Benefits of Answer Threads
Customers communicate with companies across many channels, particularly digital and social ones, and expect consistent and personalized service as well as instant and effective resolution. They also expect companies to remember who they are throughout every transaction.
You can create the kind of experience customers crave — personalized, memorable, tailored to their preferences — and you can scale it to thousands of interactions daily, saving your agents time and you money. You can create a bespoke, delightful customer experience without expending untold resources on agents, software, and training.
Accomplish this with Gladly’s powerful AI feature, Answer Threads.
How Answer Threads scales your service
Answer Threads generates enjoyable, conversational interactions with customers, answering routine queries in an engaging, friendly way, thus saving live agents’ time for more complex tasks.
Here’s how Answer Threads helps:
1. Conversational AI your Customers will actually like
Answer Threads works on chat and SMS platforms, and generates free-form responses using your Answers knowledge base, allowing for natural yet automated conversations with customers.
Example
A Customer chats in about returning a pair of boots. Instead of surfacing a generic response about the return policy, Answer Threads creates a response that uses the information from the return policy Answer, but customizes it to the product, the customer’s boots.
2. Passing the customer expectations test
Answer Threads uses generative AI to make free-form, conversational responses based on your company guidelines and training. It follows advice and instructions on company policy, brand tone, and customer service protocol. It does not draw from the wider internet when it doesn’t know an answer. When Answer Threads can’t answer a question, it connects customers to a human agent, and it’s so seamless most people don’t realize they’ve switched.
Example
A Customer asks about a product that’s currently out of stock. Answer Threads uses the direction from its “Advice” that tells it to emphasize with a Customer inquiring about a product out of stock. It apologizes for the inconvenience, while providing a response with the information the Customer needs.
3. Safety features are built in
80% of consumers say they just don’t trust retailers to use AI responsibly. We want to help you overcome the trust gap. When we developed Answer Threads, we built in a number of safety features into the product:
Smart engagement. The AI automatically detects topics or keywords that it should not handle — such as sensitive or off-topic inquiries, legal actions, abusive language, or requests to speak with a human — and transfers these conversations to a human agent.
Relying only on knowledge base-derived answers. Staying true to your Gladly Answers, Replies adhere to facts from your knowledge base to ensure accurate responses are generated, while remaining resilient and handling variations in the way customers talk to you.
Your admins control the AI experience. Admins can configure how the AI behaves, what type of language it uses, and when inquiries should be transferred to human agents.
Guardrails in place. Various algorithms further suppress hallucinations, unsupported actions, and more.
Why you’ll love Answer Threads
Click to learn more.
Quick implementation: Get started in hours not days
Boost efficiency: Lightning-fast resolutions with effortless scalability
Dynamic workflow: Full resolution when possible, seamless handoff when needed
Maintain brand integrity: AI-powered responses aligned with your standards
Empower your reps: Automate routine queries, focus on high-value tasks
Flexible pricing: Innovate and adapt your usage as your requirements evolve
With Answer Threads, you can be confident that your customers receive the best, most accurate information every time.
Next, let’s dive into how you can get started with setting up Answer Threads.
