ADD-ON FEATURE |
When Customers call, it’s because they need help — fast. With Sidekick Voice, 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, Sidekick Voice 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.
Sidekick Voice also uses Guides,which are utilized across all Channels where Sidekick is available to provide a single source of information so it knows how to behave, act/react, relay information, and take action.
Benefits of Sidekick Voice
Instant Support, No Hold Times
Waiting on hold is frustrating. Sidekick 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. Sidekick 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
Sidekick 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, Sidekick 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, Sidekick Voice evolves with emerging Voice technologies, ensuring your support experience stays ahead of the curve.
Sidekick Voice pricing
Sidekick Voice usage is calculated with your telephony usage.
High-level overview of how Sidekick Voice works
Sidekick Voice works quite simply from the surface, and is a technological marvel under the hood. But to get to the basics, whenever a Customer calls and enters your IVR, Sidekick Voice asks the Customer how it can help, and your Customers respond as they usually would:
Sidekick Voice works to achieve three main objectives:
Answer questions
Look up key Customer information and details
Take action
And to bring that to the real world:
Customer | Sidekick 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. |
Sidekick Voice listens and responds to Customers using best-in-class Natural Language Processing (NLP) and Speech Synthesis (TTS) technologies. It utilizes Guides to ensure its responses adhere to your guidelines (e.g., brand tone, words to avoid, scenario-specific responses, etc.). Then, 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.
Utilize the same Guides across all Channels
Sidekick Voice utilizes the same Guides as Sidekick across all Channels. This means there’s no need to create Channel-specific Guides for Sidekick. For instance, if you create a Guide on addressing questions about your return policy, Sidekick will apply that Guide across all Channels, including Sidekick Voice. You manage and control how Sidekick operates through one user-friendly UX.