Your team spends more time finding answers than giving them

Team Assist reads the conversation, customer history, and your knowledge base, then surfaces the answer and a ready-to-use draft before your team goes looking. They always review and send.

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Retail brands whose teams handle more, faster

01Problem / Solution

The conversations that reach a team member are the hardest ones. Most AI was built to walk away from them.

The conversations that reach a human are the complicated ones: the dispute, the policy exception, the brand-sensitive moment, the multi-step mess. That is exactly where most AI stops helping. The autonomy-first vendors built their product to replace the team, so team-facing assist is an afterthought stapled onto a system never meant to have a person in it. The ones that do offer it run an overlay on someone else’s helpdesk that sees the current message and nothing else, no timeline, no customer history, no order data. On the hardest conversation of the day, your team is on its own.

Team Assist reads the live conversation, the customer’s full lifelong history, live order data, and your entire Answers knowledge base, including the internal Answers the customer-facing AI never sees. It hands the team member a synthesized answer and a channel-ready draft, grounded in specific articles with citations. It reads all of that natively, through the same unified customer record, so it reaches the context that makes the platform valuable, which an overlay cannot. It’s trained on 450 million retail conversations, so it knows what a return dispute or a sizing exception really needs. The team member always reviews and sends. And your CX team configures it, with no engineers standing it up.

The Problem

02Proof by Volume

Proven with 100+ retail brands

Trained on 450 million conversations. Knows what your team needs before they do.

64%

of team members replied faster after their first session

54%

of suggested drafts used verbatim or lightly edited

97%

of questions received a meaningful answer

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03Capabilities

Everything the team needs. Already there when they arrive.

Order history, past conversations, loyalty tier, open issues, live order data, all surfaced before the team member types a word. No tab-switching, no “let me pull that up.” An overlay bolted on top of the platform can’t see any of that.

Team Assist drafts from your Answers knowledge base, the customer’s history, and the live conversation, formatted for the channel. The team member single-clicks to load it into the composer, edits, and sends. There is no auto-send, by design.

Ask in plain language and Team Assist synthesizes the answer from your whole knowledge base, including internal Answers the customer-facing AI can’t see, grounded in specific articles with citations. Your newest team member gets the knowledge depth your most tenured ones have.

Team Assist summarizes the conversation, suggests the disposition, and translates in real time, so a team member working in English can serve a customer writing in Spanish. Wrap-up auto-populates without anyone skipping it.

04Mechanism walkthrough

How Team Assist works across a single conversation

The moment a conversation reaches a team member, Team Assist has already read the history, the customer’s profile and orders, and the live thread. One click of Catch Me Up delivers a synthesized briefing, so the team member starts resolving instead of reconstructing.

Ask in plain language, or let Team Assist propose. It synthesizes from your Answers knowledge base and the live context, drafts a channel-ready reply with citations to the exact articles it used, and refines with you in the same thread. Use loads the draft into the composer; the team member edits and sends.

When the conversation closes, Team Assist summarizes it and suggests the disposition, so wrap-up takes seconds. And because it all happened on the Gladly timeline, the next team member and the customer’s next visit start from everything that just happened