See why brands choose Gladly over Decagon

Decagon AI builds enterprise-grade agents. Gladly is the complete alternative, combining AI and live service in one platform.

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Why Gladly wins

Radically efficient service

Cut handle times, reduce costs, and resolve more conversations

Radically personal experiences

Every conversation feels human with full context and history

AI that drives results

Built-in AI with insights to scale efficiency and loyalty

Faster time to value

Launch in weeks, onboard quickly, and see ROI from day one

Trusted by leading brands

"Every conversation now drives efficiency and deepens loyalty. It’s not either/or anymore, it’s both, always."

Mike Beaubrun

Director, Global Head of CX, Condé Nast

Here’s what makes Gladly the smarter choice over Decagon

Explore key advantages of Gladly versus Decagon’s AI-only approach.

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A unified workspace, not separate systems

Decagon adds human support on top of its AI platform. Gladly is built so AI and agents share one environment from day one, with full conversation history and customer context flowing seamlessly between AI and live service.

Chat interface displaying a conversation between Michelle and Julie Chang. It includes contact info, order history, audio waveform, and SMS messages.

Keep every conversation connected

Decagon focuses on AI interactions within its platform. Gladly keeps every customer conversation, AI or human, across all channels in one continuous thread that follows the customer for life.

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Voice, chat, messaging, email, and self-service included

Decagon requires separate integrations for core channels. Gladly includes them all natively, with AI embedded across every touchpoint, delivering one consistent experience no matter how customers reach you.

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Get live in weeks, not months

Decagon’s enterprise agents often need engineering support. Gladly AI is simple to deploy and maintain. Teams can set up, train, and update it using plain language without relying on developers.

Decagon’s AI-first design limits flexibility for service teams. Its platform separates automation from live support, forcing brands to manage two disconnected systems that make collaboration harder and slow down response times.

AI and human systems operate separately

Customer context doesn’t transfer between channels

Setup and maintenance require engineering resources

Gladly is built to unify AI and people in one shared workspace. AI and agents collaborate in real time, using the same customer data and conversation history to deliver faster, more personal resolutions without added complexity.

One shared workspace for AI and agents

Customer context stays connected across all channels

Simple setup managed directly by CX teams

AI that delivers real results

240M+

total conversations

65%

increase in CSAT

$510M+

in costs saved

The Gladly advantage

Feature

Competitors

One conversation across all channels

Customer profiles with history and preferences

AI and self-service built in

Limited

Simple, modern agent workspace

Complex

Onboarding in days, not weeks

Slow

Personalization that scales