Zack Reneau-Wedeen

The atomic unit of customer experience is no longer a conversation, it's a relationship. This year, our customers didn't just see that shift—they led it.

In case you missed it: here’s everything we launched at Sierra Summit. 🚀🏔️ 1⃣Publish to ChatGPT 2⃣Live Assist 3⃣New Journeys 4⃣Workspaces 5⃣Integrations Library 6⃣Explorer 7⃣Expert Answers 8⃣Agent Data Platform sierra.ai/blog/agent-os-…

What does it actually take to build and ship AI products that work at scale? At AI Native Summit 2025, we’re bringing together some of the most experienced product leaders for a candid, tactical conversation about building AI products people actually use: 🎤 Antonia Woodford – Head of Growth, ChatGPT @OpenAI 🎤 Zack Reneau-Wedeen – Head of Product @SierraPlatform 🎤 Eddie Zhou – Founding Engineer @glean 🎤 Selena Wang – Product @Harveyaisol This panel will go deep on: ➡️ Defining and measuring actual value delivered ➡️ Balancing pushing the boundaries of model capabilities with shipping reliable products to enterprise customers ➡️ Surprising lessons learned from shipping AI products ➡️ Choosing different product strategies for vertical vs. horizontal applications And much, much more 📍 September 10, 2025 | @SFJAZZ , San Francisco 🎟 Limited spots left, register now! lnkd.in/gaZis6Fr CC @ZettaVentures

Simulations are a new kind of testing for a new kind of software, simulating conversations between AI agents and mock personas ensure reliability at scale sierra.ai/blog/simulatio…

We can't wait to welcome @PeifferPol and @ZackRW from @sierraplatform to Granola HQ on August 5th!

Whether you no code or know code, Sierra helps brands build better, more human customer experiences fast ... and all from one platform. sierra.ai/blog/serving-c…

@ardabrowski @latentspacepod @SierraPlatform @swyx Hey Andrzej, great question. Our Agent SDK is fully externalized and available to customers, but it's not currently open source. So that means we have many devs building agents on the platform directly, but at present they all either work for Sierra or for one of our customers.

@ZackRW @latentspacepod @SierraPlatform @swyx Hey Zack, question. Is sierra an open platform for other devs to build upon? Like Shopify? Or is it closed?

@latentspacepod has been my favorite AI podcast for years, and I'm so proud to be part of the team building @sierraplatform, so this was particularly fun to get to talk about Sierra at @swyx's conference.

@stephenenke The vast majority of our customers today are building for synchronous conversations over the phone, but I think I'm with you. There are definitely other interesting experiences you could design (async, web / mobile app, etc.) if you relax that constraint.

@ZackRW Ah this is true — I've found it is easier to sell revenue gen > internal cost optimization (that is more intangible). On voice, do you default to a 'phone call' as the medium because it is familiar? I wonder if there is room for something akin to a human/agent voice memos.

Remember "m-dot" mobile sites (like m.company.com)? Now, websites are responsive, adapting to screen size & device. We applied this concept to Agent OS: no matter how customers reach out—phone, chat, email, or text—Sierra agents are always responsive & ready to help.

@stephenenke Thank you! And great question, that's an interesting example. Our experience so far is that customer-facing applications tend to be the most valuable, but to your point we've also built out agent assist with customers for internal use as well.

@ZackRW Just watched your talk at AI Engineering summit -- loved it, especially the Google Lens context. I was curious if you have seen Sierra use cases for internal use at companies? For example, I've tested fine-tuned HR assistants with our customers and have seen promise.

Chat AI? Delightful. Call customer service and get a phone tree? The worst. Product Manager @zackrw explains how Sierra is changing that. 🎥 See how in this Q&A. youtube.com/watch?v=KbfSYd…

We’re thrilled to announce our international expansion with the opening of our third office in London. As a global center of innovation, the UK has long been home to exceptional talent, and we’re excited to grow our presence and collaborate with the best. 🇬🇧 Think you’re a match? Discover open roles: jobs.ashbyhq.com/Sierra/1a066a5…

Nobody likes waiting on hold, but companies don't like putting you on hold either. Now they can pick up the phone right away, every time.

Sierra AI agents can now pick up the phone sierra.ai/blog/sierra-sp…

Sierra partnered with @Casper to launch Luna 2.0, their AI agent delivering 24/7 personalized customer support. From helping with mattress purchases to driving lifelong loyalty, Luna 2.0 is transforming the shopping experience!💤✨️ Learn more: sierra.ai/customers/casp…

Now that Sierra AI agents are resolving customer issues empathetically and performantly at scale for so many different businesses, I'm excited to share key learnings in this post.

Sierra's research team just published 𝜏-bench, a novel new benchmark to evaluate AI agents' performance and reliability in real-world settings. The results show that that agents built with simple LLM constructs (like function calling or ReAct) perform poorly on even relatively simple tasks, highlighting the need for more sophisticated agent architectures like the approach we've taken with Sierra's Agent OS. sierra.ai/blog/benchmark…

From tokens to DAOs: How to use OpenZeppelin Contracts Wizard and the new AI Assistant to get started and save time building smart contracts. Wizard is completely open source, and in the next video, we’ll dive into the tools used to build the AI Assistant.

@thechrisperry @holdenmatt

Data joy: This all said, there's no high like producing a beautiful data visualization that shows all of your hopes and dreams. It's the best!

I've been working in data for almost 20 years and dogmatically subscribe to the following absolute laws of data: Data insatiability: If you give anyone any data at all they will ask for more. There is no data point that is considered final and satisfactory. Never!