#United States #Atlanta #Customer Experience #Gladly #AI Commerce

Gladly's Innovative Agentic Commerce Capabilities

Gladly, a prominent customer experience AI platform, made a significant announcement at its annual event, Gladly Connect Live, held on May 6, 2026. The introduction of new agentic commerce capabilities marks a transformative shift in how brands engage with consumers throughout the entire customer journey. These enhancements are designed to streamline interactions — from the initial discovery phase before a purchase to ongoing post-sale support.

The Rising Demand for AI in Retail

In the first quarter of 2026, traffic to U.S. retail websites fueled by artificial intelligence skyrocketed by 393%. This surge illustrates a growing trend among consumers who increasingly rely on AI tools like ChatGPT and Gemini to inform their purchasing decisions. However, even as AI utilization rises, a decline in global customer experience (CX) scores has been observed annually since 2021. Gladly’s new capabilities are addressing this dual challenge by enhancing the customer journey.

Understanding Customer Needs

Charlie Besecker, the CEO of Gladly, emphasized the importance of understanding the customer beyond just their immediate session. He stated, "A sales AI that only sees the pre-purchase moment knows the session. That's it. Real usefulness requires knowing the customer — not just the moment." This perspective is crucial as consumers value the personalization of their interactions with brands. A memorable interaction hinges not on whether they communicated with a sales AI or a support AI but on whether the brand demonstrated an understanding of their individual needs.

Key Features of Agentic Commerce

Gladly's new agentic commerce functionalities can be categorized into three main areas:

1. Comprehensive Customer Journey Engagement: The new capabilities offer a proactive approach to engaging customers, beginning with pre-purchase interactions and maintaining relevance through post-sale retention strategies. These features are adaptable for various platforms, including brand-owned surfaces and popular AI engines like ChatGPT and Perplexity.

2. AI Performance Loop Enhancements: Gladly is introducing crucial enhancements aimed at refining AI performance. This includes the ability to auto-build AI agents from existing internal documentation and facilitating at-scale testing. Automated monitoring processes and the introduction of an Insights Agent for conversational analytics in plain language will further strengthen brand capabilities.

3. Collaboration between Humans and AI: One noteworthy aspect of the new features is a model that fosters collaboration between human team members and AI systems. AI will facilitate conversations but will involve human agents at critical junctures, such as for approval or making decisions, ensuring a seamless transition and continued engagement.

Commitment to Consumer-Centric Innovations

Gladly's philosophy centers on developing AI tools that enhance customer devotion while simultaneously achieving cost savings for businesses. With an impressive roster of clients that include well-known brands such as Crate & Barrel, Breeze Airways, and Ulta Beauty, Gladly is establishing itself as a leader in the customer-centric AI market.

Conclusion

The unveiling of agentic commerce capabilities at Gladly Connect Live signifies a pivotal advancement in creating a seamless customer experience. As AI continues to shape consumer interactions, Gladly’s commitment to understanding and meeting customer needs will undoubtedly position it as a trusted partner for brands aiming to elevate their engagement strategies. To explore more about these advancements, visit Gladly.