Signals is currently in Beta
If you’re interested in getting access to Signals early, contact Gladly Support or your Account Manager to get it turned on for your team.
Signals uses AI to evaluate AI-handled Sessions against criteria you define, then rolls the results up into a statistical picture of what's happening across your Customers' interactions. Instead of spot-checking individual Sessions one at a time, you get trend data on quality, sentiment, and emerging issues, at a scale no team could review manually.
Signals is available to Administrators and Team Managers for any organizations using Gladly AI. Once enabled, find it in the left navigation under Gladly AI > Analyze > Signals.
What makes Signals different
Signals doesn't just count Sessions, it reads them. AI evaluates Sessions against the specific question you ask and classifies it, giving you qualitative insight at quantitative scale. Signals is built around three core strengths:
Early detection – catch emerging issues before they escalate to your team or show up in NPS scores.
Trend analysis – see how topics and sentiment shift over time across all channels.
Quality at scale – evaluate AI performance across hundreds of Sessions at once.
Where Signals runs
Signals currently evaluates AI-handled Sessions on Chat, SMS, and Email.
Recognize what Signals is not
Signals is purpose-built for broad trend detection. Understanding its boundaries helps you use it in the right situations.
Not a real-time alert. Signals runs on demand (or on a schedule you set) over a date range, and evaluates historical AI Sessions, not live ones. Use Gladly's standard alerts for real-time issue detection.
Not a Customer record lookup. Signals returns aggregate statistics (percentages and trend data) not individual records or PII. Use Conversation Search to review an individual conversation.
Not a replacement for human review. Signals reflects what the AI assessed based on your criteria. A person should always review the results, interpret the trends, and dig into individual conversations to validate what Signals is showing.
Criteria requires defined answer choices
Signals classifies AI Sessions against options you specify, and can't discover open-ended answers on its own. Think of it like a survey – you write the question and the possible answers
Choose between Signals and Reporting
Signals is built for questions that require reading and interpreting the content of a Session. If the answer already exists in your Gladly reports, use Reporting instead.
Use Reporting instead | Use Signals |
|---|---|
How many AI Sessions occurred last month? | Were Customers asking about product sizing, fit, or defects? |
What was the AI resolution rate by Channel? | Did Customers express frustration about shipping delays or order status? |
What was average handle time last week? | Did AI successfully help Customers complete a return or exchange? |
Compare Signals to the Insights Agent
The Insights Agent lets you ask plain-English questions over reporting data you already have – volume, CSAT, handle time, drivers – with zero setup required. Signals judges your sessions: you define a new question that hasn't been asked before, and an AI reads every session to answer it, citing the reasoning and evidence behind each answer.
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on the top-left corner, then click Contact Gladly Support. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime.