According to a recent LinkedIn post from Gladly, Ulta Beauty is presented as focusing on a customer service model that blends human agents with AI support rather than automating interactions entirely. The post highlights a discussion between Ulta’s Adam Seede and Gladly CEO Joseph Ansanelli on a “hand off and hand back” approach, where AI is used selectively to improve timeliness and consistency while keeping humans central to the experience.
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For investors, this emphasis on human-in-the-loop AI suggests that Gladly is positioning its platform for enterprise customers that prioritize differentiated customer experience over pure cost-cutting. If this model gains traction, it could support higher-value, stickier deployments in retail and beauty, while also underscoring broader industry demand for AI tools that augment, rather than replace, contact-center labor.