Comparison
Ada vs Sierra
Compare documented workflows and implementation requirements using attributed public sources. Facts last checked , the earlier of the two records. Machine-readable record.
Start with your setup
These are documented product differences and requirements. A feature list or a single customer report does not establish which agent will perform better for your team.
Deployment model
Ada
Ada documents setup through its dashboard and a website or mobile chat integration, with connected knowledge and configured workflows.Vendor-reported
- Source
- Key concepts (Ada docs)
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
ada-deployment
Sierra
Sierra documents configuration through Agent Studio and custom integrations for proprietary systems. Deployment work includes defining journeys and connecting the systems those journeys use.Vendor-reported
- Source
- Agent Studio (Sierra)
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
sierra-deployment
Actions in backend systems
Ada
API tools, formerly called Actions, retrieve or send data through configured endpoints. Playbooks and Processes organise those calls into workflows.Vendor-reported
- Source
- API tools (Ada docs)
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
ada-actions
Sierra
The SDK lists subscription updates and warranty submissions as examples of actions through connected systems. Required permissions and workflow configuration depend on the implementation.Vendor-reported
- Source
- Agent SDK (Sierra)
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
sierra-actions
Human handoff
Ada
Configured live transfers or follow-up tickets, with off-hours and error paths. Up to five active handoff configurations are documented.Vendor-reported
- Source
- Handoff management (Ada docs)
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
ada-handoff
Sierra
The SDK documents routing to a team member with an automatic conversation summary.Vendor-reported
- Source
- Agent SDK (Sierra)
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
sierra-handoff
Side by side
Product attributes first, then what the sources establish for each customer workflow, then the industries they place each agent in. Open any claim to see its source, the date it was checked, and how to request a correction. Two agents are rarely documented to the same depth, so read a difference between the two columns as a difference in the public record before reading it as a difference in the products.
What this agent was judged by
No independent source has been found for any fit area, so every state here rests on vendor material or nothing.States rest on 0 independent sources. This is not the same yardstick for every agent, and that asymmetry is a known limitation.
What this agent was judged by
No independent source has been found for any fit area, so every state here rests on vendor material or nothing.States rest on 0 independent sources. This is not the same yardstick for every agent, and that asymmetry is a known limitation.
| Attribute | Ada | Sierra |
|---|---|---|
| Review basis | Source-based review | Source-based review |
| Deployment model | Ada documents setup through its dashboard and a website or mobile chat integration, with connected knowledge and configured workflows.Vendor-reported
| Sierra documents configuration through Agent Studio and custom integrations for proprietary systems. Deployment work includes defining journeys and connecting the systems those journeys use.Vendor-reported
|
| Channels | Chat, voice, email and social messaging are documented. Voice and social connections use supported external platforms; confirm the intended channel integration.Vendor-reported
| Vendor-listed channels include phone, website and app chat, WhatsApp, Apple Business Chat, SMS and email. Live Assist supports staff, and Sierra also documents publishing selected agent journeys to ChatGPT.Vendor-reported
|
| Languages | 60 languages are documented for messaging and email; voice supports a subset. English remains the fallback language.Vendor-reported
| The current Channels page describes voice models tuned for 60+ locales. A locale is not the same as a language; verify the exact language, accent and channel required for your deployment.Vendor-reported
|
| Help desk and CRM integrations | The integrations directory includes Zendesk, Salesforce, ServiceNow, Freshworks, Genesys and Help Scout. Check each entry for knowledge, messaging, email or voice support.Vendor-reported
| Agent Studio lists 40+ prebuilt integrations for knowledge, systems of record and contact centers, but this page does not identify the help-desk connectors. Confirm your help desk and required handoff behavior with Sierra.Vendor-reported
|
| Knowledge sources | Knowledge can come from help centres, websites, articles created in Ada and custom sources through the Knowledge API.Vendor-reported
| The SDK documents ingestion of company FAQs, policies and documentation into its knowledge engine.Vendor-reported
|
| Actions in backend systems | API tools, formerly called Actions, retrieve or send data through configured endpoints. Playbooks and Processes organise those calls into workflows.Vendor-reported
| The SDK lists subscription updates and warranty submissions as examples of actions through connected systems. Required permissions and workflow configuration depend on the implementation.Vendor-reported
|
| Human handoff | Configured live transfers or follow-up tickets, with off-hours and error paths. Up to five active handoff configurations are documented.Vendor-reported
| The SDK documents routing to a team member with an automatic conversation summary.Vendor-reported
|
| Target customer size | Ada presents an enterprise-focused sales process with a tailored demonstration and implementation plan. This positioning does not establish a minimum viable company size.Vendor-reported
| Sierra’s public customer examples include AOL, Minted and Ramp. These show deployments in established businesses; they do not define a minimum viable team size.Vendor-reported
|
| Vendor-reported performance claims | Ada reports that Dott’s automated resolution increased from 32% to 77% after adopting Ada and connecting backend automations. This is one customer’s vendor-published result, not a platform-wide average or a comparable benchmark.Vendor-reported
| Sierra reports 90% case resolution at Ramp. This is a vendor-published customer result with no common benchmark population supplied here; it should not be compared directly with another vendor’s deflection or resolution figure.Vendor-reported
|
| Workflow evidenceBilling Illustrative scenario I was charged twice for the same order. Can you refund the extra payment? What to verify: Verify identity, inspect payment records, apply the refund policy, and confirm the payment-system result. If no authorized refund action is connected, hand off with the evidence. | Vendor-documented Illustrative scenario, not a test: explain a duplicate charge using the customer’s payment records. Ada documents billing inquiries; verify identity checks, access to the payment system and the route for a disputed charge. Answering a question and reversing a payment are separate operations. 1 cited claim for billing on AdaAda lists billing and payment questions among its email workflows, using information retrieved from connected business systems.Vendor-reported
| Vendor-documented Illustrative evaluation: ask why a subscription charge increased, then request a card update. Verify identity checks, the source of the billing explanation and the permitted update path. 1 cited claim for billing on SierraSierra’s AOL case study describes explanations of outstanding balances, billing history and payment-method updates. The example is AOL’s configured agent, not a guarantee that every Sierra deployment includes billing access.Vendor-reported
|
| Workflow evidenceOrders Illustrative scenario My order has not arrived. Where is it? What to verify: Retrieve the correct order and current carrier status. Distinguish a real tracking update from an estimate; do not invent a delivery date. | Vendor-documented Illustrative scenario, not a test: retrieve shipment status for a customer’s order and give the carrier’s tracking link. Validate customer ownership, missing orders and stale tracking data. A lookup does not demonstrate that lost parcels are resolved. 1 cited claim for orders on AdaAda documents API-driven order-status lookups, so live order answers depend on connecting the order system.Vendor-reported
| Vendor-documented Illustrative evaluation: use a split shipment with one delayed item. Require the agent to distinguish production status from carrier status and avoid promising a delivery date that the connected system does not provide. 1 cited claim for orders on SierraSierra’s Minted case study describes order updates across design approval, printing and shipping, plus priority-shipping changes for delayed orders. This supports an order-management use case in that deployment.Vendor-reported
|
| Workflow evidenceReturns Illustrative scenario I bought this 12 days ago and opened the box. Can I return it? What to verify: Check the actual return window, product exclusions, and order record. A policy answer and an executed return are different capabilities. | Vendor-documented Illustrative scenario, not a test: check whether an unopened item is inside the return window, then request a label from the order system. Confirm the label was created before saying the return is arranged, and route policy exceptions to a person. 1 cited claim for returns on AdaAda describes returns workflows that check order eligibility, offer permitted options and create a return label through connected systems.Vendor-reported
| Vendor-documented Illustrative evaluation: request an exchange for an item outside the normal return window. Check the configured exception policy, approval requirement and final state in the order system. 1 cited claim for returns on SierraSierra’s retail page lists refund requests and exchanges among supported workflows. It does not specify a universal return-policy configuration or prove that a particular refund reaches the payment processor.Vendor-reported
|
| Workflow evidenceProduct questions Illustrative scenario Does this adapter work with my exact laptop model? What to verify: Use a current, approved compatibility source. Ask for the model when missing and distinguish documented compatibility from an assumption. | Vendor-documented Illustrative scenario, not a test: answer whether a product works with a specific phone model from the compatibility guide. Check that the reply uses the correct product version and asks for missing details instead of inventing compatibility. 1 cited claim for product questions on AdaAda uses imported knowledge to answer questions; its documentation explains that relevant passages are retrieved from that content.Vendor-reported
| Vendor-documented Illustrative evaluation: ask whether an accessory works with an older product model. Supply an approved compatibility source and check that missing information leads to clarification rather than an invented answer. 1 cited claim for product questions on SierraSierra describes grounding answers in company knowledge, policies and brand guidance. That provides a route to product answers based on supplied content; it does not establish accuracy for a buyer’s catalog.Vendor-reported
|
| Workflow evidenceAccount issues Illustrative scenario I lost access to my email. Change the address on my account. What to verify: Follow the approved identity-recovery process before accessing or changing account data. Escalate when identity cannot be verified. | Vendor-documented Illustrative scenario, not a test: update the signed-in customer’s contact details through an authorised account API. Verify that another customer’s records cannot be changed and that failed updates are not reported as complete. 1 cited claim for account issues on AdaAda documents account updates through external APIs and sign-in tokens for sensitive actions.Vendor-reported
| Vendor-documented Illustrative evaluation: an authenticated cardholder requests a replacement card and address change. Check permissions, address confirmation and the resulting card state before considering the journey complete. 1 cited claim for account issues on SierraSierra’s Ramp case study describes card locking and replacement, address validation and transaction explanations. These are account actions in Ramp’s configured implementation; password recovery and other account workflows require their own evidence.Vendor-reported
|
| Workflow evidenceComplaints Illustrative scenario I have contacted you three times and the problem is still unresolved. What to verify: Recognize the repeat complaint, retain relevant history, and route it to the right team. Do not promise compensation outside the policy. | Vendor-documented Illustrative scenario, not a test: a customer says repeated delivery problems remain unresolved. Configure a route to the complaints team with the case details. Routing is documented; the reviewed sources do not measure successful complaint resolution or de-escalation. 1 cited claim for complaints on AdaAda documents routing to human support based on conversation context and configured handoff descriptions.Vendor-reported
| Vendor-documented Illustrative evaluation: a customer repeats a cancellation request after rejecting a retention offer. Check that the configured flow respects the refusal and provides the agreed cancellation or human-escalation path. 1 cited claim for complaints on SierraSierra says its agents can recognize frustration and adapt their responses. This is a vendor claim about conversational behavior, not a measured result for complaint resolution or customer satisfaction.Vendor-reported
|
| Workflow evidenceHuman handoff Illustrative scenario Please connect me to a person who can approve this exception. What to verify: Transfer to an available team with the conversation and relevant records. Outside working hours, explain the actual follow-up path rather than promise immediate contact. | Vendor-documented Illustrative scenario, not a test: a customer requests a person after an unsuccessful answer. Verify that the receiving team gets the conversation and that, outside working hours, the customer receives a clear follow-up path. 1 cited claim for human handoff on AdaAda documents live transfers, follow-up tickets, off-hours paths and error fallbacks across its handoff setup.Vendor-reported
| Vendor-documented Illustrative evaluation: request a person during a failed account update. Check queue routing, transcript and summary delivery, plus what the customer sees when the team is offline. 1 cited claim for human handoff on SierraSierra’s SDK page documents routing an escalated conversation to a team member with a generated summary. It does not establish how quickly a human answers in a particular contact center.Vendor-reported
|
| Workflow evidenceSmall businesses Illustrative scenario A two-person support team wants to launch without a dedicated engineer. What to verify: Validate setup effort, existing help-desk support, required integrations, and ongoing maintenance. A small customer's story alone does not establish suitability for every small business. | Not established Illustrative buying scenario: a small shop needs only shipping FAQs and occasional order lookups. Ask Ada to demonstrate that limited scope and the work needed to maintain it. Demo-led procurement does not establish that every small business is a poor fit. No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established Business size alone does not establish suitability. Illustrative buying scenario: a small team needs one FAQ channel; ask for the implementation work and ongoing maintenance required for that scope before deciding whether the platform is proportionate. No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Workflow evidenceMid-market Illustrative scenario A growing support team needs separate queues and connected order and account systems. What to verify: Validate routing, permissions, integration ownership, and handling of each team's policies in the intended configuration. | Not established Illustrative buying scenario: a growing retailer wants email and chat support connected to an existing help desk. Evaluate the exact connectors, workflow ownership and conversation volume. Employee count alone does not establish suitability. No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established The reviewed sources do not establish a universal mid-market fit. Illustrative buying scenario: a growing retailer needs order support across two brands; evaluate connector coverage, ownership of policy updates and support capacity for that deployment. No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Workflow evidenceEnterprise Illustrative scenario A multi-brand support organization needs controlled access across regional teams. What to verify: Validate data boundaries, audit records, escalation ownership, and the specific deployment requirements. A vendor's enterprise positioning is not proof of these controls. | Vendor-documented Illustrative buying scenario: a multi-brand support team needs shared knowledge with brand-specific policies and handoff routes. Request a demonstration of those boundaries. Enterprise positioning is documented; successful performance for that configuration is not established here. 1 cited claim for enterprise on AdaAda’s demo page explicitly targets enterprise customer-experience teams and proposes a tailored demonstration and implementation plan.Vendor-reported
| Vendor-documented Illustrative buying scenario: multiple business units need separate permissions and policies. Request a demonstration using those boundaries and review the operational and security requirements of the proposed deployment. 1 cited claim for enterprise on SierraSierra publishes customer stories for AOL, Minted and Ramp, including connected service workflows. These are vendor-published deployment examples, not proof that every enterprise requirement is met.Vendor-reported
|
| Industry evidenceRetail and e-commerce | Vendor-documented Ada's own retail and ecommerce page is the only source placing the product here. It describes returns workflows against connected commerce systems; no independent report of a retail deployment was found. 1 cited claim for retail and e-commerce on AdaAda describes returns workflows that check order eligibility, offer permitted options and create a return label through connected systems.Vendor-reported
| Vendor-documented Sierra's retail and consumer goods page lists refunds and exchanges among supported workflows. Vendor documentation only; no retail deployment is independently reported. 1 cited claim for retail and e-commerce on SierraSierra’s retail page lists refund requests and exchanges among supported workflows. It does not specify a universal return-policy configuration or prove that a particular refund reaches the payment processor.Vendor-reported
|
| Industry evidenceFinancial services | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Industry evidenceTelecommunications | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Industry evidenceTravel and hospitality | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Industry evidenceHealthcare | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Industry evidencePublic sector and education | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Industry evidenceLogistics and delivery | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Channels | ||
| Web and in-app chat | Vendor-documented Chat, voice, email and social messaging are documented. Voice and social connections use supported external platforms; confirm the intended channel integration. 1 cited claim for web and in-app chat on AdaChat, voice, email and social messaging are documented. Voice and social connections use supported external platforms; confirm the intended channel integration.Vendor-reported
| Vendor-documented Vendor-listed channels include phone, website and app chat, WhatsApp, Apple Business Chat, SMS and email. Live Assist supports staff, and Sierra also documents publishing selected agent journeys to ChatGPT. 1 cited claim for web and in-app chat on SierraVendor-listed channels include phone, website and app chat, WhatsApp, Apple Business Chat, SMS and email. Live Assist supports staff, and Sierra also documents publishing selected agent journeys to ChatGPT.Vendor-reported
|
| Vendor-documented Chat, voice, email and social messaging are documented. Voice and social connections use supported external platforms; confirm the intended channel integration. 1 cited claim for email on AdaChat, voice, email and social messaging are documented. Voice and social connections use supported external platforms; confirm the intended channel integration.Vendor-reported
| Vendor-documented Vendor-listed channels include phone, website and app chat, WhatsApp, Apple Business Chat, SMS and email. Live Assist supports staff, and Sierra also documents publishing selected agent journeys to ChatGPT. 1 cited claim for email on SierraVendor-listed channels include phone, website and app chat, WhatsApp, Apple Business Chat, SMS and email. Live Assist supports staff, and Sierra also documents publishing selected agent journeys to ChatGPT.Vendor-reported
| |
| Voice and phone | Vendor-documented Chat, voice, email and social messaging are documented. Voice and social connections use supported external platforms; confirm the intended channel integration. 1 cited claim for voice and phone on AdaChat, voice, email and social messaging are documented. Voice and social connections use supported external platforms; confirm the intended channel integration.Vendor-reported
| Vendor-documented Vendor-listed channels include phone, website and app chat, WhatsApp, Apple Business Chat, SMS and email. Live Assist supports staff, and Sierra also documents publishing selected agent journeys to ChatGPT. 1 cited claim for voice and phone on SierraVendor-listed channels include phone, website and app chat, WhatsApp, Apple Business Chat, SMS and email. Live Assist supports staff, and Sierra also documents publishing selected agent journeys to ChatGPT.Vendor-reported
|
| SMS | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Vendor-documented Vendor-listed channels include phone, website and app chat, WhatsApp, Apple Business Chat, SMS and email. Live Assist supports staff, and Sierra also documents publishing selected agent journeys to ChatGPT. 1 cited claim for sms on SierraVendor-listed channels include phone, website and app chat, WhatsApp, Apple Business Chat, SMS and email. Live Assist supports staff, and Sierra also documents publishing selected agent journeys to ChatGPT.Vendor-reported
|
| Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Vendor-documented Vendor-listed channels include phone, website and app chat, WhatsApp, Apple Business Chat, SMS and email. Live Assist supports staff, and Sierra also documents publishing selected agent journeys to ChatGPT. 1 cited claim for whatsapp on SierraVendor-listed channels include phone, website and app chat, WhatsApp, Apple Business Chat, SMS and email. Live Assist supports staff, and Sierra also documents publishing selected agent journeys to ChatGPT.Vendor-reported
| |
| Social messaging | Vendor-documented Chat, voice, email and social messaging are documented. Voice and social connections use supported external platforms; confirm the intended channel integration. 1 cited claim for social messaging on AdaChat, voice, email and social messaging are documented. Voice and social connections use supported external platforms; confirm the intended channel integration.Vendor-reported
| Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Help desks | ||
| Zendesk | Vendor-documented The integrations directory includes Zendesk, Salesforce, ServiceNow, Freshworks, Genesys and Help Scout. Check each entry for knowledge, messaging, email or voice support. 1 cited claim for zendesk on AdaThe integrations directory includes Zendesk, Salesforce, ServiceNow, Freshworks, Genesys and Help Scout. Check each entry for knowledge, messaging, email or voice support.Vendor-reported
| Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Salesforce | Vendor-documented The integrations directory includes Zendesk, Salesforce, ServiceNow, Freshworks, Genesys and Help Scout. Check each entry for knowledge, messaging, email or voice support. 1 cited claim for salesforce on AdaThe integrations directory includes Zendesk, Salesforce, ServiceNow, Freshworks, Genesys and Help Scout. Check each entry for knowledge, messaging, email or voice support.Vendor-reported
| Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| ServiceNow | Vendor-documented The integrations directory includes Zendesk, Salesforce, ServiceNow, Freshworks, Genesys and Help Scout. Check each entry for knowledge, messaging, email or voice support. 1 cited claim for servicenow on AdaThe integrations directory includes Zendesk, Salesforce, ServiceNow, Freshworks, Genesys and Help Scout. Check each entry for knowledge, messaging, email or voice support.Vendor-reported
| Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Freshdesk | Vendor-documented The integrations directory includes Zendesk, Salesforce, ServiceNow, Freshworks, Genesys and Help Scout. Check each entry for knowledge, messaging, email or voice support. 1 cited claim for freshdesk on AdaThe integrations directory includes Zendesk, Salesforce, ServiceNow, Freshworks, Genesys and Help Scout. Check each entry for knowledge, messaging, email or voice support.Vendor-reported
| Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Intercom | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| HubSpot | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Kustomer | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Gorgias | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Gladly | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Help Scout | Vendor-documented The integrations directory includes Zendesk, Salesforce, ServiceNow, Freshworks, Genesys and Help Scout. Check each entry for knowledge, messaging, email or voice support. 1 cited claim for help scout on AdaThe integrations directory includes Zendesk, Salesforce, ServiceNow, Freshworks, Genesys and Help Scout. Check each entry for knowledge, messaging, email or voice support.Vendor-reported
| Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Front | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Microsoft Dynamics 365 | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
Change history
Open the changelogEvery change to this record is in the public changelog, with what it changed and why.
· Structure
Channels and help desks become evidence rows, and records gain bylines
Ada: 9 evidence states moved
- Channel · Web and in-app chatNot established→Vendor-documented
- Channel · EmailNot established→Vendor-documented
- Channel · Voice and phoneNot established→Vendor-documented
- Channel · Social messagingNot established→Vendor-documented
- Help desk · ZendeskNot established→Vendor-documented
- Help desk · SalesforceNot established→Vendor-documented
- Help desk · ServiceNowNot established→Vendor-documented
- Help desk · FreshdeskNot established→Vendor-documented
- and 1 more
Sierra: 5 evidence states moved
- Channel · Web and in-app chatNot established→Vendor-documented
- Channel · EmailNot established→Vendor-documented
- Channel · Voice and phoneNot established→Vendor-documented
- Channel · SMSNot established→Vendor-documented
- Channel · WhatsAppNot established→Vendor-documented
· Catalog
Launch: 22 AI customer service agents and 532 claims, every one sourced and dated
Ada: Added to the catalog with 24 claims and 9 rows with evidence.
Sierra: Added to the catalog with 23 claims and 9 rows with evidence.
Recorded before launch
Notes the profile carried when it went live, from research before launch.
Ada: Added editorial product positioning with its scope, rationale, and vendor source. Source
Ada: Rechecked current documentation; replaced merchant-review extrapolations and unsupported fit verdict inputs with scoped capabilities, named vendor examples and clearly labelled illustrative scenarios. Source
Sierra: Added editorial product positioning with its scope, rationale, and vendor source. Source
Sierra: Rechecked public sources; replaced broad fit verdict evidence with specific deployment examples and evaluation conditions. Removed unverified attribution, relayed marketing treated as independent confirmation, and business-size exclusions without evidence.