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Sierra upgrades its Ghostwriter AI agent builder

Upstarts reports that Ghostwriter is now more proactive, citing Sierra co-founder Clay Bavor. The company is expanding its focus beyond customer service into revenue use cases.

Bret TaylorBT
Vijay IyengarVI
7 Sources, 12d ago, first seen 12d ago

TLDR

Upstarts reports that Sierra shipped an upgrade to Ghostwriter on September 28, 2026. Co-founder Clay Bavor told the outlet the AI agent builder is now more proactive. Sierra is broadening its focus beyond customer service into revenue use cases; Upstarts describes the company as valued at $15.8 billion.

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7 Sources, first seen 12d ago

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Combined views

98.8K

7 Sources, first seen 12d ago

288 likes13 comments292 saves29 reposts

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7 Sources

Alex Konrad@alexrkonradRead more about what Ghostwriter can now do, and why I think startups should be paying attention to Sierra's agentic moves, here 👇 https://www.upstartsmedia.com/p/sierra-ai-agent-builder-ghostwriter12d
Bret Taylor@btaylorhttps://x.com/i/article/210460041936858316811d
Vijay Iyengar@vijayiyengarChat (2023) -> Code (2025) -> Coworker (2026) Each new wave of models enables a new way of working with AI. We're at the beginning of the 3rd era, where AI should feel less like a chatbot or cli, and more like a coworker. Today, Sierra brings this shift to our Enterprise customers with Ghostwriter, an AI teammate that helps you build, analyze, and improve your customer experience with Sierra. The results, as @btaylor shares in his article, are mind-blowing. It also dramatically uplevels the work our FDE team does — Ghostwriter sweats the small stuff which enables our team to be much more strategic. Wanted to share a few insights we've had as we brought this to life: 1. EQ > IQ. A noisy coworker gets muted. A quiet coworker adds no value. Knowing when and how to speak up (and how to eval this) is where we spent >50% of our time building this. It now lives in 100+ channels and hasn't been muted. 2. The coworker mental model is powerful. Whenever we hit a product decision, we asked "How would we coach a high-agency, earnest intern with growth mindset in this situation?" 3. Multiplayer is very hard, but key. Building agents is a team sport — there might be different people in an Enterprise who own the customer experience, analytics, and APIs/tools. Ghostwriter brings them all into the conversation, which reduces silos and builds shared context. Much, much more to come. 🚀11d
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    7 Sources

    Alex Konrad@alexrkonradRead more about what Ghostwriter can now do, and why I think startups should be paying attention to Sierra's agentic moves, here 👇 https://www.upstartsmedia.com/p/sierra-ai-agent-builder-ghostwriter12d
    Bret Taylor@btaylorhttps://x.com/i/article/210460041936858316811d
    Vijay Iyengar@vijayiyengarChat (2023) -> Code (2025) -> Coworker (2026) Each new wave of models enables a new way of working with AI. We're at the beginning of the 3rd era, where AI should feel less like a chatbot or cli, and more like a coworker. Today, Sierra brings this shift to our Enterprise customers with Ghostwriter, an AI teammate that helps you build, analyze, and improve your customer experience with Sierra. The results, as @btaylor shares in his article, are mind-blowing. It also dramatically uplevels the work our FDE team does — Ghostwriter sweats the small stuff which enables our team to be much more strategic. Wanted to share a few insights we've had as we brought this to life: 1. EQ > IQ. A noisy coworker gets muted. A quiet coworker adds no value. Knowing when and how to speak up (and how to eval this) is where we spent >50% of our time building this. It now lives in 100+ channels and hasn't been muted. 2. The coworker mental model is powerful. Whenever we hit a product decision, we asked "How would we coach a high-agency, earnest intern with growth mindset in this situation?" 3. Multiplayer is very hard, but key. Building agents is a team sport — there might be different people in an Enterprise who own the customer experience, analytics, and APIs/tools. Ghostwriter brings them all into the conversation, which reduces silos and builds shared context. Much, much more to come. 🚀11d
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