Sierra 推出 Compliance Console，为长周期 AI 智能体提供合规护栏

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2. Introducing Compliance Console

In the last six months agents have reached a tipping point. They’ve moved from mostly reactive, one-and-done support conversations to interactions that can last weeks or months and drive growth. That shift to long-horizon agents raises important compliance questions for businesses.

Originating a loan, collecting a late payment, following up on a quote, or renewing an insurance policy all involve proactive outreach. Depending on the job, an agent might need to call, text, and email the same customer over days, weeks, or months to get it done.

Every one of these interactions is regulated, and the rules vary depending on the locale. Countries, states, and industries set their own requirements for who can be contacted, when, how often, and what they must be told. Infractions can lead to fines, legal action, and most importantly, a loss of customer trust. That’s why we built Compliance Console.

How it works

Compliance Console is built into the Horizon platform and gives companies the guardrails and controls to help their agents follow the rules that apply to them, across channels, use cases, states, and countries. You can adjust each control, from disclosures to frequency limits, to reflect local rules and your company’s requirements.

• Disclosures: National and state laws can require callers to identify themselves and tell people when a call is being recorded. Compliance Console lets you set what your agent discloses on each channel: how a call opens, how a text explains opting out, or the unsubscribe link in an email.
• Contact windows: Many jurisdictions limit the hours when you can call or text a customer. You can configure your agent to only reach out during the hours you allow, based on the recipient’s local time. In most locales, the acceptable contact window is 8AM to 9PM but you can customize the contact windows, set different days, or split the day into windows to match local rules.
• Holiday exclusions: These vary by country and region. For example, on Spain’s National Day, France’s Bastille Day, or Australia’s ANZAC Day, marketing outreach is legally restricted. Once you choose the region for your customers, Compliance Console can be configured to automatically hold outreach on those days.
• Frequency limits: Some laws cap how often a business can contact the same person. Compliance Console allows you to set frequency limits, which you can adapt to your company’s requirements, as well as set separate limits for marketing and transactional outreach.
• Opt-outs: All opt-out requests are honored, whether that request is made by texting STOP, or communicated over the phone. Opt out requests are saved and fully accessible to your company.
• Compliance dashboards: Dashboards in Insights show how many outbound calls and messages Compliance Console allowed, deferred, blocked, or held for review, along with opt-outs, so your team always has a clear view of how each agent’s outreach follows your settings.

Compliance that grows with you

Every interaction shapes how customers experience your brand. Compliance Console lets you expand your agent to new use cases and countries, while respecting customers’ time and the rules where they live.

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