How SoftBank uses Sierra
SoftBank's Customer Growth Division uses a Sierra conversational AI agent on its corporate website to answer SMB customers' questions about products, services, pricing, and contracts. Questions it cannot resolve are directed to an inquiry form, after which a sales representative takes over.
View captured proofThe use case: how SoftBank deploys Sierra
SoftBank's Customer Growth Division uses Sierra to run a conversational AI agent on its corporate website that answers SMB customers' routine questions about products, services, pricing and contracts. Unresolved cases are routed to an inquiry form for sales representatives.
More reported results
Figures published in Sierra’s case study. They are not independently measured by usedby.
Currently, the AI agent handles approximately 100 inquiries per day
the self-resolution rate* — which started at around 50% at launch — has now risen to 70%
In the customer’s words
We expect that as the self-resolution rate of the AI agent continues to improve, customers will be able to access the information they need even more quickly. Sales representatives will also be able to dedicate more time to addressing individual customer challenges and advancing proposals. We see this as an initiative that achieves both improved customer experience and greater sales productivity, and we intend to continue developing it.Other AI tools used by SoftBank
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Go straight to the source
Based on Sierra’s published case study. We check the public evidence; the results are reported by the vendor.
sierra.ai- Source published
- Jul 14, 2026
- Last checked
- Oct 3, 2026
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- The figure: 70%Checked
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- The passage quoted aboveChecked
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- The publication dateChecked
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- SoftBank uses SierraChecked
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- The result itselfNot checked
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Currently, the AI agent handles approximately 100 inquiries per day, with 70% resulting in customers finding the information they need and resolving their inquiries on their own.