What is Sidekick?

Sidekick is an AI and automation platform for customer service teams that is built to deliver radically personal self-service across all digital channels through Gladly Hero.

Sidekick helps Customers help themselves with personalized self-service and AI-assisted communication. It works hand-in-hand with Gladly Hero so that brands can deliver radically personal Customer service at scale.

How Sidekick works

As a Customer-centric service solution that equips brands with intuitive tools to scale their Customer service effortlessly. It enhances Customer satisfaction and retention while minimizing churn, reducing Customer wait times, and alleviating Agent fatigue.

Powered by Threads

Sidekick uses Threads to run controlled, automated conversations based on Contact reason and personalized by generative AI. Threads are configurable workflows that interact with Customers on the front end and connect directly to order management, returns, and other systems of action on the back end. Any given Thread houses a sequence of steps that directs Gladly Sidekick behavior in that moment of the conversation, whether adding a topic, looking up an order, asking a question, transferring to an Agent, etc.

Administrators may build and manage threads within the Thread Builder. The Thread Builder offers an intuitive UX, making it easy to change Threads in minutes without code.

Insights are available within Gladly Sidekick’s Dashboard and allow for a single view of actionable data that empowers leaders to monitor and report on Threads and general CX performance 24/7.

Supported Channels

Sidekick supports the following Channels:

• Chat

• Email

• Facebook

• Instagram

• SMS