Gladly, the AI-driven customer service platform that prioritizes people over tickets, announced the launch of Sidekick on Voice—delivering highly personalized, AI-powered support for phone calls.
Phone support remains a vital channel, with 52% of customers using it at some point in their service journey (Gartner, 2025). However, long hold times and impersonal automation continue to frustrate customers. Traditional solutions often fall short—ticket-based platforms isolate issues without recognizing customer history, and standalone voice AI solutions lack the rich context needed for meaningful interactions. These fragmented approaches result in frustrating experiences for both customers and agents.
Introducing Sidekick on Voice: Personalized, Customer-Centric Support
Sidekick on Voice transforms phone support by leveraging Gladly’s signature lifelong conversation model. This innovative solution ensures every interaction feels personal and seamless.
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Key Features of Sidekick on Voice
- Customer-Centric Design: Unlike traditional ticket-based platforms, Gladly connects every customer interaction across all channels into a single, continuous conversation. This empowers Sidekick with comprehensive customer context to deliver personalized experiences.
- Fast, Human-Like Resolutions 24/7: Customers enjoy quick, natural-sounding responses anytime, eliminating long wait times and reliance on live agents.
- Task Execution Beyond Answers: Sidekick on Voice goes beyond simple responses—it performs tasks such as processing refunds, managing reservations, and handling complex requests.
- Effortless Agent Handoff: When live agent support is required, Sidekick ensures a smooth transition with full interaction context, eliminating the need for customers to repeat themselves.
- Seamless Cross-Channel Follow-Up: Sidekick enhances conversations by sending detailed follow-up information via SMS through Gladly’s platform for improved convenience and clarity.
“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.”