Answer Threads is a type of Thread that, using generative AI, allows Sidekick to utilize Public Answers to communicate with Customers in a conversational manner over Chat and/or SMS. When leveraging Answer Threads, Sidekick synthesizes knowledge from relevant Answers (across multiple Audiences, if necessary), customized Advice, and the conversation context in order to converse with Customers. By unlocking existing knowledge within Answers using AI, Answer Threads helps increase resolution rates and overall assistance.
Below, for example, a Customer engages with an Answer Thread in Chat and asks questions as if they're speaking with a human Agent. Answer Threads respond completely, conversationally, and even understand follow-up questions a Customer decides to ask.
Answer Threads are configured by using the Generative Reply Action within the Thread Builder. The AI assistant's personality is then configured by providing specific instructions as "Advice." Answer Threads are comprised of the following core components.
Generative Reply Action within the Sidekick Thread Builder
Customer UX overview
The general flow for a Customer engaging with an Answer Thread 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 Answer Threads.
Sidekick asks the Customer to enter their question.
The Answer Thread attempts to respond utilizing generative AI if the appropriate Public Answer is documented.
If the Answer Thread 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 Answer Threads
Leveraging the "Something Else" button is best practice when it comes to configuring Answer Threads. 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.
The Answer Thread attempts to respond utilizing generative AI if the appropriate Public Answer is documented.
If the Answer Thread cannot respond or find the required information stored as a Public Answer, the Customer is handed off to an Agent.
Answer Thread 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 Answer Threads 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.
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Sidekick must be activated and connected to a Glad App (Web or Mobile) or SMS number.