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Sierra Charges Only When Its AI Agents Actually Fix Your Problem
Bret Taylor and Clay Bavor built a customer-service company that bills per resolution, not per seat. Two years in, it is worth $15.8 billion and runs support for 40% of the Fortune 50.
Sierra Hit $15.8B, Aisera Got Bought. The Agents Grew Up.
Two AI customer service companies took very different exits from the same stretch of the agentic-AI boom. One raised nearly a billion dollars at a $15.8B valuation; the other got folded into a bigger machine. The split says a lot about where enterprise AI is heading.
The Best Customer Service Doesn't Sound Like a Call Center
A field report on the quiet revolution in customer service: the shift away from the scripted, hold-music call center toward conversations that sound human. It maps the companies rebuilding support from the ground up - Genesys, NICE CXone, Five9, UJET, Talkdesk, and Bret Taylor's Sierra - and argues that in an age of AI agents, the winners are the ones who make talking to a company feel less like filing a ticket and more like getting help from someone who remembers you.