Sierra 推出 Accelerators：把客服 AI 智能体的基础工作流做成开箱即用组件

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.

Here’s what that looks like in practice: A media company adds the retention Accelerator to their agent, then uses Ghostwriter to adapt it to their own cancellation policies and offers, and the agent is ready for testing in minutes.

Maintained by Sierra, controlled by you

Each Accelerator is a package added to your agent. Unlike one-time templates, they can improve while preserving what’s specific to your business. Accelerators track your changes separately from the underlying workflow, so when Sierra releases an update, they carry over. You review the full set of changes — including how they fit with what you’ve customized — before deciding whether to apply the update.

Accelerators also work across different software systems. A transaction search Accelerator, for example, includes the workflow for finding a customer’s past payments. Your company connects that workflow to the system where those records are held, so you can use the Accelerator without replacing the software your business already runs on.

Soon, your teams will be able to build Accelerators of their own and share them across your company. A login flow or a set of guardrails approved by the legal team could be built and tested once, then added to other agents without each team having to recreate it. What your teams build stays yours and never leaves your company.

The first Accelerators are available today in Agent Studio, with more to follow. To learn more, reach out to your account team.