‘The data we get from Sierra helps us spot patterns we couldn’t identify before, right as issues or opportunities emerge.’
Leala Francis
SVP, Customer Insights and Member Experience
Insights
Evaluate and optimise your agent's performance
Reporting
Understand how your agent is performing and impacting your business with powerful analytics and custom reports.
Key metrics
Track how your agent performs against your most critical metrics, such as CSAT, case resolution and more.
One-click investigation
Click any data point on a report to launch Explorer and instantly investigate what's driving that trend.
Automated tagging
Gain insights into what your customers are most interested in with automated conversation tagging and categorisation.
Experimentation
Maximise customer engagement and business growth.
Value discovery
Transform potential cancellations into opportunities to better serve customers while maximising long-term value.
Conversation design
Experiment with variations in agent behaviour, such as hand-off rules or levels of determinism, to improve engagement and satisfaction.
Intelligent decision-making
Personalise how your agent interacts with customers based on agent memory, customer profile, and more.
Observability
Gain visibility into every agent action to drive continuous improvement.
Monitoring
Automatically identify conversations that need extra attention from your team with continuous monitoring and alerts.
Auditing
Understand the reasoning behind every agent action or answer—view knowledge sources, accessed systems and more.
Alerting
Spot emerging issues, such as abuse attempts or performance drops, early and integrate alerts with your existing tools.
Related products
Explorer
Ask any question in natural language, and Explorer will use analytics and sample customer conversations to provide answers and actionable recommendations.
Agent Studio
Empower customer experience teams to build and manage agents—without writing a line of code. Set up customer journeys, configure knowledge, run simulations, and more.
Discover what Sierra can do for you
Find out how Sierra can help your business build better, more human customer experiences with AI.