What is Gladly?
Gladly is a customer service AI platform that puts people, not tickets, at the center of every interaction. Instead of treating each contact as a separate case, it builds a single lifelong conversation history for each customer across every channel. Brands dealing with rising support costs and falling customer loyalty get a tool that resolves issues faster while making each interaction feel personal.
The platform pairs an AI agent with a human agent workspace, so automated responses and live support share the same context. That shared history is what makes the customer service AI useful at scale. Agents never start cold, and customers never repeat themselves.
Gladly Video
Features & Benefits
- AI Agent (Sidekick): Deploy a configurable customer service AI persona that answers questions from your knowledge base and takes real actions like canceling orders, processing returns, and generating discount codes directly inside the conversation, across chat, email, voice, SMS, and social.
- Shopping Assistant: Help customers browse products, complete purchases, and resolve order issues without agent involvement, using live store data to answer questions and recommend items that drive revenue.
- Voice AI: Bring personalization and efficiency to phone-based support by handling conversations autonomously, reducing call handling time without sacrificing the quality of each interaction.
- Conversation Timeline: Unify every chat, email, SMS, voice, and social interaction into one continuous thread per customer, so agents always have full context without digging through separate systems.
- Customer Profile: Surface a complete, lifelong view of each customer’s preferences, purchase history, and prior interactions the moment a conversation begins, enabling personalized responses from the first message.
- Team Assist: Give support agents an AI-powered copilot that provides real-time guidance during live conversations, helping reps resolve issues faster and more accurately.
- Gladly Team Agent Workspace: Give support reps a chronological view of a customer’s entire history in one dashboard, so they can deepen customer relationships without cross-referencing other systems.
- Smart Routing: Connect incoming contacts to the agent best suited to handle them based on customer history, issue type, or team expertise, reducing unnecessary transfers.
- Human-AI Handoff: Route conversations automatically between the AI agent and live agents based on complexity, so every interaction reaches the right resolution without manual triage.
- Insights and Reporting: Monitor real-time analytics across teams, channels, and conversations to identify performance gaps and make informed decisions about CX operations.
- Helpdesk Integrations: Connect to existing helpdesk platforms so teams can extend their current CX setup with AI capabilities without rebuilding their support stack.
- No-Code Configuration: Tailor, launch, manage, and improve AI agent behavior and conversation flows with minimal IT involvement, reducing the technical lift for CX teams.
What can Gladly do?
- Automate customer service conversations across multiple channels
- Handle order cancellations and refunds through AI chat
- Recommend products during customer support interactions
- Maintain full conversation history across chat, email, and SMS
- Transfer customers from AI to live agents based on conversation complexity
- Resolve return and refund requests without human intervention
- Look up order status in real time during a support conversation
- Build automated response sequences for common customer issues
- Give support agents a unified view of customer history
- Personalize service interactions using purchase history and preferences
Real-World Applications
A mid-size e-commerce brand running a lean support team can use Gladly’s customer service AI to handle the bulk of incoming contacts automatically. The Sidekick AI resolves order status questions, kicks off returns, and generates discount codes without a human ever stepping in. That frees agents to focus on the cases that actually need judgment.
Consider a customer who contacts support over email, then follows up via SMS a week later. Because Gladly carries the full conversation history across both channels, the agent who picks up that SMS sees the entire prior exchange. No context is lost, and the customer does not need to explain the situation again.
Retail brands with Shopify or BigCommerce stores get something more than deflection. The AI shopping assistant can answer product questions and make item recommendations mid-conversation, turning a support interaction into a potential sale. Customer service AI that drives revenue, not just ticket closure, changes how support teams justify their budget.
Customer experience managers overseeing large agent teams benefit from the Gladly Team workspace. Agents get a single chronological view of each customer’s history, preferences, and prior purchases. That visibility cuts handle time and reduces the back-and-forth that frustrates both sides of a support conversation.
