Customer Service
Airtable unified conversational support agent
Airtable uses Sierra as one conversational support entry point that answers in context instead of sending users to articles.
Author: Sierra
What was done
Airtable partnered with Sierra to replace a fragmented support experience with one intelligent chat and email layer for customers ranging from solo builders to Fortune 100 teams. The Sierra agent gives step-by-step contextual answers, maintains context as topics shift, and resolves multi-turn email conversations that previously needed human support. Sierra reports an 80% AI resolution rate and says the agent carries roughly the workload of 95 full-time support agents while Airtable creates an AI Agent Architect role for ongoing ownership.
Stack
Sierra
Sierra Agent
Email
Chat
Airtable Omni