Sierra handles AI agent monitoring with another agent. Its tool, Ghostwriter, analyses, edits and tests customer service agents, and now watches over them from inside customers’ team channels. Rebecca Okin, Solutions Engineer at Sierra, demonstrated it live at aiblLIVE London 2026.
In the demo, Ghostwriter worked out why a broadband agent passed half its calls to humans. It then planned, made and tested a fix in under 10 minutes, with a human approving every change.
All figures as stated on stage by Rebecca Okin.
It reads the conversations, forms a hypothesis and proposes a tested change. In the demo, Ghostwriter found most transfers came from customers opting out at once. It suggested a short qualifying question before transfer, edited the agent, then ran simulations with AI users. Nothing went live without approval.
This was only through my approval. It did not just go about and do these things without me asking, and there’s always an approvals process that goes with it.
Rebecca Okin, Solutions Engineer, Sierra
It looks like a teammate in Slack or Teams who speaks up only when needed. Ghostwriter learns team goals and who owns what. In real customer channels it caught a misconfigured experiment and traced a traffic spike to an unknown fee change. It also reopened a recurring error in its original thread.
Give it judgment about when to interrupt. Ghostwriter scans constantly but stays quiet about 90% of the time. It learns when each team prefers to hear from it and weighs whether an issue can wait until after the weekend. It also takes feedback, such as a request to message later in the day.
Ghostwriter is observing constantly and it’s making judgment calls on when to raise its hand.
Rebecca Okin, Solutions Engineer, Sierra
The same rules that bind the agent itself. Ghostwriter only sees the customer’s agent and internal team channels. It follows Sierra’s built-in rules, rules agreed with each client and the company’s own policies. Handling of personal data is configurable per client, and every change needs human sign-off.
Rebecca Okin is a Solutions Engineer at Sierra, which builds conversational AI agents for businesses. She spoke on the Customer track at aiblLIVE London on 20 October 2026.
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