See why brands choose Gladly over Decagon
Decagon AI builds enterprise-grade AI agents, but as a standalone AI platform, it doesn’t replace the need for a complete customer experience solution that unifies automation and live agents in one workspace.
Join these popular brands switching to Gladly
Here’s what makes Gladly the smarter choice over Decagon
Explore key advantages of Gladly versus Decagon’s AI-only approach.
AI and agents working as one
Decagon is an AI-first platform that adds human support on top. Gladly is built as a unified workspace where AI and agents share the same environment from day one—complete conversation history, customer profiles, and context flow seamlessly between automation and live service.
Sidekick and agents work in the same workspace, not separate systems
No handoff friction between AI and humans
Customers experience one consistent platform, not a patchwork of tools
One lifelong conversation
Decagon focuses on AI agent conversations within their platform. Gladly maintains every customer interaction—whether AI or human, across any channel—in one continuous conversation thread that spans the customer's entire relationship with your brand.
No data silos between AI and humans
Full history for both self-service and agent-assisted conversations
Context stays with the customer for life
All channels, built in
Decagon AI usually requires separate integrations for voice, email, and live chat. Gladly includes them natively—with AI embedded across every channel.
Voice, chat, messaging, email, and self-service in one place
No extra contracts or channel fees
A consistent experience no matter how customers reach you
Fast to launch, easy to maintain
Decagon's enterprise AI agents typically require dedicated engineering resources and specialized agent engineers for setup and optimization.
Get live in weeks, not months
No heavy IT lift
Set up yourself using plain language
Make changes instantly without developer hours
Gladly turns customer service cost centers into profit centers
Brands that choose Gladly are able to save costs, increase agent efficiency, and boost NPS—while also driving revenue, retention, and loyalty.
Savings up to
from the start
Increase of
in agent efficiency
Increase of
in first call resolution
"We heard from service heroes that ‘this tool is way easier to use than our previous platform,’ which resonates with just how easy the training and onboarding process was for us and solidified that we made the right move."
Pablo Sanchez
Senior Manager of Customer Experience, PacSun
Why PacSun chose Gladly
PacSun had an omnichannel shopping experience, but its ticketing system couldn’t consolidate multiple contacts from the same customer. Shoppers had to re-explain their issue every time they emailed, called, or chatted.
With Gladly, PacSun’s customer support heroes can now see the full conversation history across channels and respond within seconds—creating a seamless experience for customers and agents alike.
Read the full storyCustomer experience as you’ve never seen it before
Explore all the ways Gladly is better than Decagon AI.
No tickets or cases
Know who your customer is within the first 5 seconds.
A single conversation
See a customer's entire conversation history in a single view, no matter what channel they come from.
The right agent
Match customers with the best-suited agent to accelerate time-to-resolution.
Answers everywhere
Leverage one knowledge base to publish standardized information across all channels.
Actionable insights
Understand team performance across agents, channels, and conversations with historic and real-time insights.
Customer-centric tasks
Keep every interaction tied to the customer under a single communication thread.
See what industry-leading customer service looks like
with Gladly.
