The next Horizon in agents
Introducing Horizon
Today, Sierra is announcing Horizon, a platform that enables agents to pursue long-horizon goals, like originating a loan or getting prior authorization for a healthcare procedure.
With Horizon, you can build agents that go far beyond customer service, truly driving revenue growth. Horizon agents proactively engage with your customers over days, weeks, or months, using the power of agentic AI to determine the steps required to close a sale, upgrade a subscription plan, or schedule a test drive.
With each interaction, your Horizon agent gets more intelligent. When your agent closes a sale (or gets rejected), it automatically learns to improve its decision-making for future customer conversations. The data foundation of Horizon – the memory of your customer interactions – becomes a durable, expanding moat for your business that compounds as your agents power more of your customer experience.
Where agents to date have delivered customer experiences, Horizon delivers outcomes.
Why Horizon
Horizon is the most significant expansion of Sierra since we launched in 2024. We have always believed that your AI agent will become your company’s digital front door, eclipsing your web site and mobile app to become the primary way you engage with your customers and partners.
We started with Agent OS, which has become the leading conversational AI platform for businesses globally. Agent OS now powers phone calls and chats for hundreds of companies, from Santander to Rocket Mortgage and Cigna – including almost half of the Fortune 50.
But an individual conversation is just a small ingredient in most complex business outcomes. One of our design partners for Horizon is a US healthcare provider using the platform to schedule referrals from primary care physicians to specialists. Getting those appointments scheduled can involve dozens of texts and phone calls – with the patient, with the specialist, and with the referring physician. What existing AI platforms are missing is the context engine to stitch together every interaction, and long-horizon planning to enable the agent to reason between engagements about what actions to take to maximize the odds of the appointment getting scheduled.
Horizon brings long-horizon planning and a flexible context engine to Agent OS, so you can orchestrate any number of outbound and inbound customer interactions to drive the outcomes that matter most to your business, from revenue growth to churn reduction.
Within your agents, you can use the context engine to make your interactions truly intelligent rather than hard-coded. Rather than following a rigid standard operating procedure or set of rules, your agent can pursue a goal, learning from previous customer interactions to make the offer that is most likely to be accepted or even greet the customer in the way that is most likely to delight them.
AI Tokenomics and Moats
We speak to hundreds of business leaders every month about AI, and two topics have dominated recent discussions:
- Differentiation – How can you build a durable moat in your business as frontier AI progresses so rapidly? How do you not “cede value” to AI models as you grow your business with AI, as Satya articulated last month?
- Tokenomics – How can you control token spend and get value from your AI investment?
Horizon is Sierra’s opinionated answer to both of these questions.
With Horizon, your relationship with your customers becomes a durable, defensible moat for your business that deepens as AI improves. With every agent conversation, the context about your customers gets richer and your agents become more effective. That proprietary context remains yours as frontier intelligence improves, enabling you to deepen your differentiation and benefit from new models without fear that doing so could help your competitors.
And with Horizon, you don’t pay for tokens, you pay for business outcomes delivered. We bear the burden of managing token spend, and you can focus on what matters most to your business: growing your customer base and driving revenue.
We’re excited to partner with you to help grow your business with Horizon.
