New updates have been reported about Gladly.
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Gladly has introduced new agentic commerce capabilities that extend its customer experience AI platform across the entire commerce lifecycle, from pre-purchase discovery to post-sale retention. Announced at its Gladly Connect Live conference in Atlanta, the enhancements are designed to anchor AI interactions to individual customers rather than isolated sessions, addressing rising AI-driven shopping behavior and declining global customer experience scores.
The new capabilities span three core areas: agentic commerce that operates across brand-owned channels and external AI platforms such as ChatGPT, Perplexity, and Gemini; an AI performance loop that can auto-generate AI agents from internal documentation and provide large-scale testing, monitoring, and natural-language analytics; and a collaboration model in which AI leads conversations while selectively bringing in human agents for approvals, exceptions, or judgment calls, then resuming control. Gladly positions these upgrades as a way for brands to capture AI-influenced demand while maintaining cost efficiency and customer loyalty, with CEO Charlie Besecker emphasizing that long-term value comes from systems that know the customer, not just the moment.