Gladly features: one AI for shopping, service, and every channel

Gladly is a customer experience platform built for retail and ecommerce brands. Its core idea is simple: one AI that knows each customer, across every channel and every stage of the relationship, from the first product question to the tenth reorder.

That AI works in two ways. Gladly Agentic Commerce helps shoppers find, choose, and buy products. Gladly Agentic Service resolves support conversations end to end. Together, they make up Gladly Conversational AI, and both run on the same lifelong customer record your team works from in Gladly Team. Gladly AI is trained on more than 450 million conversations across 100+ retail brands.

Here's a feature-by-feature look at what Gladly does and the results brands are seeing.

Customer timeline and profile: context that never resets

Most support tools are built around tickets. Gladly is built around people. Every interaction a customer has with your brand, whether it's a call, a chat, an email, or an Instagram DM, lands on one continuous conversation timeline that never resets.

Next to that timeline, the Customer Profile brings together order history, preferences, and live journey context like what the shopper is browsing and what's in their cart. Gladly AI and your human agents see the same record, so nobody starts from zero and customers never have to repeat themselves. That's what Gladly means by lifelong customer context.

Context pays off in speed and satisfaction. Rothy's lean team shrank conversation times by 33% while holding a 93% CSAT score.

Omnichannel support in a single thread

Gladly supports voice, chat, email, SMS, and social messaging in one place. When a customer starts in chat and follows up by phone two days later, it's the same conversation, not a new ticket in a different queue.

Workflows work the same way. Teams build a workflow once and deploy it across every channel, and when something changes, it changes everywhere. If a conversation needs a person, Gladly hands it off with the full timeline and a summary, and it can follow up by SMS when a customer drops off a call or chat.

For human-handled conversations, People Match, Gladly's patent-protected routing technology, connects each customer with the right agent based on who they are and what they need, rather than which inbox they happened to write to.

Gladly Agentic Commerce: AI that helps shoppers buy

Gladly's Shopping Assistant works like your best in-store associate. Shoppers describe what they want in plain language, and Gladly AI recommends products and explains why, drawing on each shopper's sizes, styles, and past purchases. It answers the questions that block a purchase, like fit, sizing, compatibility, and what pairs well, and it can step in when a shopper seems stuck.

Gladly AI can recommend items that pair with what's already in the cart, and it can complete checkout inside the conversation without redirecting the shopper. After the purchase, the same thread handles delivery, exchange, and sizing questions, so the relationship keeps going on your site instead of in a third-party AI tool. Brands see a 2.2x increase in revenue per conversation with agentic commerce.

Ecommerce teams control how it sells, with no engineers needed. They can choose the ideal outcome (faster conversion or larger orders), set the brand voice, tune how assertively it sells and how readily it offers discounts, and switch on behaviors like SMS follow-up when a shopper bounces. See how it works across the full customer journey.

Gladly Agentic Service: AI that resolves, not just deflects

A lot of customer service AI is designed to push people away. Gladly AI is designed to finish the job. Through Gladly's App Platform, it connects to your systems of record and takes real actions, like checking order status, processing returns and refunds, updating orders, or managing subscriptions.

It handles multi-step requests in a single turn, like checking an order and starting a return at once. It recovers when a lookup comes back empty, and it follows the customer when the topic changes mid-conversation. And it does all of this in your brand's voice, within your policies.

Voice AI

Phone is where customers bring their most urgent problems, so Gladly's Voice AI is built for speed. It responds in under a second, even at peak volume, and it handles interruptions, changed minds, and background noise naturally. Customer history, likely intent, and relevant policies are loaded before the call is answered. When a caller needs a person, the agent gets the full timeline and live context.

Gladly Voice has handled more than 14 million phone conversations. Birdies sees an 88% first-call resolution rate, and KÜHL service agents generate more than 120% more revenue per call.

Email, chat, SMS, and social

The same AI and the same workflows run across digital channels. On email, that means personalized replies that take action and clear backlogs instead of adding to them. On chat, SMS, and social, it means instant answers that carry the full customer context.

Team Assist: AI support for human agents

Some conversations need a person. Team Assist makes those conversations faster and better by giving agents the same context and knowledge Gladly AI has.

Early results: 64% of team members replied faster after their first session, 54% of suggested drafts were used verbatim or lightly edited, and 97% of questions got a meaningful answer.

Testing, monitoring, and control

CX teams set up Gladly AI with Guides: plain-language instructions that work like onboarding a new teammate. Guides define workflows, set guardrails, and spell out exactly what Gladly AI can do on its own and when it should hand off to a person. No code or engineering tickets required, and changes take minutes.

Once Gladly AI is live, Journeys surfaces patterns from real conversations, including common handoff reasons and gaps in your knowledge, so teams know what to improve next. Gladly also works in the open: teams can see every tool call, guardrail check, and decision, and understand exactly why the AI took each action. Every AI conversation is available for review, and Gladly's insights and reporting tracks performance over time.

All of it runs on enterprise-grade security.

Gladly AI for helpdesks like Zendesk and Gorgias

Not every brand is ready to switch platforms. Gladly AI for helpdesks works alongside your existing helpdesk, including Zendesk and Gorgias. It resolves conversations before they reach your queue and hands off anything that needs a person with full context. It uses the same no-code Guides and the same App Platform integrations.

Brands comparing Gladly vs. Zendesk often find the bigger difference isn't one feature. It's the model. Ticketing systems organize work around cases. Gladly organizes everything around the customer, which is what makes personal service possible at scale.

Results brands see with Gladly

Explore more Gladly customer stories, or see Gladly AI for yourself.