How Gladly answers and actions that transform customer service

AI that knows your customers and gets things done

Gladly is the AI engine that powers intelligent customer service, expanding how businesses support customers and deliver better commerce experiences. It uses rich customer history to provide instant, personalized resolutions across multiple channels.

Let's explore how Gladly elevates customer experience and improves satisfaction through two core capabilities: answers and actions.

How Gladly improves customer experience

Gladly engages customers through advanced machine learning, rules-based automation, and natural language processing. By delivering instant AI-powered support across multiple channels, Gladly:

• Provides accurate, personalized resolutions

• Eliminates wait times

• Empowers human agents to focus on complex interactions

• Increases customer satisfaction

These capabilities work together to resolve customer needs automatically while maintaining your brand voice and accessing the complete customer context.

Gladly has answers

Gladly resolves your most common customer questions by pulling information from your company's public knowledge base. It generates on-brand responses in a conversational tone that feels natural to customers, ensuring consistency with your approved messaging.

Example scenario

• Customer question: "What is the return policy?"

• Gladly:

  • Analyzes if an agent should answer or not

  • Pulls a response from the knowledge base

  • Checks the response for accuracy and tone

  • Sends the response to the customer

• Delivered response: "Hi Samantha, we typically accept unopened items up to 15 days after they've been delivered."

Companies using Gladly see significant improvements. KÜHL achieved a 59% resolution rate with AI handling common questions, while Rothy's reduced average conversation time by 34%.

Gladly takes action

Gladly integrates with third-party apps your company uses for cancelling orders, updating subscriptions, processing refunds, or modifying reservations. It resolves customer issues automatically, all without human intervention.

Example scenario

• Customer question: "Where's my order?"

• Gladly:

  • Retrieves order status details across third-party systems

  • Asks clarifying questions as needed

  • Pulls answer from customer history and company knowledge base

  • Sends an accurate response based on individual needs

• Delivered response: "Hi Brent, your order is with the delivery provider and is on track for a Wednesday arrival. Your full order details are here:"

Breeze Airways now handles 71% of conversations with AI assistance, freeing agents to focus on complex customer needs that require human expertise.

Meet your company's AI advantage

Gladly answers and actions know what to say and what to do to resolve customer needs. Currently available on chat, SMS, and voice (with email launching soon), these capabilities help your whole organization improve customer satisfaction, streamline operations, and drive revenue growth.

Gladly connects directly to your business systems to handle everything from order tracking to returns processing, while being smart enough to bring in human experts at exactly the right moment. It's like giving every customer their own personal concierge, without added strain on your agents.

Explore how Gladly's platform delivers radically efficient and radically personal customer service, or read customer stories from brands transforming their service operations.

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