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  • Evaluating Sierra?

Sierra is built for one CX job. We're built for all of them.

Sierra builds an AI layer on top of your existing helpdesk. Delight.ai gives you the full CX suite: AI governance, a native helpdesk, and complete ownership in the hands of your team.

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7B+Conversations/month
300M+Monthly active users
99.9%+Uptime SLA
10+ yrEnterprise infra

Delight.ai vs Sierra :
The gaps Sierra leaves open on the decisions that matter

AI governance & trust
Trust OS with policy enforcement, human oversight, and full observability. Every AI decision is auditable.No equivalent governance layer. Monitoring relies on supervisory AI without structural safeguards.
Customer control
CX teams own actionbooks. Build and deploy without vendor dependency.Changes require Sierra’s services team, slowing iteration.
CX stack completeness
AI concierge, desk, and messaging in one platform. One vendor, no integration drift.AI layer on top of existing helpdesks (Zendesk, Salesforce). Requires additional integrations.
Agent scope
One AI concierge across the full customer lifecycle. Not just a support tool.Focused on inbound support and ticket resolution.
Channels
Chat, voice, SMS, email, social with shared persistent memory.Multi-channel, but context is limited to each session.
Infrastructure
Native messaging infrastructure built on Sendbird. Production-proven for over a decade.No proprietary messaging layer. Relies on external helpdesk infrastructure.
Capability
Delight AI agent
Sierra
AI governance & trust
Trust OS with policy enforcement, human oversight, and full observability. Every AI decision is auditable.
No equivalent governance layer. Monitoring relies on supervisory AI without structural safeguards.
Customer control
CX teams own actionbooks. Build and deploy without vendor dependency.
Changes require Sierra’s services team, slowing iteration.
CX stack completeness
AI concierge, desk, and messaging in one platform. One vendor, no integration drift.
AI layer on top of existing helpdesks (Zendesk, Salesforce). Requires additional integrations.
Agent scope
One AI concierge across the full customer lifecycle. Not just a support tool.
Focused on inbound support and ticket resolution.
Channels
Chat, voice, SMS, email, social with shared persistent memory.
Multi-channel, but context is limited to each session.
Infrastructure
Native messaging infrastructure built on Sendbird. Production-proven for over a decade.
No proprietary messaging layer. Relies on external helpdesk infrastructure.

Three things Sierra was not built to do.

Sierra is a strong product for one job: resolving inbound support tickets. Delight.ai is built for the full picture. AI agent governance at the response level, CX team ownership without a services dependency, and a complete AI customer service stack under one vendor.

Actionbooks are yours

Your CX team writes, tests, and deploys Actionbooks independently. With Sierra, every change goes through their services team.

Trust OS, built in

AI responses are governed by built-in observability, oversight, and policy controls—not a post-hoc monitoring layer.

One stack, one vendor

Sierra sits on top of your existing helpdesk—another vendor and system to manage. Delight.ai includes Desk natively.

Where Sierra is strong. 
Where we differ.

We believe the strongest case for delight.ai is an honest one. Here's where Sierra excels, and where we're built differently.

When to choose each platform

You need AI safety built in
Built-in AI governanceTrust OS governs every response with policy controls, oversight, and full auditability. No configuration required.Monitoring, not governanceSupervisory AI monitoring detects issues after they occur. No equivalent governance layer.
Your team needs to move fast
CX team ownershipCX teams write, test, and deploy Actionbooks without vendor dependency.Services dependencyChanges require Sierra’s services team, slowing iteration.
You want one CX stack
Unified CX platformAI concierge, Desk, and messaging in one platform. One vendor, one contract.Layered architectureAI layer on top of existing helpdesks. Requires additional vendors and integrations.
You need a fast deployment
Fast deploymentDeploy in weeks. Your CX team owns configuration from day one.Services-led deploymentServices-led deployments typically take 3–6 months.
Capability
Delight AI agent
Sierra
You need AI safety built in
Built-in AI governanceTrust OS governs every response with policy controls, oversight, and full auditability. No configuration required.
Monitoring, not governanceSupervisory AI monitoring detects issues after they occur. No equivalent governance layer.
Your team needs to move fast
CX team ownershipCX teams write, test, and deploy Actionbooks without vendor dependency.
Services dependencyChanges require Sierra’s services team, slowing iteration.
You want one CX stack
Unified CX platformAI concierge, Desk, and messaging in one platform. One vendor, one contract.
Layered architectureAI layer on top of existing helpdesks. Requires additional vendors and integrations.
You need a fast deployment
Fast deploymentDeploy in weeks. Your CX team owns configuration from day one.
Services-led deploymentServices-led deployments typically take 3–6 months.

You have a dedicated engineering team

Agent Studio, CI/CD pipelines, and Workspaces are built for teams managing AI agents at the code level.

Support deflection is your only objective

If your focus is purely inbound ticket resolution—not the full customer lifecycle — Sierra is built for that job.

You do not need visibility into AI decisions

Sierra lacks response-level governance. If auditability and brand control are not priorities, that tradeoff may be acceptable.

Questions to ask any AI vendor—including us.

The right questions surface the real differences between platforms.

See the difference in 30 minutes.

We'll show you AI governance and full CX ownership live, with your use case.

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