# How is Airtable using AI agents for customer support?

> Airtable launched a Sierra agent on chat within four weeks and on email seven days later. Sierra reports an 80% AI resolution rate.

- **Evidence grade:** B — Named organization with a quantified outcome, from the vendor or the organization's own announcement.
- **Organization:** Airtable (software company)
- **Industry:** Software, Internet & Media — SaaS
- **Roles:** Customer Support
- **Tools:** Sierra AI agent (Sierra)
- **Status:** production · **Agent pattern:** autonomous-agent · **Autonomy:** 3/4
- **Last verified:** 2026-10-17

## Reported outcomes
- AI resolution rate: 80% [1] (self-reported)

## How it works
1. AI agent resolves support requests on chat and email.
2. Escalates to support staff when needed.

## Risks & compliance
- Wrong or hallucinated answers to customers; needs guardrails and handoff
- Vendor-published results; not independently audited

## Sources
1. Sierra, "Airtable and Sierra" (undated; accessed 2026-10-17) <https://sierra.ai/customers/airtable>
   > "Airtable's AI resolution rate hit 80%, a significant jump from its previous platform."

Canonical: https://agentcasefile.com/cases/airtable-sierra-support-agent/ · License: CC BY 4.0 (summary) · Source: Agent Casefile