Launching AI is just the beginning. The real value comes from how well it performs over time. Gladly Journeys closes the gap between implementation and continuous improvement by giving customer service teams visibility into AI performance, and the tools to act on it.
Gladly Journeys gives customer service teams clear, actionable insight into how Gladly AI is performing—what’s working, what’s not, and what to improve. It surfaces patterns from real customer Conversations, identifies automation gaps, and highlights opportunities to improve your knowledge base and AI workflows. Journeys makes performance data visible, actionable, and easy to interpret, without relying on IT or analytics expertise. With insights based on real customer conversations, Journeys helps teams prioritize what to improve and why, so Gladly AI gets smarter, more accurate, and more aligned with business goals. No complex reports. No engineering tickets. Just continuous optimization.
.png?sv=2022-11-02&spr=https&st=2026-02-22T22%3A37%3A03Z&se=2026-02-22T22%3A49%3A03Z&sr=c&sp=r&sig=HKzxmlL3xd1NjsiZKjqYnvo4Am%2FvV8CD2zD6XW5LC%2Fs%3D)
Gladly Journeys works hand-in-hand with Gladly Guides to spotlight areas of opportunity and identify where Gladly AI can be further optimized to improve overall performance. Journeys organizes Conversations into meaningful patterns, pinpoints where automation is falling short, and shows where teams can take action to improve Gladly AI on their terms. Paired with Guides, Admins and Team Managers can take information surfaced by Journeys and make simple, no-code adjustments to bolster Gladly AI’s impact.
Benefits of Journeys
Total Visibility Without Complexity
Journeys gives CX teams real-time clarity into how Gladly AI is performing—what’s working, what’s not, and what to improve—without relying on technical teams or sifting through raw data.
Focus on What Moves the Needle
With built-in prioritization, Journeys highlights the workflows that create friction, drive escalations, or impact resolution—so teams can make improvements where they matter most.
From Insight to Action, Fast
By surfacing meaningful patterns in real conversations, Journeys shows teams exactly where to focus—and when paired with Guides, fixes can be implemented instantly.
Continuous Optimization That Keeps Up
Journeys enables CX teams to monitor and evolve AI over time, ensuring Gladly AI adapts to changing policies, customer behavior, and business goals without falling behind.
High-level overview of how Journeys work
Journeys turns Gladly from a black box into a visible, manageable part of the CX strategy. Journeys highlights the most impactful issues based on volume, friction or escalation frequency so that Admins and Team Manager know where to focus attention and iterate.
Journeys works to achieve three main objectives:
Uncover Gladly AI’s untapped potential
Identify areas where Gladly Guides can be improved to better serve the Customer
Highlight areas where Gladly is excelling
Journeys is comprised of two key views:
Performance View | Purpose |
|---|---|
Guides Performance | The Guides performance page showcases how well the Guides powering Gladly AI are executing. This page summarizes Gladly performance by providing insight into engagement and resolution rates and surfacing data to improve Gladly’s overall effectiveness. |
Answers Performance | The Answers performance page displays Public Answers that Gladly AI has referenced in order to generate a response to the Customer. It provides actionable insights by creating a set of Suggested Answers based on interactions where Gladly did not have enough information to reply to the Customer, and handed off to an Agent. |
Together with Guides, Journeys offers a seamless insight-to-action loop where teams can instantly apply insights found within Journeys—no tickets, no translation, no delays.