Live Assist: AI superpowers for customer care teams

We announced Live Assist at Sierra Summit 2025. For the full list of announcements, read here.

Imagine if your contact center associates could remember every customer detail, type 10,000 words per minute, and use five different tools at once — all while staying consistent across every interaction.

Meet Live Assist — Sierra’s real time assistant for customer care teams. It brings the power of your AI agent to every in-person conversation, guiding associates as they resolve each inquiry.

The challenge

Working in a contact center is tough. By the time customers reach you, they’re often frustrated. Customer care associates must recall countless details — names, order numbers, product issues — and navigate multiple systems quickly. When it goes wrong, customers feel it; when it goes right, it builds trust. The challenge: helping every member of the team perform at their best.

Enter Live Assist

Live Assist gives care teams real-time guidance. Embedded directly into their screens, it eliminates the need to switch between tools. As customers speak, Live Assist captures the details automatically, searching the same help centers and internal knowledge bases that power your AI agents and surfacing the answers or next action needed. And it does all this while staying on-brand and compliant.

In addition, Live Assist highlights past interactions and relevant customer details so every response feels personal and informed. When action is needed — like a return or refund — Live Assist can trigger it instantly. The result: less stress for associates and quicker, better service for customers.

Build once, deploy everywhere

Live Assist runs on the same foundation as your AI agent. So you build once — refining your journeys, knowledge, and brand voice — and deploy across chat, voice, email, ChatGPT, and now in your contact center. Every interaction draws from the same goals and guardrails for a consistent experience that’s unmistakably yours.

Each Live Assist conversation also feeds insights back into your system, improving both contact center performance and AI agent accuracy. This, in turn, means shorter handle times, higher first-contact resolution, and happier, more confident teams.

Combining your expertise

Live Assist unites your people and AI — giving care teams the tools to deliver fast, consistent, human service that feels effortless.