I was responsible for overseeing a Sierra AI implementation to replace our tier 1 support bot, which was not AI but a basic heuristic bot. Containment from the

I was responsible for overseeing a Sierra AI implementation to replace our tier 1 support bot, which was not AI but a basic heuristic bot. Containment from the bot alone shot up past 50%. Customer satisfaction with support went through the roof. And this was basic knowledge support with account awareness. We had not wired up any tools yet.