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.

I use Glean Platform  for creating agents for different kinds of use cases. I built out agents using actions and custom actions. Actions pertain to the ones that Glean Platform already exposes or has. Glean Platform usually has connectors pertaining to connections with various HCM platforms or can read email inboxes. I create agents based on this and ensure that using these actions, I am able to accomplish the desired outcomes.

One of the major problems that I encountered is that there are a lot of policy documents in place that people usually need to read. These documents are very long and may pertain to employee benefits and other topics. Because these documents are extensive and it becomes difficult for an employee to read all of them, I built out an agent that goes through these documents, refers to them, and drafts structured responses based on the queries that users input. The agent is divided into various branches that can read documents pertaining to benefit policy, absences, leaves, and can respond with a structured response and provide accurate descriptions to the user.

I received positive feedback from users. Glean Platform also offers an ability to track user usage. I went on the platform and kept track of the analytics and noticed that many people were using this chatbot very effectively. The agent was helping them save a lot of time. The feedback noted from users was typically that the agent saved a lot of time and simplified complex concepts for them. It saved time reading large document files that they would have done originally. The agent also served them a unique purpose where they were able to get curated responses based on their queries and not have to read the entire document itself.

I also built out custom actions in order to reference internal sources. These custom actions were connected to sources that Glean Platform can then read. Custom actions are very useful in that they allow me to connect to sources and fetch data from those sources that I initially could not do and expose it to an AI agent.

Glean Platform has a lot of various kinds of connectors and actions that they have in place. Glean Platform offers actions pertaining to data sources. Glean Platform offers actions pertaining to sources like Snowflake . They also have connectors for HCM platforms like Workday , where they allow interfacing with Workday  and providing data from the platform. Glean Platform can also read data from Snowflake  using Snowflake actions and offer structured insights on that. What I really appreciate is its ability to chain actions one after the other and also reference an output of a previous action in the next step. The main action that I found particularly useful for Glean Platform is the ability to read emails based on the actions that they have built in. This is very helpful. Also, what I found useful is the GUI interface that Glean Platform offers that allows users to intuitively build out agents based on a GUI interface. The branching logic and looping is done very well in Glean Platform.

The GUI has been very helpful for me because building out agents in an IDE  or an integrated development environment is good from a developer perspective, but from the perspective of a user or a business side user who can intuitively just draft links and create branches, the experience is much better. Once these are secured by credentials, then fetching data from these platforms becomes very simple and intuitive. Glean Platform does a very good job at understanding and coagulating data and making sure that all of the data is populated correctly. The GUI makes things simpler and reduces the time to market effectively.

One thing that I noticed that was very good about Glean Platform as well is its ability to have actions from previous steps put into the next step. I can just quote an action of a previous step, and the output from that step is brought into the next step. In this manner, this is like writing a code script, but in a low-code manner. What I really appreciate about Glean Platform is the low-code, no-code interface that it offers. I can reference the platform very well, build out agents, reference previous steps, and I do not have to have a dependency on a code script. I can reference steps, get their outputs, put them into new steps, and the agent can then think and respond in a correct manner. What I have noticed is the reliability that these agents offer is very good.

Glean Platform has been very positive when I am using it in the organization. The major impact that I have noticed is how business users are now being impacted and they are using the platform because they understand it easily. It is so easy for business users to understand that the users are taking up ownership and building out agents. I have noticed that the number of agents on the platform has skyrocketed since its pilot earlier in the year. The feedback from the business has been very great, considering the fact that they mentioned that reading complex documents, getting analysis, building out, and streamlining their workflows is very good. This is the way I have seen a positive impact on the organization. A metric that I can note is that the number of users using the agents has been increasing substantially every single day. The number of users who are being educated about the platform and are building agents because of its simplicity is very good and it is increasing on a day-to-day basis. The footfall on the platform has increased substantially and this is one of the major metrics that I have noticed in order to see the adoption of Glean Platform throughout the organization.

I use Glean Platform's analytics dashboard. That has been very helpful in order to track usage across the platform as well as the different agents that have been built on the platform. Glean Platform's analytics dashboard has led to an increase in adoption of the platform because I can streamline and notice where more enhancements are required and add connectors or build agents accordingly. The major impact or productivity gains that I have seen is on the business side, where users have noted substantial productivity gains in repetitive tasks that they used to perform. For example, reading emails and generating insights or filling out manual documents that they used to do is now done by agents, and this has been very helpful for the users. In terms of productivity gains, this has been a boon for the users in my company.

I have noticed a lot of time saved using Glean Platform. Many manual processes that required substantial time to be invested by employees now have massive time saves. What I have noticed is that these repetitive processes have been automated and the times have reduced from substantial hours or days to a matter of minutes.

What I would like to see is an ease by which I can have different connectors set up. Right now I have to do a lot of back and forth in order to have these connectors enabled. Having them by default on the platform would be very helpful for me. Also, when developing custom actions, having a developer portal where users can track the log of how the requests are being sent to custom endpoints created would be helpful because right now I do not have anything of that nature. It is just a final response that I get and it becomes very difficult to keep track of what is happening in the backend. Also, the latency that the platform offers is a little high right now. What I have noticed is that on a particular query, the user has to wait a long time in order to get responses. If there is a way to reduce this time and improve performance by decreasing the time for responses, that would be very good.

I believe that the latency offered is a little high right now. If I can get prompt responses quickly, then that would be a real user experience enhancement. Also, what I have noticed is the problem that developers face when creating custom actions in Glean Platform, where we are not able to keep track of what is happening in the backend. A logger of sorts would be very good so that I can maintain an idea of what is happening in the backend. If that issue is resolved, along with also the issue of having custom connectors available from the start rather than going to Glean Platform and having conversations about the thing, then it would be very good. If these issues are resolved, then it would be a strong 10 out of 10 from me. But as of now, it will be an 8 out of 10.

Glean Platform is a very capable platform. It is good for indexing documents and reducing manual workflows by incorporating an element of AI in it. Business usage can be increased as well. The one caveat is if there are developers who are creating actions on Glean Platform, then I must keep an eye on the logging that I have for the platform because interacting with the backend systems becomes very difficult using Glean Platform. Also, what I have noticed is that it is a real challenge in terms of latency as some of the responses may take a little while to load. However, what I have noticed is that the responses are usually very accurate, and so it is a trade-off between speed and accuracy. This is what I would advise to someone who is looking at Glean Platform.

I have been working with Glean Platform for one year.

Glean Platform is a relatively stable platform with minimal downtimes. The experience has been very positive on my end. I have not noticed any downtime.

Glean Platform's scalability is very good. The number of users who have been using the platform in the company has been increasing on a daily basis and the number of agents have also been increasing, but the platform has been very capable in handling everything and the increased number of users. In terms of scalability, the platform is very good and the experience is very positive.

I have interacted with Glean Platform's support team. The experience is very positive. They are very prompt to give responses and it is a very great process interacting with them. I would rate the customer support a solid 4 out of 5. They have been very great in helping out with problems regarding custom action configurations and also building out specs for the custom actions. In that manner, Glean Platform's support team has been very good. They are also very knowledgeable and are prompt in their responses. This makes it a real breeze in order to develop on the platform because of the prompt support. I am very happy with the support and I would really recommend it.

I noticed a lot of time saved using Glean Platform. Many manual processes that required substantial time to be invested by employees now have massive time saves. What I have noticed is that these repetitive processes have been automated and the time has reduced from substantial hours or days to a matter of minutes.

Glean Platform was the first solution I evaluated and used in my organization. Glean Platform was the only one that I evaluated.

I think Glean Platform is a very capable platform and that the enhancements it offers and the way it is structured is very helpful. I believe that it is capable and it really enhances the user experience a lot by the user-friendly GUI that it is offering. Also, the ability to create agents that streamline business processes is a real aid in my opinion. I would highly recommend Glean Platform for usage in your company. I gave this review a rating of 8 out of 10.