By enabling personalized self-service, Gladly’s new AI and automation platform, Sidekick, transforms customer support. Gladly Hero, Sidekick’s people-centered platform for agent-assisted customer care, is integrated with it.
After Thankful, an AI and automation solution for consumer self-service, was acquired, the platform was created. Gladly has been able to advance automation and artificial intelligence in customer support thanks to this acquisition.Sidekick strives to engage and care for consumers rather than divert them, in contrast to AI solutions that lack a strong customer focus.
It acknowledges that in order to prevent upsetting consumers, AI applications must take into account each brand’s own requirements, voice, and content. Gladly thinks that in order to increase client loyalty, customer service needs to be AI-powered and people-centered.Through Self Service Threads, Sidekick offers scalable and customized customer self-service using generative AI and no-code automation.
It can perform tasks like handling refunds and executing exchanges in addition to responding to routine customer support inquiries. Sidekick strives to provide a seamless and satisfying experience by resolving client issues as opposed to just replying to them.Applications of Sidekick in real life include Crate & Barrel, which matches consumers with specialized service agents based on real-time context and streamlines regular requests like swaps and refunds.
Bombas lets consumers handle simple inquiries and chores on their own, which lightens the strain on their customer satisfaction team.The goal of Gladly is to enable companies to provide radically personalized experiences by centering everything around the needs of the client.
Sidekick is an example of their dedication to this goal, as seen by their investments in generative AI and their acquisition of Thankful.
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