What I like best about Sierra is its ability to deliver AI-powered customer support that feels natural, personalized, and highly efficient. The platform has a clean, intuitive interface that makes it easy to configure AI agents, monitor conversations, and review performance metrics. Its integrations with CRM and business systems allow the AI to access relevant customer context, resulting in more accurate and helpful responses. Performance has been reliable, with fast response times and high-quality conversational AI that handles routine queries effectively while seamlessly escalating complex issues when needed. The onboarding process is well-structured, making it easier for teams to adopt the platform and start seeing value quickly. Review collected by and hosted on G2.com.

While Sierra delivers a strong AI customer experience, some advanced configuration options can take time to learn, particularly for teams deploying complex conversational workflows. I'd also like to see more flexibility in customizing AI behaviour, reporting dashboards, and conversation analytics to better suit different business needs. Although the platform integrates well with major enterprise systems, broader support for niche applications and additional pre-built integrations would make implementation even smoother. Performance has been reliable overall, but more detailed AI decision explanations and expanded onboarding resources would help users build confidence and optimise the platform more quickly. Review collected by and hosted on G2.com.

It lets library staff carry out the same core functions available in the traditional Sierra Desktop Application, but directly through a web browser. Review collected by and hosted on G2.com.

It’s slow and lags a lot. It’s also very difficult to navigate, and I need more clarity when trying to find and understand the information. Review collected by and hosted on G2.com.

What I like best about Sierra is how natural and conversational it feels. It understands context well, remembers what has already been discussed, and responds in a way that feels more like talking to a person than a traditional chatbot. It also provides fast, relevant answers and asks thoughtful follow-up questions, making conversations smooth and engaging. Review collected by and hosted on G2.com.

One thing I dislike about Sierra is that it can sometimes sound overly polished or scripted, especially in more complex conversations where a more personalised response would be helpful. There are also times when it struggles with highly specific or unusual requests, requiring a human agent to step in. While it handles routine interactions well, there is still room for improvement in adapting to more nuanced situations. Review collected by and hosted on G2.com.

What I like most is that it lets us build sophisticated AI agents without needing a huge engineering team. Anyone can define workflows in plain English using Agent Studio, while developers still have full control with the Agent SDK when they need it. I also really appreciate the outcome-based pricing, since we only pay when the agent actually resolves an issue—not just for usage or seats. Review collected by and hosted on G2.com.

What I dislike most is the lack of pricing transparency—you have to go through a full sales cycle just to get a quote, with annual contracts reportedly starting around $150,000 and setup fees up to $200,000. On top of that, voice latency can reach 700ms, which creates awkward dead air during calls. I’ve also noticed the platform can struggle to maintain context in longer conversations, which sometimes leads to repetitive or overly generic responses. Review collected by and hosted on G2.com.

I like Sierra's ability to deliver natural, human-like conversations while maintaining high accuracy and consistency. It automates routine requests and seamlessly handles more complex conversations by routing them to human agents, which has significantly improved both team efficiency and overall customer experience. I also appreciate how it feels more personalized, helping customers feel understood rather than like they're talking to a basic chatbot. It asks relevant follow-up questions and provides accurate responses, leading to higher first contact resolution rates and better customer experience. The setup is easy too. Review collected by and hosted on G2.com.

We find training the AI for highly specialized or industry-specific use cases requires significant time and ongoing refinement to consistently deliver the right responses. Expanding integration options with a wider range of third-party business applications and providing more flexibility in workflow customization would make the platform even more adaptable for organizations with complex support processes. Review collected by and hosted on G2.com.

I like that Sierra is simple and fast, helping me find the information I need without much effort. I most use the searching and Question and Answer features because they help me find relevant information quickly and provide clear answers. It has been useful for understanding new concepts and finding information faster, and it reduces the time I spend searching through different websites and documentation. The initial setup was straightforward and didn't take much time, allowing me to start using it without any major issues. Additionally, using Sierra alongside Microsoft Teams, Outlook, Azure Portal, and Microsoft Learn helps me find information faster while working with these tools. Review collected by and hosted on G2.com.

I'd just like to see faster responses for complex queries and more consistent results when searching for technical information. It would be helpful if complex technical queries could be processed a bit faster without affecting the quality of the answer. Review collected by and hosted on G2.com.

I mainly use Sierra for supporting my day-to-day work and it really helps in creating drafts such as emails, job descriptions, and HR documents. It improves communication and brainstorming for employee engagement activities. I love that it's easy to use and genuinely saves a lot of time, making my work more productive without making it feel automated. The biggest value is that Sierra reduces the time spent on repetitive work while maintaining the quality of work and not compromising on professionalism. It makes everyday tasks more manageable. I also found the initial setup quite simple and straightforward, and the overall onboarding process was smooth and user-friendly. Review collected by and hosted on G2.com.

I find the platform works well, but there are a few areas I think could be improved. Sometimes I feel the response is a bit generic and needs manual refining, especially with HR-related communication. I think it would be helpful if the response could be faster and if more complex tasks could be customizable. Review collected by and hosted on G2.com.

I use Sierra to automate customer support conversations and provide quick, accurate responses to common customer questions. It helps us handle routine inquiries efficiently while maintaining a natural, conversational experience for users. I like most about Sierra is how natural and conversational the AI interactions feel. It responds quickly, understands customer questions well, and provides relevant answers without making the conversation feel robotic. I also appreciate how easy it is to customize the assistant to fit our support workflows and knowledge base. The platform is intuitive to use and has helped us improve response time while maintaining a consistent experience for our customers. One of the biggest advantages for us is how easy it is to tailor Sierra to our existing support process. We can update the knowledge base with product information, FAQs, and internal documentation, so the AI provides answers that are relevant to our business instead of generic responses. I also like that we can adjust the assistant's behavior and conversation flow to match the way our support team communicates with customers, which helps create a more consistent experience across different support channels. Integrating it with our CRM, internal knowledge base, and customer support platform helps the AI access relevant customer information and update documentation, making its response more accurate and consistent. Review collected by and hosted on G2.com.

Overall, my experience with Sierra has been positive, but there are a few areas that could be improved. The initial setup and customization can take some time, especially when building a detailed knowledge base or fine-tuning conversation flows. There is also a bit of a learning curve for new users who are not familiar with AI-powered support platforms. In addition, I'd like to see more built-in analytics and reporting options to make it easier to measure conversation performance without relying on external tools. These aren't major issues but addressing them would make the platform even more user-friendly. Review collected by and hosted on G2.com.

One feature I use regularly is the AI agent's ability to understand context across multiple turns in a conversation. This reduces the need for users to repeat information and results in faster issue resolution. Compared to traditional chatbot solutions, Sierra provides a much smoother and more human-like experience. Review collected by and hosted on G2.com.

like many AI-driven platforms, it can occasionally struggle with highly specialized or complex queries that require deeper business context. In these cases, conversations may need to be escalated to a human agent, which can interrupt the user experience. Review collected by and hosted on G2.com.

I really like that Sierra is well-organized and easy to navigate, which helps simplify everyday tasks and make them feel less complicated. The clean and professional layout makes it quick to get comfortable with the interface, and I'd say that clarity is a standout feature. It makes my daily work simple rather than overwhelming. I also like how Sierra smoothly integrates with other software I use, complementing my existing tools by keeping information organized and easy to access. Switching from another platform was straightforward, and the onboarding felt smooth and hassle-free. Review collected by and hosted on G2.com.

I find the navigation a bit slow and would appreciate more customization options. A stronger mobile experience would also help me when working on the go. Review collected by and hosted on G2.com.