Gladly Sidekick

Gladly's innovative AI and automation platform, Sidekick, transforms customer service by delivering tailored self-service experiences. Sidekick is designed to integrate seamlessly with Gladly Hero, their customer service platform focused on human interaction for agent-assisted support.

The platform's development followed the acquisition of Thankful, an AI and automation solution specializing in customer self-service. This strategic move has enabled Gladly to place AI and automation at the forefront of customer service. Unlike AI solutions that may lack a strong customer-centric approach, Sidekick is designed to engage and support customers, rather than simply deflect them.

It acknowledges that effective AI implementation requires understanding a brand's unique requirements, tone, and content to prevent customer frustration. Gladly believes that combining people-centered support with AI power is essential for building customer loyalty. Sidekick leverages generative AI and no-code automation to deliver scalable and personalized customer self-service via Self Service Threads.

This goes beyond typical customer service question answering, extending to transaction execution, such as managing returns or processing exchanges. Sidekick aims to fully resolve customer issues, ensuring a seamless and positive interaction. Real-world examples of Sidekick's capabilities include Crate & Barrel's use in streamlining routine processes like returns or exchanges, and matching customers with service agents based on real-time context.

Bombas has reduced the burden on their Customer Happiness Team by empowering customers to handle basic tasks and inquiries independently. Gladly's goal is to enable businesses to provide highly personalized experiences, prioritizing the customer in every aspect of their operations.

With investments in generative AI and the acquisition of Thankful, Sidekick exemplifies their dedication to this objective.