Case Study: Sonos elevates customer support and accelerates time-to-music with Sierra

How Sonos elevates the listener experience with Sierra

Sonos, a leader in home audio with products in over 15 million homes, was focused on accelerating its "time-to-music" metric and improving the initial customer onboarding experience. Their challenge was to move beyond transactional, static chatbots to provide a more human and effective self-service option for customers during their critical first 30 days. To address this, they turned to the AI agent technology from Sierra.

Sierra implemented a conversational AI agent for Sonos that handles complex, multi-step support tasks like new product setup and troubleshooting. The AI understands conversation context, accesses relevant data instantly, and can escalate issues to human agents with a full summary. This solution from Sierra significantly reduced customer effort, improved the support experience with its surprising humanness, and helped Sonos work towards its goal of making the journey from purchase to first listen as seamless as possible.

Sonos

Dharam Rai

VP of Customer Experience