Gladly has launched Sidekick on Voice, a solution bringing personalised, AI-driven support to phone calls. While phone support remains a vital customer channel, current experiences often fall short. Long wait times and impersonal automated systems leave customers frustrated.
Traditional ticket-based platforms treat each interaction in isolation, ignoring valuable customer history. Standalone voice AI lacks the comprehensive context needed for truly personalized service. These fragmented approaches create friction for both customers and agents.
“Sidekick on Voice delivers both the ability to answer questions and take actions, truly enabling end-to-end resolution for customers,” said Charlie Besecker, president of Gladly. “By launching voice AI integrated natively into Gladly’s customer-first platform, we’re setting a new standard for AI voice support. This is AI done right—scaling efficiency while preserving the human touch as only Gladly can, with lifelong customer context across all channels.”
Focus on personalisationÂ
Leveraging Gladly’s unique approach of maintaining a continuous customer conversation, it delivers a personalised, human-like phone experience that traditional systems can’t replicate. Businesses have long struggled to balance efficiency and customer experience on the phone.
Automation provided faster service but sacrificed personalisation, while live agents provided a personal touch at the cost of long wait times and higher expenses. Existing voice AI solutions haven’t fully addressed this dilemma due to a lack of deep customer understanding.
Sidekick on Voice’s customer-centric design connects every interaction across all channels, giving Sidekick access to a complete customer history for truly personalized conversations. Customers enjoy fast, human-like resolutions 24/7, eliminating frustrating hold times.
Handling complex tasksÂ
Sidekick goes beyond simply answering questions; it takes action, processing refunds, managing reservations, and handling complex requests. When a human agent is needed, Sidekick ensures a seamless handoff, providing agents with complete context so customers never have to repeat themselves. Furthermore, Sidekick seamlessly integrates with other channels, sharing information via SMS when appropriate for a more user-friendly experience.
Gladly’s Sidekick on Voice demonstrates the power of AI to enhance, not just deflect, customer interactions. In a world where poor customer service drives customers away, delivering a seamless and personal phone experience is paramount.