About

Gladly's innovative AI and automation platform, Sidekick, transforms customer service by facilitating tailored self-service. Sidekick collaborates with Gladly Hero, their human-centric platform for agent-assisted customer interactions.

The platform was created following the acquisition of Thankful, an AI and automation tool for customer self-service. This acquisition has enabled Gladly to prioritize AI and automation in customer service. Unlike AI solutions that lack a strong customer focus, Sidekick is designed to engage and support customers rather than merely redirecting them.

It understands that AI must be implemented with a grasp of a brand's distinct needs, tone, and content to prevent customer frustration. Gladly asserts that fostering customer loyalty requires service that is both human-centered and AI-enhanced. Sidekick employs generative AI and no-code automation to deliver scalable and customized customer self-service through Self Service Threads.

It extends beyond merely answering standard customer service inquiries and can perform transactions such as handling returns

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