Sierra launches Accelerators for reusable AI agent workflows
Sierra Blog says Accelerators are packages that create and maintain common customer-experience workflows for AI agents, with basic integrations and guardrails. The first Accelerators are available in Agent Studio, while Ghostwriter customizes them for a business; industry examples span banking, healthcare, telecommunications, media and insurance.
Sierra says Accelerators let businesses add reusable, maintained workflows without replacing their existing software, while giving teams control over reviewing and applying updates.
AI is commoditizing the basic building blocks of many customer experiences. Across industries, those building blocks are high-volume workflows, like order tracking and returns in retail, appointment scheduling in healthcare, first notice of loss and document collection in insurance, and ID verification and dispute intake in lending.
Accelerators create and maintain these workflows out-of-the-box along with basic integrations and guardrails, while Ghostwriter customizes them for your business. This frees up your team to focus on what truly differentiates your business: your customer relationships, products and services, policies, and how good or bad every interaction feels.
Accelerators make the basics quick and easy
Many Accelerators are consistent across industries — like greetings, the ability to interact in multiple languages, match names accurately, or collect customer satisfaction (CSAT) feedback at the end of a conversation.
Others are industry specific, for example:
- Transaction search, dispute status, and guardrails for conversations about financial advice and lending in banking.
- Appointment scheduling, patient authentication, and clinical safety guardrails that recognize when a routine call becomes urgent in healthcare.
- Retention journeys for when a customer calls to cancel, plus billing, payments, and proactive upsells in telecommunications or media.
- Quoting, first notice of loss intake for claims, and guardrails covering coverage advice, coverage decisions, claim outcome promises, and more in the insurance industry.