Richard Nieva at Forbes (Paywall) profiles Sierra, an AI powered customer experience startup from Bret Tayler (OpenAI Chairman) and Clay Bavor -> Inside OpenAI Chairman’s $10 Billion AI Customer Service Startup Sierra

Richard Nieva on Twitter -> Richard Nieva on X: “New: I profiled Sierra, the $10B AI customer service startup from Bret Taylor and Clay Bavor, which wants to make AI agents the primary way businesses interact with customers. For the piece, I talked to their old bosses, Mark Zuckerberg and Sundar Pichai https://t.co/tDZUFyXQz6” / X

That is actually really interesting -> Talking to Zuckerberg and Pichai to get better insight on the co-founders of Sierra.

Details on Sierra

1. Sierra’s Who We Are Page -> About Sierra | Sierra
2. Sierra’s customers include – Clear, Casper, Minted, ADP, Wilson, Sonos, Ramp, Tubi, CDW, Sirius XM, AOL, Weight Watchers, and Thrive Market

Customer Experience vs Customer Service

Find it really interesting that Sierra are pushing ‘Customer Experiences’ as what they help build i.e.

Sierra helps businesses build better, more human customer experiences with AI.

What they are building are Customer Service Agents that mirror the nuances of human behavior and deliver near human customer service.

Yeah, we could certainly use AI customer service much better than what current exists. At the moment AI customer service means endless frustration and then eventually figuring out how to get a real human.