Let this sink in: AI will be involved in 95%–100% of customer interactions by year’s end. Nearly all customer touchpoints—across voice, chat, and digital channels—will involve AI in some capacity, as well.
Is your support team’s AI strategy on pace with the speed of the industry?
Gladly has been anticipating this moment. And we’ve elevated our own AI approach into something specifically tailored to improve support.
It’s called Customer AI. But what is it?
We’re reinventing customer experience (again) in ways that better serve your customers, better serve your service agents, and rises to this moment in the evolution of AI in CX.
An AI strategy for modern CX
Gladly Customer AI is the strategic core of our cx platform and vision that powers personal, efficient conversations at scale, without compromising on experience or operational impact. It is uniquely positioned to address these demands by balancing automation and empathy, operational efficiency and deep personalization.
With Customer AI, intelligence is built into the entire Gladly platform. It listens with full context, learns from every conversation, and acts with integrity—across every channel. It understands:
Who your customers are
What they need
How your brand uniquely serves them
(And so much more)
Customer AI is a fundamentally different approach to providing great customer experiences. It means designing every workflow, every conversation, every decision, around the customer. Not tickets. Not queues. Not deflection.
The 5 principles of Customer AI
This customer-centric philosophy is embodied in the following key principles:
1. Customers at the center
Unlike other platforms that focus on tickets, Gladly is designed around the customer, not the case. Every interaction — across every channel and touchpoint — is seamlessly connected into a single, lifelong conversation, giving you a complete view of each customer’s journey.
This unified perspective ensures both AI and agents have the context they need at their fingertips to deliver truly personalized experiences.
2. Genuinely intelligent
Customer AI connects exhibits deep customer understanding, allowing it to converse naturally, take meaningful action, and continuously learn—just like your best support agent. We believe that truly useful AI should work intuitively and adapt to your team’s workflows. Here are a few ways it does:
Provides agents full history and context of each customer.
Tailored to the business’s brand voice, policies, and approach to service.
Continuously learns from the support team to get smarter over time.
3. Simply powerful
Named the #1 easiest-to-use platform on G2, Gladly is built to be powerful yet accessible, designed for business users — not just developers.
No-code tools. Real-time insights. Plain-language guides.
It's power without complexity.
You can easily connect Gladly to your existing tech stack to empower both AI and agents to deliver exceptional experiences. And centralized reporting and analytics offer your CX team real-time visibility into AI and agent performance, enabling you to track impact and identify opportunities for optimization.
4. Fluent in every channel
Gladly is natively omnichannel, allowing customers to reach out on their preferred channel — whether it’s voice, chat, SMS, email, or social. All channels are unified in one solution, eliminating fragmented experiences, missing context and removing redundancies.
Customers can switch channels seamlessly without having to repeat themselves or re-enter information. With every interaction centralized, your brand maintains a cohesive experience that strengthens customer trust.
5. Supports self-service and support heroes
Gladly doesn’t replace people. It amplifies them.
Gladly Sidekick, the AI agent powered by Customer AI, can automatically resolve many conversations, take action, and respond directly to customers. When a conversation requires human support, Sidekick seamlessly transfers it to your support heroes with complete context and provides them with AI-powered tools that enable efficient, personalized experiences.
Automated resolution, assistance, handoffs, and routing with Sidekick.
AI tools enable support heroes to summarize conversations, author responses, and translate languages.
Full visibility and control over AI actions and tone.
AI that continuously learns from support teams to improve over time.
Purpose-built AI, relationship building CX
The overwhelming wave of AI in customer experience spaces demands a thoughtful approach. Gladly Customer AI is that approach, designed to elevate CX to meet the challenges of today.
Our 5 core principles ensure that AI serves the customer first, precisely reflects your unique brand and product knowledge, communicates seamlessly across all channels your customers use, and empowers your agents to become true heroes at every stage of the customer journey.
AI is everywhere but it’s not equal across the board. Will your CX strategy simply adopt one of these technologies that makes you compromise? Or will it embrace a truly intelligent and customer-centric revolution?
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Gladly Customer AI: the power of ‘AND’
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The power of And — Gladly's vision for the future of customer experience
Explore Gladly Customer AI: a strategic intelligence layer designed to deliver radically efficient and radically personal service.