tools
Sierra Insights
Sierra Insights helps teams analyze, test, monitor, and improve AI agent performance across customer conversations.
In inglese
Sierra Insights provides reporting, experimentation, and observability for customer-facing AI agents. Teams can track metrics such as CSAT and case resolution, investigate trends, test agent behavior, and review agent actions.
It supports automated conversation tagging, monitoring, auditing, and alerting. Sierra describes its commercial model as outcome-based pricing, but no public tier prices were available on an official pricing page during this search.
Features
- Track agent performance using metrics such as CSAT and case resolution
- Investigate report data with one-click handoff to Explorer
- Automatically tag and categorize customer conversations
- Experiment with hand-off rules and agent behavior
- Personalize decisions using agent memory and customer profiles
- Monitor conversations with continuous review and alerting
- Audit agent decisions, knowledge sources, and system access
- Detect abuse attempts and performance drops with alerts
Use cases
- Measure customer-service agent performance
- Investigate trends in CSAT and case resolution
- Test changes to hand-off rules and agent behavior
- Review why an agent took a specific action
- Detect emerging abuse attempts or performance problems
Pros
Cons
Latest updates
- Next gen multimodal agents: an interface that morphs with the conversation
Sierra’s multimodal agents bring voice, text, and visuals into the same conversation.
- Release governance: guardrails for agents at scale
Release governance brings checks, approvals, and staged rollouts from a builder's Workspace to a live customer conversation.
- The follow-up is the sale
Sierra’s Horizon agents can proactively engage prospective customers over days, weeks, or months until they buy or move on.
Security
- SOC 2 Type II — “Sierra SOC 2 Type II Audit Report (2026)” source
- SOC 2 — “Sierra SOC 2 Type II Audit Report (2026)” source
- ISO 42001 — “ISO/IEC 42001:2023” source
- GDPR — “Compliance ISO/IEC 27001:2022 ISO/IEC 42001:2023 SOC 2 HIPAA PCI DSS 4.0.1 GDPR” source
- HIPAA — “Sierra HIPAA Audit Report (2026)” source
- Data kept in the EU — “Global (localization available in United States, European Union)” source
Pricing
- Prices checked
- 2026-09-25