Introducing Gladly Sidekick, the groundbreaking AI and automation platform that is poised to transform the landscape of customer service by facilitating personalized self-service. Sidekick seamlessly complements Gladly Hero, the human-centric platform designed for agent-assisted customer service.
This innovative platform was born out of Gladly’s strategic acquisition of Thankful, a leading AI and automation solution for customer self-service. This strategic move has propelled Gladly to the forefront of customer service, placing AI and automation at the heart of their customer-centric approach.
What sets Sidekick apart is its unwavering commitment to engaging and nurturing customers, rather than simply deflecting them. Unlike other AI solutions that lack a deep customer focus, Sidekick recognizes that the application of AI must be infused with a brand’s unique voice, content, and understanding of customer needs to prevent customer frustration.
Gladly firmly believes that building customer loyalty requires a fusion of both people-centered and AI-powered customer service.
Key Features of Sidekick:
- Generative AI: Sidekick leverages the power of generative AI and no-code automation to deliver scalable and personalized customer self-service through Self Service Threads.
- Transaction Execution: Beyond addressing routine customer service inquiries, Sidekick has the capability to execute transactions such as managing returns or processing exchanges, ultimately aiming to resolve customer issues comprehensively for a seamless and positive experience.
Real-Life Applications:
Sidekick’s impact is palpable in real-life scenarios, such as Crate & Barrel streamlining routine requests like returns or exchanges and intelligently matching customers with specific service agents based on live context. Bombas, on the other hand, has successfully lightened the load on their Customer Happiness Team by empowering customers to self-service basic tasks and inquiries.
Gladly’s overarching mission is to empower businesses to deliver profoundly personalized experiences, with the customer always at the core of their endeavors. Through investments in generative AI and the strategic acquisition of Thankful, Sidekick exemplifies their unwavering dedication to realizing this mission.