ADD-ON FEATURE |
When Customers call, it's because they need help — fast. With Gladly AI, you can deliver quick, personalized, and human-like support at scale using the power of AI and Gladly's deep Customer insights. Whether answering questions, executing actions, or seamlessly handing off to a human Agent, Gladly makes interactions over a phone call effortless and supremely human-like. It's not the typical voice input technology, which is prone to misunderstanding Customer input and is easily confused, leading to frustration.
Gladly also uses Guides, which are utilized across all Channels to provide a single source of information so it knows how to behave, act/react, relay information, and take action.
Benefits of Gladly AI on Voice
Instant Support, No Hold Times
Waiting on hold is frustrating. Gladly expands your team's capacity by handling routine customer queries, allowing agents to focus on high-impact, personalized service while customers get the answers they need, without the wait.
Generative AI-Powered Conversations That Feel Natural
Forget robotic, clunky interactions. Gladly understands context, adapts to interruptions, and filters out background noise for smooth, engaging conversations that feel like talking to a real person.
Beyond Answers — Real Actions
Gladly doesn't just answer questions—it gets things done. From processing refunds to making reservations, it completes tasks so customers can resolve issues effortlessly.
Effortless, Context-Rich Agent Handoff
When human assistance is needed, Gladly makes Agent handoffs seamless. It transfers full conversation history and Customer context to live agents, eliminating the need for customers to repeat themselves and enabling faster resolutions.
Future-Proof and Ready for What’s Next
Designed to be modular and adaptable, Gladly evolves with emerging Voice technologies, ensuring your support experience stays ahead of the curve.
Pricing
Usage is calculated with your telephony usage.
Best-in-class voice AI
Gladly responds in under 4 seconds with natural, generative responses that resolve Customer requests quickly. See how Gladly stacks up head-to-head against other solutions on the market.
High-level overview of how Gladly AI on Voice works
When a Customer call reaches Gladly, it follows instructions from its Gladly Agent to have a natural conversation with your customer. Your customers can speak as though to a support hero, and Gladly will respond or escalate in a way that adheres to its Gladly AI Agent and Guides.
Gladly does this on the Voice Channel by detecting and transcribing customer speech from the call audio. Then, it follows your Guides to prompt modern large language models and best-in-class inference providers to generate and check responses and actions that adhere to your guidelines (e.g., brand tone, words to avoid, scenario-specific responses, etc.). Finally, it replies using a clear, natural voice and takes action. It also quickly hands off to an Agent if necessary or asked to, and a summary of the call is transcribed in the Conversation Timeline.
Gladly AI works to achieve three main objectives on Voice:
Answer questions
Look up key Customer information and details
Take action
And to bring that to the real world:
Customer | Gladly AI on Voice |
|---|---|
Ask for action or changes (e.g., Can you cancel my order?) | Look up details, take action, and make changes in an external system (e.g., an OMS). |
Ask for status-related updates (e.g., Where’s my order?) | Look up and relay information from an external system (e.g., an OMS). |
Ask questions (e.g., What’s your return policy?) | Answer questions using Public Answers. |
Utilize the same Guides across all Channels
Gladly utilizes the same Guides across all Channels. This means there's no need to create Channel-specific Guides. For instance, if you create a Guide on addressing questions about your return policy, Gladly will apply that Guide across all Channels, including Voice. You manage and control how Gladly operates through one user-friendly UX.