Ben Dong

Ben is a software engineer on the Knowledge team at Sierra. Previously, he worked on card payments at Stripe and on the home timeline at Twitter. He studied Electrical Engineering and Computer Sciences at UC Berkeley.

Posts by Ben Dong

Text "Improving search" on a blurred green and pink background

Golden articles: Evaluating and improving search

Search evaluation shouldn’t be static — it should reflect what actually helps resolve real customer issues. By measuring performance daily against production conversations and feeding those signals back into the system, we've built a continuously improving system for resolving customers’ needs.

14. April 2026

Meet Linnaeus and Darwin: Search models that drive higher resolution rates

Our purpose-built retrieval and reranking models outperform off-the-shelf ones, driving up to 16 percentage point improvements in resolution rates.

3. April 2026

Ben Dong

Posts by Ben Dong

Golden articles: Evaluating and improving search

Meet Linnaeus and Darwin: Search models that drive higher resolution rates

Entdecken Sie, was Sierra für Sie tun kann

Posts by Ben Dong

Golden articles: Evaluating and improving search

Meet Linnaeus and Darwin: Search models that drive higher resolution rates