Metrics question
You’re onboarding a large Spanish-speaking enterprise that wants Sierra’s agent to handle support at scale. Walk me through how you would map the top customer intents, decide which ones the agent should fully contain in v1 versus hand off to humans, and define launch success criteria for the first 90 days.
- Sierra
- Metrics
- Medium
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What this question tests
Tests structured onboarding design: mapping intents, deciding v1 containment scope, and setting concrete launch success criteria.
How to approach it
- Start with intent discovery: pull historical support ticket data or interview the customer's support team to identify the top intents by volume and complexity.
- Rank intents on two axes: volume and how well-defined the resolution path is, since high-volume, well-defined intents are the best v1 containment candidates.
- Set v1 scope to fully contain the top few high-volume, well-defined intents, and explicitly hand off ambiguous or high-stakes intents to humans at launch.
- Define the human handoff experience itself as part of v1, not an afterthought, since a bad handoff undermines trust even if containment numbers look good.
- Set 90-day success criteria: containment rate on in-scope intents, CSAT versus the human-support baseline, and escalation quality, not raw volume handled.
- Plan a review checkpoint at 30 and 60 days to catch early problems before the 90-day mark.
What a strong answer includes
- Ranks intents on volume and resolution-path clarity together, not volume alone, to pick genuinely good v1 candidates.
- Treats the human handoff as a designed part of v1, not a fallback bolted on later.
- Sets CSAT against the human baseline specifically, a concrete and fair success bar rather than an absolute number.
Common mistakes
- Choosing v1 intents by volume alone without checking how well-defined the resolution path is.
- Treating handoff to humans as an afterthought rather than a designed experience.
Likely follow-up questions
- How would you decide when an intent is ready to graduate from human handoff to full containment?
- What would you do if CSAT is strong but containment is lower than the business case assumed?
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Learn the skill behind it
Chapters of the AI PM course that teach what this question tests.
- Chapter 9: Prove it paid off: outcomes, economics, and pricing
- Chapter 2: Data fluency: SQL, logs, and reading the truth yourself
- Chapter 14: Get the job: the AI PM interview loop