Sierra × Airtable — Proposal
A proposal to replace Airtable’s deflection-oriented help experience with a conversational agent that resolves the majority of inbound support itself.
Four in five inbound conversations closed by the agent without a human touch — the target we commit to at steady state, measured on your own conversation logs, not on a benchmark.
Airtable’s current support experience is organized around documentation. A customer asks a question and receives a link to a help center article. The answer exists, but the customer still has to find it, read it, and translate it into their own base.
That model breaks down exactly where Airtable is strongest: configurable, customer-specific workspaces. There is no single article that describes your automation, your field types, your permissions. The result is a support queue growing in step with adoption, and a help center measured on deflection rather than on whether anyone was actually helped.
The agent reads the customer’s workspace context and returns step-by-step instructions for their base — not a link to a page that describes the general case.
Chat first, then email on the same agent and the same knowledge. A customer who switches channel mid-issue does not start over.
Topic shifts, multi-turn email threads, and follow-ups days later all resolve against the same conversation history.
We ingest the help center, past ticket history, and your escalation policy, then build and evaluate the agent against replayed real conversations.
The conversational interface ships to production traffic behind a staged rollout, with human handoff on every path from day one.
The same agent takes over the inbound support inbox, including multi-turn threads it can carry autonomously.
Weekly review of unresolved conversations, feeding new skills and guardrails until resolution rate holds at target.
AI resolution rate
80%
Of all inbound conversations, chat and email combined.
Workload absorbed
95 FTE
Equivalent full-time support agents’ worth of volume handled by the agent.
Time to first channel live
4 weeks
From kickoff to chat in production, with email seven days behind it.
Outcome-based pricing. You pay per resolved conversation, not per seat and not per message — if the agent does not resolve it, it is not billed.
| Line item | Term | Basis |
|---|---|---|
| Platform | 12 months | Annual |
| Resolved conversations | Committed tier | Per resolution |
| Implementation | Included | — |
| Additional channels | Included | — |
| Resolution rate floor | 80% | Reviewed quarterly |
Send us a redacted export of one month of support conversations. We will replay them against a configured agent and return the measured resolution rate before anything is signed — the number above should be something you verify, not something you take on faith.