In this episode, we sit down with Arya Asemanfar, Product and Engineering leader at Sierra, to explore the future of AI-powered enterprise agents. Arya breaks down how Sierra is transforming customer experiences by building agents that go beyond traditional chatbots—taking meaningful actions, embodying brand voice, and scaling reliably for unique business needs.

Learn how Sierra approaches agent development with their innovative “Agent OS,” solves challenges like tool hallucination, and co-designs solutions with customers. Arya also shares actionable insights for product and engineering leaders, from building better evaluation systems to designing intuitive feedback loops.

Topics covered in this episode:

What Are Enterprise Agents?

• The difference between traditional chatbots and AI-powered agents that take meaningful actions.
• Examples of how Sierra’s agents transform customer service interactions (e.g., returns, exchanges).

Building Scalable AI Agents

• The importance of robust architecture for reliability and performance.
• How Sierra’s “Agent OS” supports the full lifecycle of agent development—from design to monitoring.
• Addressing tool hallucination and ensuring agents only take actionable, reliable steps.
• Using evaluation frameworks to test and refine agent behavior at scale.

Collaborating with Customers

• Why each agent is treated as a unique product tailored to a customer’s brand, policies, and processes.
• The co-design process and how it ensures agents align with business needs.

Actionable Advice for Teams Building AI Agents

• Start with concrete customer examples to develop intuition and build better agents.
• Implement evaluation systems early to accelerate learning and iteration.
• Invest in tools and processes to streamline human feedback and testing.

The Future of AI and Product Design

• Emerging paradigms that will transform how users interact with software.
• Predictions for how AI will shape new user experiences beyond automation.