tools
Ghostwriter
Ghostwriter helps customer experience teams build, test, and improve AI agents using prompts, source materials, and conversation data.
Ghostwriter is Sierra's agent-building agent. Teams describe desired behavior or upload SOPs, transcripts, whiteboard photos, and audio to create or modify customer-facing agents.
It generates simulations, tests edge cases, diagnoses failed tests, and applies fixes. It can also use strong support interactions and Explorer recommendations to improve agents. Sierra deploys its agents across channels and prices the overall service by outcomes; no public Ghostwriter tier pricing was found.
Features
- Build or modify agents with prompts instead of clicks
- Create customer journeys from SOPs, transcripts, photos, and audio
- Show proposed agent changes for review before deployment
- Automatically generate simulations after builds or updates
- Identify and test edge cases
- Diagnose failed simulations and implement fixes
- Improve agents from recordings or transcripts of strong interactions
- Apply Explorer recommendations with a Fix with Ghostwriter action
Use cases
- Build a claims intake agent with an SMS photo-upload flow
- Create a loan qualification agent that verifies financial information
- Generate an onboarding agent from existing technical documentation
- Build a voice agent from customer call transcripts
- Turn a process diagram into a customer-support workflow
- Deploy an account-unlock agent for production support
Pros
Cons
Latest updates
- Introducing Compliance Console
Compliance Console gives companies controls to help agents follow rules across channels, use cases, states, and countries.
- Sierra is on Google Cloud Marketplace
Sierra is available on Google Cloud Marketplace.
- From conversation to payment: Sierra and Stripe
Sierra and Stripe let customers pay and get a receipt during the same call.
- Sharing a draft of Personal Agent Protocol
Published a draft of Personal Agent Protocol (Poppy) and announced 35 additional design partners.
- Caller ID in the age of agents (fleming-1)
Sierra introduced fleming-1, a model for detecting when a caller is another agent.
Capabilities
- Automations — “The cycle of analyzing, improving, testing, and shipping happens automatically—and better and better agents emerge.” source
- AI agents — “Ghostwriter: the agent-building agent” source
- Connects your apps — “Bring your team the evidence in Slack or Teams and a proposed next step, then follow the result after release.” source
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 27001 — “ISO/IEC 27001:2022” source
- ISO 42001 — “ISO/IEC 42001:2023” source
- GDPR — “Enabling EU Customer Privacy: General Data Protection Regulation” source
- HIPAA — “Sierra HIPAA Audit Report (2026)” source
- Data kept in the EU — “Global (localization available in United States, European Union, Southeast Asia, Japan, Australia)” source
Pricing
- Prices checked
- 2026-10-27
Ghostwriter
Price on request
- Build or modify agents via natural language prompts (no code/clicks)
- Upload SOPs, transcripts, audio, or docs to generate agents
- Auto-generate simulations and test edge cases
- Proactive monitoring and improvements in Slack/Teams
- Full transparency: review/approve before live
- Outcomes-based pricing (pay for results, not tokens)