Gladly

What is Gladly?

Gladly is a platform that uses AI and automation to provide personalized customer self-service. It works alongside Gladly Hero, a people-focused platform for customer service agents. Using generative AI, Gladly handles tasks like returns and exchanges — going beyond simple questions to manage transactions in a personal way.

What sets Gladly apart from other AI customer service tools is its focus on engaging with customers rather than deflecting them. It’s built to understand a brand’s specific needs, voice, and content, giving companies control over the customer experience based on their own information and past interactions.

Gladly delivers personalized self-service through Self Service Threads, combining generative AI with no-code automation to create experiences that are both scalable and tailored to each customer.

By automating routine tasks and letting customers handle basic questions themselves, Gladly can improve service efficiency and lead to cost savings over time. Its integration with Gladly Hero creates a unified experience: AI-powered self-service for customers, with human agents available when needed.

Who created Gladly?

Gladly Sidekick was created by Joseph Ansanelli, Michael Wolfe, and Dirk Kessler — the CEO, Chief Product Officer, and Engineer Fellow at Gladly, respectively. Their vision was to combine the best of people and AI for brands focused on their customers, helping those brands build loyalty and offer personal service. Gladly’s goal is to put customers first — before tickets or systems — and to solve problems rather than simply deflect them.

What is Gladly used for?

• Automating everyday and routine customer service tasks
• Handling more customer conversations without growing the support team
• Simplifying common requests like returns and exchanges
• Letting customers resolve basic tasks and questions themselves
• Matching customers with the right service agents in real time
• Reducing agent interactions by lightening the Customer Happiness Team’s workload
• Helping agents write better responses
• Bringing self-service and direct support together

Key takeaways

Gladly stands out for its personalized self-service, AI-driven transaction handling, efficiency gains, tight integration with Gladly Hero, and potential long-term cost savings for businesses.