Real-time customer support with personalized service, accessible through a mobile app.
Glassdesk
$20/moStarting price
0Popularity
About Glassdesk
Glassdesk integrates with helpdesk platforms such as Gorgias, Freshdesk, and Shopify to automate Tier-1 customer support. It drafts replies using only the merchant’s own help-center content as its knowledge base, ensuring answers are accurate and policy-compliant. Each draft includes cited sources, a confidence score, and a self-check before any message is sent. The system operates in shadow mode initially, allowing teams to review drafts and approve auto-send settings. If confidence is low or the customer’s sentiment is negative, the ticket escalates to a human agent with full context attached. Glassdesk supports multiple languages and handles order-status queries with live data integration. It is designed for e-commerce stores seeking predictable pricing and transparent AI decision-making.
Key features
- Auto-drafts replies with full citations and confidence scores
- Shadow mode for testing AI drafts on real tickets
- Sentiment-based escalation to human agents
- Live order-status answers with Shopify integration
- Multi-language support (ES, FR, DE)
- Self-check mechanism to verify answer accuracy
- Human-in-the-loop approval for auto-send
- Adversarial test suite for accuracy validation
Use cases
- Handling Tier-1 customer inquiries with cited policy answers
- Automating order-status and return-policy questions using live data
- Reducing support workload by deflecting routine tickets to AI drafts
Pros
- Cites exact help-center passages with similarity scores for every answer
- Confidence-gated escalation routes uncertain or negative-sentiment tickets to humans
- Flat-rate pricing model with no per-resolution fees or surprise overages
- Shadow mode allows teams to audit AI drafts before going live
- Supports Gorgias, Freshdesk, and Shopify integrations
Cons
- No free tier available
- Requires a paid helpdesk platform (Gorgias, Freshdesk, or Shopify)
- Early-stage product with limited public case studies
- Founding offer discount applies only to the first 10 stores
Frequently asked questions about Glassdesk
What is Glassdesk and what does it do?
Glassdesk is an AI support agent designed for e-commerce stores that integrates with helpdesk platforms like Gorgias, Freshdesk, and Shopify. It automates Tier-1 customer support by drafting replies using only the merchant’s own help-center content as its knowledge base, ensuring accuracy and policy compliance.
Who is Glassdesk suitable for?
Glassdesk is designed for e-commerce stores seeking predictable pricing and transparent AI decision-making. It is particularly useful for businesses that want to automate routine customer support queries while maintaining human oversight and accuracy.
How does Glassdesk handle pricing?
Glassdesk operates on a flat-rate pricing model, offering a single price regardless of the number of resolutions. This model is designed to provide predictable costs as businesses grow, avoiding penalties tied to resolution volume.
What integrations does Glassdesk support?
Glassdesk supports integrations with Gorgias, Freshdesk, and Shopify. These integrations allow it to connect directly to the helpdesk platforms and access real-time data, such as order statuses, to provide accurate responses.
How does Glassdesk ensure the accuracy of its responses?
Glassdesk ensures accuracy by using only the merchant’s help-center content as its knowledge base. Each draft includes cited sources, a confidence score, and a self-check before any message is sent. If confidence is low or the customer’s sentiment is negative, the ticket escalates to a human agent.
Can Glassdesk be used in multiple languages?
Yes, Glassdesk supports multiple languages, allowing it to assist customers in their preferred language. This feature is particularly useful for e-commerce stores with an international customer base.
