# How Paychex uses Sierra

**95%** positive client satisfaction scores

As published on [sierra.ai](https://sierra.ai/customers/paychex), May 2026. Captured by usedby on 2026-10-07.

- Company: [Paychex](https://www.usedby.ai/companies/paychex.md)
- Tool: [Sierra](https://www.usedby.ai/tools/sierra.md)
- Industry: [HR & Recruiting](https://www.usedby.ai/companies/industry/hr-recruiting-hr-tech.md)
- Teams: Operations, Customer Experience, Service

## The use case: how Paychex deploys Sierra

Paychex uses a Sierra voice AI agent to handle transactional payroll-processing calls around the clock, so service reps have more time for work that needs human expertise. It was built to ease surging holiday call volumes, long hold times and mandatory overtime.

Summary written by usedby from the source page, in English. The figures are those of Sierra and Paychex, not ours.

> The early results from those using the agent validated the approach: 95% positive client satisfaction scores, 93% positive customer effort scores, and customers who try the agent coming back to use it again.

- **93%**: “93% positive customer effort scores”

> When it's implemented thoughtfully, it doesn't dilute the experience," Liz says. "It really helps you deliver an enriched experience to your customers.
>
> Liz Roaldsen, Senior Vice President, Operations and Customer Experience

Source: [sierra.ai](https://sierra.ai/customers/paychex), captured 2026-10-07.

## Other AI tools used by Paychex

- [Instabase](https://www.usedby.ai/tools/instabase.md) — Observed
- [Qualified](https://www.usedby.ai/tools/qualified.md) — Observed

## Sierra users in HR & Recruiting

- [Homebase](https://www.usedby.ai/companies/homebase.md) — Confirmed

## What usedby checked

We compared the story with its live page on 2026-10-07.

- Checked: the figure 95% is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of Paychex.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Paychex uses Sierra. Confirmed line. Latest check across sources: 2026-10-19.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/paychex-sierra · How we check: https://www.usedby.ai/methodology