Our AI technology provides a suite of features designed to improve the service experience and boost Agent efficiency. It minimizes the time spent on each Customer interaction, resulting in happier and more loyal Customers. Furthermore, the technology allows teams to assist more Customers without stress. AI works in tandem with Agents to drive faster and more personalized Customer interactions. Empowering Agents to encourage brand loyalty and provide radically personal service helps create a seamless service experience.
AI benefits #
Gladly combines a people-centered customer service platform with cutting-edge AI to provide service that:
- Is centered around people.
- Delivers personalized self-service to help Customers help themselves.
- Turns Agents into superheroes when personal help is needed.
- Unifies all of the self-service and assisted service into one single lifelong Conversation across all Channels, from Voice to Messaging.
AI offerings #
Gladly AI offerings are designed with workflow efficiency in mind, beginning with Hero AI, a set of AI-powered features designed to support Agents.
Hero AI #
Hero AI is currently comprised of the following features:
- Hero AI Authoring (Currently available in the Messaging Channel)
- Hero AI Summaries
- Hero AI Replies (Available to Innovation Partner Program participants)
Why use Hero AI #
Hero AI Authoring #
- Improved Efficiency – Help Agents respond to customer messages faster and more accurately, reducing the time and effort needed to solve customer problems.
- Improved Customer Satisfaction – Suggest phrasing alternatives to Agents, resulting in clear and helpful information for Customers.
- Improved Agent Satisfaction – Reduce the frustration and stress Agents experience when creating responses, letting them focus on delivering great customer service.
Other key benefits include:
- Enhancing Agent performance by leveraging AI to support and improve their responses.
- Using a brief prompt to have AI expand, shorten, adjust the tone, rephrase a message, and more to save time while improving writing.
- Using AI to catch and fix grammar mistakes
- Building confidence and improving grammar skills within your team.
- Allowing AI to fill in details while writing concisely.
Hero AI Summaries #
- Time-saving – Quickly review the key points of a Conversation, allowing Agents to address Customer issues more efficiently and with greater accuracy.
- Improved Customer Experience – Summarizing Conversations can help Agents identify trends in Customer interactions and provide more personalized service, leading to increased Customer satisfaction.
- Better Insights – Help organizations quickly analyze Customer interactions, identifying improvement areas and growth opportunities.
Other key benefits include:
- Standardizing after-call notes with a digestible synopsis, including the reason for outreach and key Conversation points.
- Reducing after-call work with AI-generated summaries that help teammates catch up with Conversations in seconds, not minutes.
Hero AI Replies #
- Save time – Eliminate the need to search through different Answers to find the most relevant information and write a response. Let AI generate the response and make any edits (if needed).
- Increase Agent happiness – With enhanced Search capabilities, avoid Agent frustration by delivering the most accurate information fast and reduce the need to search multiple times to find the best response.
- Maintain response accuracy – Since the suggested replies are generated based on your Answers database, they will reflect the most accurate and up-to-date information you have to offer Customers.
Other key benefits include:
- Make existing Answers more powerful by using AI to suggest the best response based on existing content.
- Allow AI to intelligently generate responses utilizing different Answers and suggest a reply that Agents can use immediately, edit to their liking, or choose not to use the suggestion — Agents have a choice.
- Use suggested Answers in any text-based Channel.
Supported languages #
Hero AI Summaries
Hero AI Summaries currently works with English Conversations only. Non-English Conversations are not guaranteed to return an English summary.
Hero AI Authoring
Hero AI Authoring currently supports English input only. While other languages may work, it is not guaranteed.
Hero AI Replies
Hero AI Authoring currently supports English input only. While other languages may work, it is not guaranteed.
Current limitations of AI offering #
There are certain limitations to be aware of in the current state of AI at Gladly.
Keeping data safe #
Our AI vendor adheres to strict data protection protocols and does not use Gladly data to train its models. The vendor’s models have been evaluated by a third-party security auditor, and the vendor is SOC 2 Type 2 compliant. Additionally, the vendor undergoes annual third-party penetration testing, identifying security weaknesses before malicious actors can exploit them.
