Putting a large language model in front of your customers is an exercise in trust—and terror. The fear that a customer service AI will go rogue, invent a policy, or just deliver a bizarre, off-brand response is what keeps product managers up at night. Manual spot-checks and rigid, static rules are flimsy defenses against the unpredictable nature of generative AI.
In a recent blog post, AI platform Sierra argued that the only real solution to AI’s problems is, well, more AI. The company is formalizing this concept into a platform for AI agent supervision, a two-pronged approach designed to tame its digital employees by giving them their own AI managers. It’s a bet that constant, automated oversight is the key to making agents dependable enough for the enterprise.
Real-Time Cops and Post-Game Analysts
Sierra’s system is split into two functions: Supervisors and Monitors. Think of Supervisors as the real-time cops on the beat. Described by Sierra as a "Jiminy Cricket for each agent," a Supervisor runs in parallel to every conversation, reviewing each response as it’s generated. If an agent starts to hallucinate a fact, veer off-policy, or adopt the wrong tone, the Supervisor steps in to instantly correct the response or escalate the chat to a human. It’s an in-the-moment guardrail designed to prevent a single bad interaction from becoming a viral brand disaster.
While Supervisors handle the immediate threat, Monitors act as the post-game analysts. Instead of relying on the traditional method of manually reviewing a tiny fraction of conversations, Monitors automatically evaluate every single one. They score interactions on metrics like coherence, factual grounding, and sentiment, flagging conversations that need human attention. Teams can also build custom Monitors to track business-specific goals, like whether an agent properly handled a customer complaint or maintained the brand’s voice.
This creates what Sierra calls a "continuous feedback loop." Insights from the Monitors are fed directly back into agent training, closing the gap between detecting a problem and fixing it. For businesses, this kind of comprehensive AI agent supervision isn't just about preventing errors; it's about building a system that can be measured, trusted, and improved at scale, potentially moving AI agents from a high-risk experiment to a core, reliable part of the customer experience team.
