Meet Sidekick Answers and Sidekick Actions

Sidekick is the AI engine that powers the Gladly platform, boosting the scope of how businesses can support customers and provide better commerce experiences. And this engine allows Gladly to support customers and commerce even better than before. Let’s get into how it elevates customer experience and improves satisfaction.

Sidekick improves CX

The Sidekick AI engine uses rich customer history to deliver instant, personalized resolutions across multiple channels. It improves customer service with two key functionalities: Sidekick Answers and Sidekick Actions.

These capabilities engage customers through advanced machine learning, rules-based automation, and natural language processing (NLP). By delivering instant, AI-powered support across multiple channels, Sidekick:

Provides accurate, personalized resolutions
Eliminates wait times
Empowers human agents to focus on complex interactions,
Increases customer satisfaction

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This is Sidekick: Gladly's AI engine

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Sidekick Answers

Sidekick Answers resolves your most common customer questions. It provides accurate, real-time answers by gathering information from your company’s public knowledge base to ensure responses are consistent with your company's approved messaging. It then generates on-brand responses in a conversational tone that feels natural to customers.

Example scenario

Customer question: “What is the return policy?”
Sidekick Answers:
- Analyzes if an agent should answer or not
- Pulls a response from knowledge base
- Checks the response for accuracy and tone
- Sends the response to the customer
Delivered response: “Hi, Samantha. We typically accept unopened items up to 15 days after they’ve been delivered.”

Sidekick Actions

Sidekick Actions integrates with third-party apps that your company uses for things like canceling orders, updating subscriptions, processing refunds, or modifying reservations. Then, it resolves customer issues for you — all without human intervention.

Example scenario

Customer question: “Where’s my order?”
Sidekick Actions:
- Retrieves order status details across third-party systems
- Asks clarifying questions as needed
- Pulls answer from customer history and company knowledge base
- Sends an accurate response to the customer based on their individual needs
Delivered response: “Hi Brent, your order is with the delivery provider and is on track for a Wednesday arrival. Your full order details are here:”

Meet your company’s new Sidekick

Sidekick Answers and Sidekick Actions know what to say and what to do to resolve customer needs. Plus, they’re currently available on chat, SMS, and Voice. (Email support will launch later this year!) With these comprehensive capabilities, Sidekick can help your whole organization improve customer satisfaction, streamline operations, and drive revenue growth.

Sidekick connects directly to your business systems to handle everything from order tracking to returns processing, while being smart enough to bring in human experts at exactly the right moment. It's like giving every customer their own personal concierge, without added strain on your agents.

Already know and love Gladly? Then you’ll love Sidekick, too. It’s an enhanced, future-focused addition to what we’re already known for: elevating the customer experience from support to commerce with innovative AI — all while driving major revenue.

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