The next version of Gladly Sidekick: 6 powerful AI capabilities that take Customer AI even further

Sidekick, Gladly's AI agent, has always delivered fast, accurate, and personal resolutions while other AI tools prioritize speed over experience—offering quick replies but falling short of real resolution, brand-aligned communication, or intelligent handoffs. It's no surprise that 39% of consumers say AI has made their experiences worse, not better.

Now, with six new capabilities, Sidekick is even more powerful. These bring Customer AI to more channels, more teams, and more moments in the customer journey. It's not just an upgrade—it's a whole new level of CX innovation.

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Sidekick Voice

When customers pick up the phone, their issue is urgent. Yet instead of quick resolutions, they often face long wait times and frustration. For businesses, these wait times make sense—voice support can be costly and inefficient. But when brands turn to AI for help, they often end up with robotic, disjointed systems that lack customer context.

Sidekick Voice changes that. It engages callers instantly, eliminating wait times and ensuring customers feel heard from the moment they reach out. Unlike traditional AI solutions that feel robotic or disconnected, Sidekick Voice uses generative AI to create natural, intuitive conversations. With deep customer context and knowledge of brand guidelines and past interactions, it answers questions and takes action in real time—all without human intervention.

When a human touch is necessary, Sidekick Voice seamlessly hands off the conversation to support Heroes with full context and recommended next steps. Customers never repeat themselves, and Heroes can focus on resolution instead of gathering information.

Sidekick Sales

Today's shoppers aren't just picky. They're pressured. Rising costs are driving up prices across categories, while shoppers are feeling the impact of broader economic uncertainty. Market volatility, policy changes, and the threat of a recession have made household budgets tighter and spending more cautious. Every purchase carries more weight. There’s less room for error. So how do you go above a purely transactional experience to the quick and personalized guidance modern customers crave?

Sidekick Sales isn't just a transaction handler; it's a personalized shopping guide that delivers recommendations based on preferences, browsing history, and behavior. It answers detailed questions about sizing, compatibility, and product features, helping customers move confidently through their buying journey. By resolving common support queries and offering personalized recommendations, it ensures fewer abandoned carts and more completed purchases.

"[Sidekick] allows our agents to focus on more complex, nuanced conversations or those that have more selling opportunities such as fit, sizing, and style and really connect with customers."

Lauren Inman-Semerau
Head of Customer Experience, Rothy's

When a human touch is required, Sidekick Sales smoothly hands conversations to Heroes with full context, so they can focus on high-priority issues like assisting VIP customers or resolving complex cases.

The result? A radically personal shopping experience that mirrors expert in-store guidance while driving increased revenue and loyalty.

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Sidekick Email

Email remains one of the most challenging support channels. Customers needing help face days-long wait times, while support Heroes spend valuable time combing through lengthy conversations to understand context and craft thoughtful replies—all while the email queue continues to grow.

Sidekick Email transforms this experience by bringing AI-powered resolutions to email. It crafts personalized replies and—most importantly—takes action on customers' behalf. It's not just responding with information; it's resolving issues, escalating when needed, and clearing out backlogs.

"We implemented Sidekick to handle initial responses, and if an issue requires more attention, it transitions seamlessly to an agent. Our customers don't even realize they're interacting with AI—it's that natural."

Nancy Orgill
Customer Support Manager, KÜHL

This increases capacity and efficiency across your team while delivering personalized experiences to customers. Support Heroes can focus on higher-impact conversations, and when they step in, they're equipped with clear conversation summaries—no need to sift through every message. Customers benefit from faster responses and support that feels thoughtful and personal, even over email.

Guides and Journeys

Complex AI implementations often create frustrating bottlenecks and suboptimal customer experiences. Most businesses struggle with AI that requires deep technical expertise, leading to wasted investments and delayed results.

Guides and Journeys transform how businesses build and evolve AI by making setup and optimization intuitive, fast, and accessible to everyone—not just technical experts. Instead of relying on complex programming, CX teams use natural language to train AI as easily as they would train a new team member.

With Guides, teams design Sidekick's workflows by outlining how it should respond, retrieve information, take action, and escalate. It feels less like configuring software and more like onboarding a teammate using familiar support documentation and processes.

Once Sidekick is live, Journeys provides full performance visibility through intuitive dashboards that highlight what's working and where improvements are needed, based on real customer conversations. CX teams can prioritize improvements without specialized analytics expertise.

This creates a seamless cycle of training, monitoring, and optimization. As Journeys surfaces insights, teams can instantly update Guides to keep Sidekick aligned with evolving customer needs—no waiting on IT or engineering.

Sidekick for Zendesk and Salesforce

Many brands want better AI but are locked into existing systems. Sidekick for Zendesk and Salesforce solves this by helping your existing CRM, order management systems, and other critical tools handle more conversations with less strain. It delivers end-to-end resolutions so Heroes can focus on high-impact conversations while also helping customers with purchases through product information and recommendations—driving deeper engagement and revenue.

You can integrate this fully standalone Gladly intelligence with your existing knowledge base. Sidekick for Zendesk and Salesforce accesses your brand's information to provide instant, accurate responses to customer questions.

It's easy to train on your specific brand policies, tone of voice, and escalation procedures. No code required—just share simple, step-by-step Guides with Sidekick. You can thoroughly test everything in a controlled environment before deploying to ensure it aligns with your guidelines and performance expectations.

Staying ahead of what the market demands

These six new capabilities aren't just responses to market trends—they're setting them. While others play catch-up with basic AI, we're defining what intelligent customer experience looks like.

This reflects what we're hearing from CX leaders and frontline teams: they want AI that works with their teams, not around them. Tools that drive real outcomes on revenue, resolution time, and relationships. With Sidekick's newest capabilities, we're delivering more flexible AI, smarter systems, and human-centric service that scales.

"We're able to solve customer issues through Sidekick... It's been fantastic. Customers are very happy with the solutions."

Jim Rodden
Chief People Officer, MaryRuth's

Ready to see how Sidekick can transform your customer experience?

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