Sidekick Answers utilizes Public Answers to communicate with Customers in a conversational manner over Chat and/or SMS. When leveraging Sidekick Answers, Sidekick synthesizes knowledge from relevant Answers (across multiple Audiences, if necessary), customized guidance, and the conversation context in order to converse with Customers. By unlocking existing knowledge within Answers using AI, Sidekick Answers helps increase resolution rates and overall assistance.
Below, for example, a Customer engages with Sidekick and asks questions as if they're speaking with a human Agent. Sidekick Answers respond completely, conversationally, and even understand follow-up questions a Customer decides to ask.
Customer UX overview
The general flow for a Customer engaging with Sidekick Answers looks like this:
Chat (via Glad App)
Customer starts the chat or onboards first by providing their name and email address (if Onboarding is activated) in Glad App before the chat begins.
Customers click on the Quick Reply button configured to trigger Sidekick Answers.
Sidekick asks the Customer to enter their question.
Sidekick attempts to respond utilizing generative AI if the appropriate Public Answer is documented.
If Sidekick cannot respond or find the required information stored as a Public Answer, the Customer is handed off to an Agent.
Utilize the "Something Else" Quick Reply button to prompt Sidekick Answers
Leveraging the "Something Else" button is best practice when it comes to configuring Sidekick Answers. This allows Customers to engage with the generative AI assistant should they need help with a topic not represented in other Quick Reply buttons.
SMS
Sidekick receives an SMS from the Customer.
Sidekick attempts to respond utilizing generative AI if the appropriate Public Answer is documented.
If Sidekick cannot respond or find the required information stored as a Public Answer, the Customer is handed off to an Agent.
Sidekick Answers requirements
You must have at least one Public Answer in an English language code (e.g. en-us, en-ca, en-gb, en-au, etc.) to proceed with the initial configuration.
Review Public Answers
As Sidekick Answers relies on Public Answers to serve up information to Customers, it's important that existing Answers are comprehensive and up-to-date. Consider Best Practices and Tips for Writing Answers for guidance on how to craft Answers for success when using generative AI.
Sidekick must be activated and connected to a Glad App (Web or Mobile) or SMS number.