Answer Threads is a type of Thread that, using generative AI, allows Sidekick to utilize Public Answers to communicate with Customers in a conversational manner over Chat and/or SMS. When leveraging Answer Threads, Sidekick synthesizes knowledge from relevant Answers (across multiple Audiences, if necessary), customized Advice, and the conversation context in order to converse with Customers. By unlocking existing knowledge within Answers using AI, Answer Threads helps increase resolution rates and overall assistance.
Below, for example, a Customer engages with an Answer Thread in Chat and asks questions as if they’re speaking with a human Agent. Answer Threads respond completely, conversationally, and even understand follow-up questions a Customer decides to ask.
Answer Threads are configured by using the Generative Reply Action within the Thread Builder. The AI assistant’s personality is then configured by providing specific instructions as “Advice.” Answer Threads are comprised of the following core components.
- Generative Reply Action within the Sidekick Thread Builder
- Contacts
- Advice
- Test Sidekick
Customer UX overview #
The general flow for a Customer engaging with an Answer Thread looks like this:
Chat (via Glad App)
- Customer starts the chat or onboards first by providing their name and email address (if Onboarding is activated) in Glad App before the chat begins.
- Customers click on the Quick Reply button that has been configured to trigger Answer Threads.
- Sidekick asks the Customer to enter their question.
- The Answer Thread attempts to respond utilizing generative AI if the appropriate Public Answer is documented.
- If the Answer Thread cannot respond or find the required information stored as a Public Answer, the Customer is handed off to an Agent.
SMS
- Sidekick receives an SMS from the Customer.
- The Answer Thread attempts to respond utilizing generative AI if the appropriate Public Answer is documented.
- If the Answer Thread cannot respond or find the required information stored as a Public Answer, the Customer is handed off to an Agent.
Answer Thread requirements #
- You must have at least one Public Answer in an English language code (e.g. en-us, en-ca, en-gb, en-au, etc.) to proceed with the initial configuration.
- Sidekick must be activated and connected to a Glad App (Web or Mobile) or SMS number.
