Sierra and ADT have joined forces to provide customers with an enhanced and personalised customer experience through the use of AI technology. The partnership was announced earlier this week, with ADT deploying Sierra’s AI agent to improve support and provide an ‘always-available’ service. Bret Taylor, Sierra’s co-founder and OpenAI’s board member, shared the news on LinkedIn. This collaboration comes after Sierra secured $175 million in funding and reached a $4.5 billion valuation, an upgrade from the previously announced $4 billion valuation.
ADT is a platform that utilises AI and other technologies to enhance products and customer care. With this partnership, ADT will be able to handle a wide range of customer inquiries, including system troubleshooting and account management, through AI-driven interactions. In a blog post, ADT explained the need for a partner company that is not only an expert in technology but also in strategically applying it to customer care. Wayne Thorson, EVP & chief business officer at ADT, stated that Sierra’s strategic insight and relevant expertise made them the ideal partner for this collaboration.
In October, Sierra announced 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 AI agent can address various help centre questions, including system troubleshooting and account management. It can also 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. This integration of Sierra’s AI technology reflects ADT’s commitment to improving customer experience by streamlining interactions and providing efficient support. It marks a significant step towards modernising and simplifying customer service processes for ADT’s broad base of users.
