Gladly Sidekick

Unlike traditional chatbots that respond with scripted, FAQ-style answers, Sidekick is designed to take action on behalf of customers processing refunds, updating bookings, modifying account details, and resolving requests end-to-end without human agent involvement.

This action-oriented approach dramatically increases the percentage of contacts that can be fully resolved by AI, reducing operational costs while simultaneously improving customer experience.

Sidekick operates through a conversation architecture called Threads sophisticated automated conversation flows that handle front-end customer dialogue while simultaneously triggering back-end actions in integrated systems.

Threads can be built to cover the most common and high-volume customer request types: order tracking, return initiation, subscription changes, password resets, and appointment scheduling.

Each Thread is designed as a complete resolution pathway rather than a hand-off mechanism, keeping customers in the AI experience from greeting to confirmed resolution wherever possible.

The Guides feature enables non-technical customer service teams to configure and customize Sidekick's behavior using plain language instructions.

Rather than requiring engineering resources to modify conversation flows, customer service managers can write instructions that define Sidekick's brand voice, establish specific workflows for different request types, set escalation conditions, and determine precisely when a human agent should take over.