Case Study: WeightWatchers achieves 70% case containment with Sierra AI

How WeightWatchers embraces AI to engage members with empathy, at scale, with Sierra

WeightWatchers, a global leader in weight health, sought to enhance its customer care by delivering fast, accurate, and empathetic support to its members at scale. The company partnered with the AI vendor Sierra to explore how an AI solution could improve operational efficiency while maintaining a high-quality, personal connection with customers.

Sierra implemented an AI agent for WeightWatchers that was trained on the company's unique knowledge base, policies, and brand voice. The solution successfully handled approximately 70% of customer inquiries without human intervention, achieving a customer satisfaction score of 4.6 out of 5. The deployment with Sierra also led to a notable decrease in average handle time, improving the experience for both members and the customer care team.

Weightwatchers

Maureen Martin

VP of Customer Care