What is an AI agent? This is the first question I’m often asked when talking to new customers.
Put simply, agents are software that can complete tasks on their own, i.e. without supervision, just like a human. And they’re called agents because well, they have agency. This ability to think through problems and take action independently stems from the large language models (like those that underpin ChatGPT) on which agents are built. It’s a very different, far superior approach to the rigid, rules-based software we grew up with.
Which leads to the second question: why does my business need an AI agent? Because AI agents solve the age-old tension between better experiences and higher costs—so you can serve more customers, more often, and in more meaningful ways.
When the Internet started, businesses got websites—a digital business card—and when mobile came along, many added an app. These improved the experience but still left customers doing most of the heavy lifting: from finding just the right pants from hundreds of different options to the complexities of navigating a refund or setting up an exchange, all on a clunky website.
In a world of artificial intelligence, AI agents—not customers—can do that leg work. Now, if that sounds like the promise of enterprise software through the ages, here are five real life examples of how real agents are helping real brands and their customers today:
- Send a refresh signal to a satellite radio. SiriusXM’s agent, Harmony, can do exactly that, helping subscribers find a favorite radio show while she’s at it.
- Fit a bra. In fact, ThirdLove finds that its customers share more information with Barbra, their brand's AI agent, than they would during an in-person fitting as the experience feels more personal and private.
- Fix a faulty alarm panel. Ever woken up in the middle of the night and not been able to figure out what’s beeping and why, only to be put on hold? With ADT, customers can now call their agent 24/7 with no wait time to solve the problem.
- Pick the perfect pillow. Casper helps customers find the right fit based on sleep position, material preferences, and features like cooling or extra support.
- Prevent a customer from churning. Turns out AI agents can be even more effective than call center agents at saving customers—helping drive long term revenue for their business.
Sierra-powered agents have proven so effective, companies are now using them across every moment of the customer journey that matters—from product advice and recommendations to account set-up and management, loyalty programs, returns or exchanges, and technical support.
Better customer experiences are built on Sierra. Want to learn more? Let’s talk.
