The Pulse
Sierra Rebuilds Agent Studio Around Ghostwriter
Sierra has redesigned Agent Studio around Ghostwriter, bringing investigation, journey updates and testing into one conversation. The update also groups related agents into projects and adds review and release controls for changes.
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Ghostwriter, Sierra’s agent for building agents
Sierra says it has redesigned Agent Studio around Ghostwriter, its agent for building agents. The company published the update on November 2, describing a workflow that brings investigation, journey updates and testing into one conversation.
Previously, users moved between parts of Agent Studio to edit journeys, run simulations and review performance. The redesign lets users ask why resolution rates dropped, examine conversations, update a journey and test a fix in one conversation.
Ghostwriter stays with the work
Ghostwriter now remains available as users move through Agent Studio, including when they are looking at a journey, simulation or dashboard. Sierra says the assistant can see what users are viewing, letting them ask about a problem or request a fix without restating the context.
The redesign combines functions previously spread across Explorer, Sierra Assistant and other specialized agents. Sierra says users no longer need to know which tool handles each task. The shared workspace is where teams can investigate problems, work on improvements, test changes and decide what ships.
Ghostwriter is also described as an always-on teammate that understands how agents are performing. It can suggest improvements in Slack and Teams, and pushes changes live when they are approved. The redesign keeps Ghostwriter with users as they move among the parts of Agent Studio used to examine performance and make changes.
Sessions keep separate work together
Each Ghostwriter session works like a chat thread, keeping the conversation and the changes it makes together. Changes remain in the session until someone reviews and merges them. Sierra gives the example of investigating why more customers are asking to speak with a support associate in one session while building a new journey in another, without the work interfering.
Teams can share a session to work through a problem together or fork one to pick up where a colleague left off. Before anything merges, users can ask Ghostwriter to review a teammate’s changes. Each session therefore keeps the conversation and its related changes together for review.
One project can include several agents
Agent Studio now groups related agents into a single project with the data and channels they share. Sierra says teams can test and release those agents together. The company illustrates the setup with a lender: one agent collects documents from applicants, while another manages the application and follows up until the loan closes.
When the lender adds a document requirement, Ghostwriter updates what the first agent asks for and how the second agent follows up, all in one session. The example shows how a change involving related agents can be handled within the project.
Reviews gate changes before release
Sierra’s redesign adds line-by-line comparisons so teams can see exactly what Ghostwriter changed. Preview Chat and Simulations let them test behavior before merging those changes. The tools give teams ways to review the work and test how it behaves before it is merged.
Release governance adds required approvals and controlled rollouts. Sierra says nothing reaches customers until the team approves it. The company describes Agent Studio as a place where teams decide what ships, while Ghostwriter can push approved changes live.