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Figure uses Sierra

Figure — Horizon enables businesses to build agents that expand beyond customer support functions to revenue-generating workflows through the ability to work for longer periods of time on complex tasks. U.S. homeowners currently hold $35 trillion in home equity, yet complex documentation requirements often lead to excessive friction and application abandonment. According to the Mortgage Bankers Association’s 2025 Home Equity Lending Study , average closing pull-through for Home Equity Lines of Credit (HELOC) was just 49% in 2024, with nationwide HELOC volume at $271 billion in 2025.

Agent or tool
Sierra
Topic
Customer Support
Reported on
Case study (Sierra)
Added
2026-11-11

Why it matters

Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 268 by interest), and one of 21 involving Sierra.

How you could try it

Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Sierra or any similar agent and adjust the details to your situation.

I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was Sierra.

Saved

Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.

Source

Read the original first-hand account on Case study (Sierra): https://sierra.ai/customers/figure. Our summary is a paraphrase; details are in the source.

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