tools
Sierra Insights
Sierra Insights helps teams analyze, test, monitor, and improve AI agent performance across customer conversations.
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