Gladly

Gladly is a customer service AI platform for brands that want to resolve customer issues quickly while building long-term relationships. Instead of just deflecting customers with chatbots, Gladly aims to handle common questions automatically—the company reports a 76% full-resolution rate—and smoothly pass more complex problems to human agents. It works across voice, chat, SMS, email, and social channels, carrying conversation history from one channel to the next so customers don't have to repeat themselves.

What sets Gladly apart is its focus on treating customers as people, not problems. The AI can be taught using plain English 'Guides' that define your brand voice, escalation rules, and desired outcomes—no engineering required. It also connects to your product catalog with a single click, so it knows about orders, returns, and inventory. The platform measures success by lifetime value (LTV) rather than just cost savings, with customers reporting a 3x increase in first-30-day resolution rates and a 65% boost in CSAT.

Gladly is best suited for customer service teams at mid-size to large brands, especially in retail, e-commerce, and travel. It also works for growing businesses that want AI without a big technical setup. Common uses include handling returns and exchanges, answering order status questions, and managing conversations across multiple channels without losing context.