Sierra Launches Ghostwriter: An 'Agent of Agents' for AI Customer Service Without Engineers

According to monitoring by 1M AI News, AI entity company Sierra has launched Ghostwriter, a self-service tool described as an ‘Agent of Agents’. Enterprise users can generate AI customer service agents that cover voice, online chat, and email channels in over 30 languages by simply describing customer service workflows in natural language and uploading existing documents, call records, or even whiteboard photos, without the need for an engineering team. Sierra was co-founded by Bret Taylor, former CEO of Salesforce and current chairman of OpenAI, and is valued at $10 billion, having served 40 out of the Fortune 50 companies. Previously, deployments relied on engineering teams for customization, but Ghostwriter compresses this process into a natural language conversation. The platform employs a model-agnostic architecture, leveraging models from OpenAI, Anthropic, and Google. After its launch, Ghostwriter continuously analyzes real customer interactions, automatically identifying underperforming areas, validating improvements in a sandbox environment, and deploying them automatically, which Sierra refers to as the ‘Agent Pipeline’. The pricing model is results-based: fees are only charged when the agent fully resolves a customer issue without needing to escalate to a human. Sierra’s previous custom deployments have preliminarily validated this approach: Rocket Mortgage’s agent reduced the mortgage refinancing process from several hours to about 30 minutes, while Ramp’s agent independently handled 90% of customer service requests.