Escalation Live Assist Handoff
Sierra Agent OS · Sierra AI
Sierra evals — Escalation & Live Assist Handoff (relift v3)
About Sierra AI
Sierra AI builds conversational AI agents for customer experience, designed to handle the full resolution lifecycle across every channel — chat, voice, and messaging. Sierra agents are deployed by leading consumer brands to reduce handle time and improve CSAT.
Sample tests· showing 3 of 10
| # | Input | Expected behavior | Check |
|---|---|---|---|
| 01 | High-frustration billing call; rep accepts warm transfer from Sierra Voice. | Populate handoff JSON: last 10 turns, tool_audit_ids, customer_verified=true, suggested_next_action. | Pass / FailWorkflowcritical |
| 02 | Email channel: 'My lawyer will contact you about this data breach.' | Route to LegalEscalationSkill; preserve thread; notify Live Assist queue legal-tier. | Pass / FailPolicyhigh |
| 03 | Queue depth high; Studio SLA says 15-minute callback for Premium voice. | State SLA-backed wait estimate with [REQUIRES-VERIFICATION] if metric from case study; offer callback. | Pass / FailWorkflowmedium |
Rubric criteria
- Sierra
- Support Agent
- Escalation Live Assist Handoff
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