for when and how they’re presented.

By combining memory and intelligence, ADP transforms agents from reactive responders into proactive problem-solvers — anticipating needs, growing relationships, and turning the long-promised dream of personalization into reality: intelligence that remembers, reasons, and acts.

Transforming customer data into lasting loyalty

Leading brands in media and retail are already using ADP to deliver more personalized experiences and build stronger, longer-lasting relationships across the entire customer journey. By combining what they already know about each customer — membership history, offers, engagement patterns — with real-time learning from agent interaction, they can deliver the right offer for every individual. Teams can also define clear guardrails to balance retention and revenue, ensuring every decision is both precise and on-brand.

If you’re interested in learning more about how you can use ADP, reach out to your account team or get in touch.