Sierra announced its partnership with ADT, a security company that provides home and business security systems and services, earlier this week. As per the partnership, ADT will now deploy Sierra’s AI agent to scale support and deliver an ‘always-available’ and personalised customer experience.
Bret Taylor, Sierra’s co-founder and OpenAI’s board member, also took to LinkedIn to announce this latest development.
As reported earlier this year, Sierra secured $175 million in funding and reached a $4.5 billion valuation, which was an upgrade from the previously announced $4 billion valuation.
ADT is a platform built on leveraging AI and other technologies to enhance products and customer care. This collaboration enables ADT to handle a wide range of customer inquiries, including system troubleshooting and account management, through AI-driven interactions.
In Sierra’s official blog, ADT explained the need for a partner company that is expert in both the technology and strategically applying it to customer care.
“We spoke to several companies, but Sierra brought unmatched strategic insight and relevant expertise. Sierra didn’t just offer a technical solution—they helped us rethink our approach to the customer experience,” says Wayne Thorson, EVP & chief business officer at ADT.
In October, Sierra revealed that its AI agent now has the capability to engage in live phone conversations with customers, handling real-time interactions while using service-specific context to align with the company’s communication style.
The Sierra AI agent addresses various help centre questions, including system troubleshooting and account management. It can assist with common questions such as “Why is my system beeping?” and account-related concerns, including “How do I sign up for EasyPay?” or “How do I change my password?”
As part of ADT’s ongoing transformation, the AI agent’s functionalities are set to expand further. Upcoming capabilities will allow customers to make payments, reschedule service appointments, order supplies such as yard signs or batteries, and handle additional service-related tasks.
The integration of Sierra’s AI technology reflects ADT’s commitment to improving customer experience by streamlining interactions and providing efficient support. This development marks a significant step toward modernising and simplifying customer service processes for ADT’s broad base of users.
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