Gladly Sidekick is our new, consumer-facing AI and automation platform for Customer service teams, built to deliver radically personal self-service across all digital channels.
Gladly Sidekick helps Customers help themselves with personalized self-service and AI-assisted communication. It works hand-in-hand with Gladly Hero so that brands can deliver radically personal Customer service at scale.
How Gladly Sidekick works #
Gladly Sidekick is a Customer-centric service solution that equips brands with intuitive tools to effortlessly scale their Customer service, enhancing Customer satisfaction and retention while simultaneously minimizing churn, reducing Customer wait times, and alleviating Agent fatigue.
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Gladly Sidekick uses Threads to run controlled, automated conversations based on Contact reason and personalized by generative AI. Threads are configurable workflows that interact with Customers on the front end and connect directly to order management, returns, and other systems of action on the back end. Any given Thread houses a sequence of steps that directs Gladly Sidekick behavior in that moment of the conversation, whether that be adding a topic, looking up an order, asking a question, transferring to an Agent, etc.
Threads may be built and managed by Admins within the Thread Builder. The Thread Builder offers an intuitive UX, making it easy for you to make changes to Threads in minutes without code.
Insights are available within Gladly Sidekick’s Dashboard and allow for a single view of actionable data that empowers leaders to monitor and report on Threads and general CX performance 24/7.
Gladly Sidekick works across every text-based Channel and responds appropriately to emails, SMS, Facebook, chat, and more.