Sierra

Customer initiates a return via web chat.

Sierra Agent accesses the Customer Data integration to recall recent purchases instantly.

Agent provides return options and processes the selected choice through the system of record.

A confirmation receipt and shipping label are automatically sent via the customer's preferred channel (e.g., WhatsApp or Email).

User contacts support via voice or text regarding a strange charge.

Sierra seamlessly hands off to a secure authentication flow to verify identity.

Agent queries the bank's core system of record to analyze the transaction details.

Agent explains the charge clearly and offers a proactive workflow to lock the card or dispute the charge if fraudulent.

Agent detects a sudden influx of similar geographic complaints and cross-references with internal network monitoring tools.

When an affected user connects, the Agent proactively acknowledges the outage based on their account address.

Agent provides an estimated time of resolution and offers to send an automatic SMS update when service is restored.

Upon resolution, the proactive engagement engine triggers SMS notifications to all affected and subscribed users.

Airline systems send a cancellation signal to Sierra's Agent Data Platform.

Sierra proactively sends a WhatsApp or SMS message to affected passengers with a link or text option for alternative flights.

Passenger selects their preferred new itinerary within the chat interface.

Sierra updates the booking system of record and issues new digital boarding passes via email.

Patient calls the clinic's main line and is greeted by the Sierra Voice Agent.

Patient requests to reschedule an upcoming appointment.

Agent connects to the Electronic Medical Record (EMR) scheduling API, finds available slots, and verbally offers them to the patient.

Patient confirms a new time; Agent updates the EMR and triggers an automated confirmation email.