United StatesTechnology and telecom2026 – ongoingAirtable
Sierra AI support across chat and email
Airtable reached an 80% AI support resolution rate with Sierra, the supplier reported
Problem
Airtable's previous chat system often sent customers to documentation instead of resolving their questions. Separate support channels also produced inconsistent experiences.
Approach
Airtable deployed Sierra for conversational support, starting with chat and then email. The agent supplied contextual answers and handled multi-turn email exchanges. Support employees reviewed interactions and fed improvements into the system.
Results
Takeaway
The reported workload equivalent described support capacity rather than jobs removed. Sierra said human agents continued handling more complex requests.
Categories
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- AI agentsConversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
Sierra described Airtable's chat and email rollout. It reported an 80% AI resolution rate and workload equivalent to roughly 95 full-time support agents, while human support continued.
Full details are in the original sources.