Gladly has acquired Thankful, a provider of AI-powered customer service solutions.
These include agent-assist, voice of the customer, and loyalty management tools.
Yet, in recent times, Thankful has invested significant time and resources into generative AI and no-code automation to streamline customer communication.
Gladly will now transfer these capabilities to Sidekick, its new AI and automation solution that works on the shoulder of contact center agents.
In doing so, Sidekick will suggest responses to customer queries – which incorporate customer context and stored information – for personalization.
The move is significant for Gladly, as it strives to build upon its helpdesk platform – which places on G2’s Top 50 list for customer service products.
Underlining the value Thankful and Sidekick will add to the broader portfolio, Joseph Ansanelli, CEO of Gladly, said:
By layering Thankful’s AI and automation on top of our people-centered platform, we’re making the customer service ecosystem more personalized for consumers in a more scalable way for brands.
Already, many companies use both brands’ software, with the two tech providers partnering in 2020. These include businesses such as Bombas, Breeze Airways, and Crate & Barrel.
Yet, both vendors will now work in lockstep to automate customer queries with Sidekick while maintaining a degree of personalization.
What Differentiates Sidekick?
What perhaps differentiates Sidekick most is its ability to create automated conversation threads.
These threads help customers find resolutions to common queries relating to order tracking, returns, subscription cancellations, and more.
Across these contact reasons, companies can ensure that Sidekick has the best material to draw from by updating entries within Gladly Answers, the vendor's knowledge base.
Leveraging these, Sidekick can mold responses to the specific customer.