Gladly – a leader in customer service innovation – announced a unified Customer Service Platform, powered by advanced AI. Venture capital firm AVP led a $40 million funding round to drive the company’s growth.
This platform is set to transform the industry by replacing outdated ticket-based systems. It will enable retailers and direct-to-consumer brands to offer seamless, personalized support that resolves support issues and drives customer loyalty and revenue.
AVP, known for backing high-growth, technology-driven companies, sees Gladly as a catalyst for change in the customer service industry. With this funding round, Gladly is prepared to help brands deliver exceptional, cost-effective customer experiences and redefine customer service as a strategic, revenue-generating asset.
This platform launch is pivotal as customer experience becomes a crucial differentiator for brands and genAI gains widespread adoption. Even though AI has recently been heralded as a solution for improving customer service efficiency, it has struggled to address two fundamental issues.
1.) Legacy ticket-based systems leave agents without the comprehensive context to deliver personalized support, resulting in fragmented experiences and unresolved issues.
2.) AI solutions bolted onto these outdated platforms may answer more queries but still lack complete customer history, leading to ineffective interactions and increased frustration when transitioning to human agents. And add-on AI solutions can pose risks to brand integrity and operational safety.
Gladly’s AI-based Customer Service Platform addresses these challenges head-on. And by centering every interaction around the customer rather than tickets, Gladly enables AI to provide more accurate human-like responses, while also equipping agents with the context they need to be more effective. And this seamless integration of Gladly’s Gen AI capabilities with its core platform mitigates the risks associated with AI implementations and guarantees a consistently high-quality customer experience, whether driven by AI or human agents.
Gladly’s Customer Service Platform aggregates customer interactions, regardless of channel, into a single lifelong customer record that powers AI and agent-led support, leading to more personalized and efficient service. And Gladly accelerates agent efficiency by automating routine inquiries, allowing agents to focus on high-value customer interactions such as cross-selling and upselling opportunities.
Plus, Gladly also employs rigorous quality control of its AI offering, with features such as the ability to configure AI behavior to specific tone and brand guidelines, and advanced hallucination detection technology that ensures AI-generated content remains factual and relevant. Gladly’s customers see faster resolutions, reduced agent handle times, and realize higher CSAT scores.
KEY QUOTES:
“In today’s challenging retail environment, where customer loyalty is hard-won and easily lost, our AI-powered, unified Customer Service Platform is a game-changer. It not only enhances customer experience but turns support into a strategic asset that drives growth and loyalty.”
-Joseph Ansanelli, CEO of Gladly
“Gladly is solving critical challenges in how customer service is delivered. With its people-centered product philosophy, next-gen AI offerings, and experienced go-to-market leadership, Gladly is poised to transform the multi-billion dollar customer service market.”
-Alex Scherbakovsky, General Partner at AVP
