Meet Agent Studio: build sophisticated agents without code

Great agents are not built in silos. They’re the product of tight collaboration between customer experience, operations, engineering, and marketing. Sierra’s Agent OS is designed to support that partnership — enabling teams to build, test, and improve agents through both no code tools and programmatic development.

With Sierra, companies can mix and match to meet their needs, evolving those choices as their agents scale. Best of all, you don’t need to choose between power and ease of use. Everything that’s possible programmatically — from sophisticated workflows for voice and chat to simulations and supervisors — can be done without code. This post focuses on how teams can build highly effective, production-ready agents quickly with Agent Studio, Sierra’s no-code solution.

Configure your agent’s knowledge base

Agents need expertise and context to perform well — but with Sierra you don’t need to train them from scratch. Just connect your agent with your existing sources of knowledge: help centers, internal documents or custom articles via JSON. You can also create new articles directly in Agent Studio.

Sierra agents use Retrieval-Augmented Generation (RAG) to turn that knowledge into high-quality, natural responses. They're optimized for:

• Accuracy: Prioritizing the most relevant information.
• Latency: Using fast, fine-tuned models, parallelism, and smart caching for speed.
• Scale: Supporting knowledge bases with hundreds of thousands of articles.
• Experience: Asking follow-up questions or offering helpful alternatives when needed.

The system also flags “knowledge gaps” — for example where answers are missing or incomplete — so teams can improve resolution rates or CSAT over time.

Apparel brand addresses customer issues in real-time

The company saw a 65% spike in customer inquiries due to international shipping delays. Rather than rewrite or retrain it, the CX team was able to update the agent’s knowledge instantly — maintaining service levels without adding staff.

Financial services platform automates troubleshooting with third party integrations

The company uses Agent Studio to handle technical issues like multi-factor authentication. When the agent can’t resolve the problem, it triggers a third-party API to reset access — cutting resolution times from 23 to 4 minutes. Their team continuously refines the agent’s logic as new issues emerge.

Define your agent’s behavior with journeys

Once your agent understands the content and context, you can define how it handles specific workflows — using natural language to create journeys. These include steps like referencing articles, calling external APIs, or gathering information from customers. You can also tailor journeys or steps to each channel, such as sending authentication links through chat and confirmation codes over the phone.

This enables teams of all technical abilities to build sophisticated workflows. For example, a large UK insurance provider uses journeys to file claims, a healthcare provider to triage medical issues, and a consumer tech company to troubleshoot hardware issues.

Agent Studio also makes it quick and easy to test and adjust your agent’s behavior as you build new journeys, including the ability to see its reasoning alongside its responses. Before releases, you can run simulations to ensure it’s meeting your expectations across many different use cases.

Sporting retailer scores a new customer experience in weeks with journeys

The company transformed their support from overflowing inboxes to a live AI agent in just weeks, with five customer journeys: FAQs, order tracking, returns, sizing recommendations, and routing sales leads. They now have resolution rates of 75%, and customers don’t have to wait for answers.

Entertainment brand scales across voice and chat

The company built journeys for their most frequent requests — like reservations, policies, and location information. In just three months, they launched in both chat and voice, with resolutions rates of 86% and 79% respectively.

Customizing your agent to fit your brand

To perform well, agents need to reflect the brands they represent. With fine-grained controls over colors, logos, greetings, and tone, Agent Studio makes it easy to create a signature personality. For example, customers like ThirdLove (Barbra) and SiriusXM (Harmony) bring their brand to life through every interaction.

Whether you’re scaling to meet higher demand, streamlining complex workflows, or tailoring every interaction to your brand, Sierra gives you the tools to do it fast — building and launching agents that deliver results from day one. No code required.