Main Purpose
The main purpose of Gladly's new AI and automation platform is to enhance customer service by leveraging AI and automation technologies. It aims to provide personalized and efficient customer service experiences for consumers while enabling brands to scale their customer service operations.
Key Features
- AI-powered customer service solutions, including agent-assist, voice of the customer, and loyalty management tools.
- Sidekick, an AI and automation solution that works alongside contact center agents, suggesting personalized responses to customer queries based on customer context and stored information.
- Automated conversation threads to help customers find resolutions to common queries related to order tracking, returns, subscription cancellations, and more.
- Integration with Gladly Answers, a knowledge base of frequently asked questions, to provide relevant and accurate responses to customer inquiries.
- Consumption-based pricing model that considers the number of interactions supported by Sidekick.
Use Case
- Streamlining customer communication and automating customer queries in contact centers.
- Providing personalized service at scale for brands.
- Assisting customers with common customer service requests such as order management, returns, and exchanges.
