Gladly Launches Industry's Only AI on Voice Powered by Lifelong, Multichannel Customer Conversations

SAN FRANCISCO, March 6, 2025 /PRNewswire/ -- Gladly, an AI-powered customer service platform that puts people, not tickets, at the center, today announced the launch of Sidekick on Voice, bringing radically personal AI-powered support to phone calls.

Phone support remains a critical 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. Existing solutions fall short of delivering the personal touch that defines great service– ticket-based platforms treat each issue as an isolated ticket, disregarding the customer's history and standalone voice AI solutions lack the rich customer context needed to make interactions personal. These fragmented approaches strip away valuable context, creating a frustrating experience for both customers and agents.

Sidekick on Voice changes that. Designed to be truly customer-centric, it uses the single, lifelong conversation that defines Gladly's approach to deliver a highly personalized, human-like phone experience that traditional ticket-based systems simply can't match.

Reinventing voice AI for customer service

For years, businesses have had to choose between efficiency and a quality customer experience in phone support–cutting wait times with automation at the risk of impersonal interactions, or providing live support with a personal touch at the cost of long hold times and higher expenses. Other voice AI solutions claim to solve this, but without deep customer context, they fall short.

Only Sidekick on Voice eliminates that trade-off by delivering speedy resolutions and the personalized, human-like experience customers expect:

• Customer-centric by design: Unlike traditional ticket-based platforms, Gladly connects every interaction across all channels into a single continuous customer conversation, giving Sidekick full access to a customer's history, ensuring every interaction feels personal.
• Fast, human-like resolutions 24/7: No more long hold times. Customers get quick, natural-sounding responses anytime, anywhere, without waiting for a live agent.
• Beyond answers, real action: Sidekick on Voice doesn't just respond to questions; it completes tasks like processing refunds, managing reservations, and handling complex requests.
• Effortless, context-rich agent handoff: When human collaboration is needed, Sidekick ensures a smooth transition with full context of the interaction, so customers never have to repeat themselves.
• Seamless Cross-Channel Follow-Up: Unlike standalone voice AI, Sidekick can share information better suited for text via SMS through the Gladly platform for a smoother, more user-friendly experience.

"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."

Real-World Impact: What Customers Are Saying

Early adopters of Sidekick on Voice are already seeing transformative results in both customer experience and efficiency.

"We've been testing Sidekick on Voice and are impressed with how seamless the experience is for both customers and agents. The early results are promising, and we're excited to see the impact it has on resolution rates and agent productivity. " Krystal Kay Cortez, CX Operations Manager at Tecovas.

The Future of AI-Powered Customer Service

With Sidekick on Voice, Gladly is proving that AI can enhance customer engagement, not just deflect inquiries. According to Qualtrics, 80% of customers have switched brands due to poor service. With phone support remaining essential, delivering a seamless, personal experience is crucial. Sidekick on Voice helps businesses do just that, blending AI efficiency with a human touch.

When done right, AI transforms every customer touchpoint into an opportunity to build deeper relationships and drive lifetime value (LTV). Gladly is leading this shift, expanding customer service beyond traditional support to help brands engage, retain, and grow their customer base. Sidekick on Voice is the next step in this evolution, ensuring brands make the most of every interaction–before, during, and after the support moment.

About Gladly:

Gladly is the AI-powered, people-centered Customer Service Platform built to navigate the rapidly evolving consumer landscape. Its unique approach focuses on customers and not tickets, ensuring faster resolutions and more meaningful connections that boost customer loyalty and lifetime value.

SOURCE Gladly