WeightWatchers empathetic care agent

What was done

WeightWatchers partnered with Sierra to build a member-care agent that can respond with the company's tone while supporting policy and service changes faster than previous chatbot workflows. The agent is used by the customer-care team to resolve routine member questions and preserve human attention for more sensitive cases. Sierra reports a CSAT score of 4.6 and an approximately 70% resolution rate.

Stack