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Conversational AI agents are transforming customer service, but what does it take to ensure that they’re able deal with complex issues, adhere to nuanced policies, reflect a brand’s tone and voice, and do all of that safely and reliably? On a new episode of Training Data, Ravi Gupta and I talked to Sierra co-founder Clay Bavor about their approach to sophisticated engineering challenges and the tremendous improvement in capabilities that his team has experienced as they attempt to build a next-gen customer experience platform.