Glean Work AI Platform

I have been using Glean Platform  for one year now, and I primarily use it to ask questions about the documentation that we have uploaded on Glean Platform . I use it to create small projects.

One instance where Glean Platform was particularly helpful was when I needed to quickly create a presentation for a customer with very little time available. Glean Platform helped me create those presentations by going through my company's documents, configuration guides, screenshots that I uploaded via chat, and transcripts from previous calls with customers. With all this context and presentation templates, Glean Platform was able to provide me with text and a transcript of the content that I needed to present to the customer.

Glean Platform is something that we use to scan through documents and other apps. We do not use it to ask very specific mathematical questions, as we usually do that with Gemini. However, Glean Platform is very good with documentation and works well with agents. We have developed a couple of monitors in a Slack channel to create presentations in Slack once we provide the documents.

I use agents in two main ways. First, I use it as an agent that scans through the entire public Slack and provides answers based on the documentation that is available. The second agent that I frequently use is to create enablement documents and release notes. As a product manager, I need to create those documents, which are very time-consuming to create manually. I have created a Glean Platform agent that has the template we need to cater to, and I have configured it to ask all the right questions. For example, it asks about product area, Jira  epics and stories, Confluence  page links, onboarding documents, strategic themes, gaps and workarounds in the feature, or any other documentation links. The agent then gives you a release document and enablement deck which I can create in five to ten minutes and roll out.

Another important feature is the ability to collaborate and share agents. This way, the entire organization can increase its productivity. Sharing the agent makes it a duplicate of that agent, which is a good feature. I can ask my teammate if they have a better agent, and once they share it, I can make improvements and share it back so that together we can find an improved version and increase productivity. However, I would reiterate that the integration is what makes Glean Platform unique and useful, especially its integration with applications like Slack. No other agent or AI model offers that level of integration, and it is helpful when you have hundreds of customers and hundreds of customer-facing employees asking questions. You can also send out notifications to certain groups, which is a very important feature for any organization to boost its productivity. In the future, if such agents can be added to Teams, I believe it would be game-changing for the entire industry.

Glean Platform has increased productivity by at least one hundred hours per week for my organization. The reason is having an agent on top of it to cut down any and all support. In terms of metrics, we see a significant reduction in support queries, which directly relates to customer satisfaction with our customers. Our customer-facing team just needs to rely on Glean Platform, as it can accurately provide the answers.

Let me take a simple use case. If a customer has a question, the customer would ask the question through the customer-facing teams. These teams would have to ask that question in a Slack channel or reach out to someone. This communication takes time, and they were getting the answer in one day and probably the next day would talk to the customer and give them the answer. Now, with Glean Platform agent in a particular group, the customer-facing team can just post the question there. If the question can be answered by Glean Platform, in ninety to ninety-five percent of the cases, Glean Platform is able to answer it, and then they can take that answer and present it to the customers without waiting for one or two days. If the question is answered incorrectly or if Glean Platform is not able to answer it at all, then a product manager or a technical manager or the documentation team comes in and tries to answer that, and Glean Platform takes that input, tests it, and becomes better prepared for those questions next time. As we continue to use Glean Platform, the agent keeps learning. Therefore, the ninety to ninety-five percent will one day become ninety-nine or one hundred percent in the future, and Glean Platform can automatically provide answers to almost all questions.

The best feature that Glean Platform offers is definitely agents. It is very easy to create agents in Glean Platform, and I love that feature. Its Slack integration makes it much more useful than any other model that we have. Gemini and Claude hit their limitations when it comes to Slack, but Glean Platform takes it to another level. For example, we have a few channels in Slack. If somebody posts any question, Glean Platform first tries to answer with the previous documentation and previous chats related to that, and if it is not able to provide the answer, then it goes to the documentation team and effectively finds out if the question is being asked and if help is needed. Agents is the most beautiful and incredible feature that Glean Platform offers along with its seamless integration with Slack.

Glean Platform has increased productivity by at least one hundred hours per week for my organization. The reason is having an agent on top of it to cut down any and all support. In terms of metrics, we see a significant reduction in support queries, which directly relates to customer satisfaction with our customers. Our customer-facing team just needs to rely on Glean Platform, as it can accurately provide the answers.

There are multiple ways in which Glean Platform can be improved. Although it is a very good platform, I think the agent workflows can be more advanced. For example, if I can attach my Jira  epics and then the data sources for the agents would make it even more beneficial.

In terms of user experience, a no-code agent builder would be amazing. If someone has no technical expertise, then a no-code agent builder would help them create really advanced agents. Glean Platform should also have a personalized experience on Glean Platform, as this is something that is missing as of now. The homepage can also be improved; right now, it shows suggested recent mentions and trending topics. More context can be given, for example, having ongoing Slack conversations highlighted would be useful if it can use its judgment.

Another thing that can improve is suggested chat prompts. Maybe Glean Platform can be integrated just like Gemini or Tactic to record meetings and go through transcripts more easily. This is the only missing feature. Additionally, the agents can be made more user-friendly.

I think adding the capability to join calls, go through transcripts and provide real-time question and answers just like Gemini would give an extra score, especially given the context that Glean Platform has from Slack and Confluence . Glean Platform is in a much better position than any other AI tool to provide those answers during calls. Transcript AI processing is one feature that I would like to have.

I have been using Glean Platform for one year now, and I mostly use it to ask questions on the documentation that we have uploaded on Glean Platform. I use it to create small projects.

Glean Platform is stable.

We have noticed that Glean Platform is scalable and can handle growth and increased workload.

My company is a partner of this vendor.

I would say our turnaround time for supporting our teams has been reduced by ninety to ninety-five percent. Additionally, the productivity of employees has increased by at least twenty percent by using Glean Platform. These are metrics which have been calculated and approximated to the nearest whole number. We have not been able to reduce the number of employees, but we have been able to ensure that they now spend time on things that are more important than just going through documents or answering questions.

Pricing, setup cost, and licensing for Glean Platform have been seamless; there are no hurdles here.

My main use case for Glean Platform  is to search for information regarding company policies. I typically use it to search documents and emails. I have also started to use some Glean Platform  agents as well.

A quick specific example of how I've used Glean Platform to find something important recently is when I was looking for the disciplinary procedure and the code of conduct for disciplinary procedures within my company. I searched for disciplinary procedure and it took me to the relevant HR website where the disciplinary document and the code of conduct were loaded.

I do not have anything else to add about my main use cases for Glean Platform or unique things I have done.

The best features Glean Platform offers include the ability to create my own agents. For example, I created a self-service agent for my stakeholders, so rather than email me, I sent them a link to an agent where the agent asks them questions and drills down to exactly what they need, and then I get a qualified response from them. That is my favorite use case.

Setting up my own Glean Platform agent was manageable; it took a bit of getting used to, but I used Glean Platform AI itself to help me navigate through the various steps and set up a sequence. It was very useful.

Glean Platform has positively impacted my organization as I have noticed improvements in productivity. To be fair, I am the only user in my team that uses it regularly. I did get some emails initially when Glean Platform was rolled out because my files were indexed, so someone would randomly message me saying they came across my document about something and ask me about it. However, that was in the early days of Glean Platform rollout, and I have not had anyone contact me recently who has come across my documents.

Glean Platform can be improved, and I think having agents and integration with Salesforce  would be beneficial. We do not have that enabled if it is a feature, but being able to search opportunities in Salesforce  and Salesforce notes would be amazing if that were possible.

I chose seven out of ten because if I could upload PDFs and have them analyzed, or have it integrate with my Gmail and help me go through my emails, that would be very useful, but I do not think it does that.

I do not have more to add about the needed improvements.

I have been using Glean Platform for over a year.

Glean Platform is stable for me.

I have not noticed any limitations regarding Glean Platform's scalability as my usage grows or as more data is indexed.

I have not needed to reach out for customer support for Glean Platform, and I have not experienced any issues.

Setting up my own Glean Platform agent was manageable; it took a bit of getting used to, but I used Glean Platform AI itself to help me navigate through the various steps and set up a sequence. It was very useful.

It was not part of my role to choose Glean Platform or evaluate other options before choosing it.

I have seen a return on investment with Glean Platform in that it helps me find information more easily. However, in terms of return on investment, I cannot speak definitively because I think I am the only one that uses it on my team regularly.

I think sometimes the underlying LLM depends on the organization. Because I am quite used to using the latest version and Claude AI or a latest version of GPT, my organization has not enabled that in Glean Platform. I find myself using Gemini or, if it is something else non-work-related, I would use my own Claude account or ChatGPT.

My advice for others looking into using Glean Platform is to go online and find out what the best practices are for searching for files. Also, find out how to define your workflows so you can enable agents or create agents to help you with your workflows.