What is Gladly Sidekick?
Sidekick is your AI-powered partner for customer service.
Gladly Sidekick is an AI and automation platform for customer service teams, built to deliver radically personal self-service across all digital channels through Gladly Hero.
With Sidekick, Customers can help themselves through personalized self-service and AI-assisted communication, while your team stays focused on higher-value Conversations. Sidekick works hand-in-hand with Gladly Hero so that brands can deliver radically personal customer service at scale.
Sidekick is dynamic, adaptable, and deeply integrated into Gladly’s Customer-first platform. It helps brands deliver Conversations that feel personal, natural, and consistent—at scale.
What makes Sidekick different?
Sidekick is built to go beyond scripted automation. It’s designed to act as a true extension of your team, combining the best of AI intelligence with the human qualities Customers value most.
At a high level, Sidekick is able to:
Understand naturally
Recognizes intent, sentiment, and nuance across channels—enabling authentic, responsive conversations.
Act intelligently
Goes beyond conversation by taking real, secure actions like processing returns or updating orders.
Adapt in real time
Adjusts tone, decisions, and pathways based on live context—whether calming frustration or prioritizing a VIP.
Remember relationships
Leverages customer history and preferences to personalize every interaction.
Align with your brand
Operates within your voice, policies, and guidelines to maintain trust and consistency.
Learn continuously
Improves over time from every conversation and feedback loop.
Ensure control and trust
Built with enterprise-grade safeguards, transparency, and configurable controls.
Why it matters
Customers don’t just want answers—they want to feel understood, valued, and known. Sidekick helps teams deliver that by:
Reducing friction through personalized, context-aware conversations
Driving efficiency with intelligent automation and workflows
Protecting brand trust through alignment with your tone and policies
Scaling support without sacrificing quality or authenticity
With Gladly Sidekick, every interaction becomes an opportunity to build stronger Customer relationships—while keeping operations agile and cost-effective.
Supported Channels
Sidekick supports the following Channels:
Chat
Email
Facebook
Instagram
SMS