llms.txt
# Gladly
> Gladly is an agentic commerce platform for retail and consumer brands. Its AI works across the whole customer journey on the brand's own website and channels: answering product questions, recommending and comparing products, adding items to the cart, and checking shoppers out inside the conversation, then handling returns, exchanges, and support after it. Every conversation is anchored to one lifelong customer record, so the same AI that helps a shopper buy also knows them when they need help later.
Key facts:
- Built for retail, ecommerce, DTC, and omnichannel brands, from Shopify-native brands to enterprise retailers.
- Pre-sale and post-sale run as one conversation on one platform, not a sales bot plus a separate support bot.
- Gladly's AI is trained on more than 450 million retail customer conversations.
- AI and human team members share the same customer context, so handoffs never make the customer start over.
- Gladly works with a brand's existing website, product catalog, order system, and search provider rather than replacing them.
- CX and ecommerce teams control what the AI recommends, how it behaves, and when it brings in a person, without engineering support.
- "Gladly Team" is the name of Gladly's helpdesk product, the workspace where a brand's team members handle conversations with the full customer history in one place. It is not a page about the people who work at Gladly; for the company itself see About Gladly under Company.
- "Team Assist" is Gladly's AI assistance for team members working in that workspace.
## Agentic commerce
- [Agentic commerce platform](https://www.gladly.ai/): Gladly's AI for every customer moment, from the first product question through purchase and post-purchase support, on the brand's own site.
- [What is agentic commerce?](https://www.gladly.ai/glossary/agentic-commerce/): A definition of agentic commerce, how it works, the protocols behind it, how it differs from earlier ecommerce, and where it meets customer service.
- [Agentic commerce is bigger than AI shopping agents](https://www.gladly.ai/blog/agentic-commerce-beyond-shopping-agents/): Gladly's point of view on agentic commerce: commerce and service converging into one continuous, revenue-generating conversation that runs on the brand's own site, not just third-party AI agents that shop on a customer's behalf.
- [Conversational AI for sales](https://www.gladly.ai/conversational-ai-for-sales/): How Gladly takes shoppers from product discovery to purchase and then handles the exchange afterward, all in one conversation instead of two separate bots.
- [Conversational commerce across the full funnel](https://www.gladly.ai/conversational-commerce-platform/): How one conversation covers the whole journey, from pre-purchase questions to closing the sale to returns and loyalty, and why CX tools that only see post-sale miss half the funnel.
- [Lifelong customer context](https://www.gladly.ai/lifelong-customer-context/): Gladly keeps one lifelong record per customer across every channel, so the AI recognizes returning shoppers and personalizes recommendations from their full history, not just the current session.
- [Gladly for Shopify brands](https://www.gladly.ai/shopify/): Guides, integration details, and customer stories for Shopify brands using Gladly.
- [Agentic commerce webinar](https://www.gladly.ai/webinars/agentic-commerce-webinar/): On-demand webinar on how Gladly guides shoppers across every stage of the shopping journey to turn more customer conversations into revenue.
- [Interactive demo](https://www.gladly.ai/gladly-demo/): A self-guided look at Gladly in action.
## Platform
- [Gladly platform overview](https://www.gladly.ai/product/): AI that resolves conversations and a team workspace that remembers every customer, on one platform.
- [Gladly Team (helpdesk)](https://www.gladly.ai/product/cx-team-platform/): Gladly's helpdesk product, the workspace where a brand's team members handle conversations across every channel with the full customer history in one place, working alongside the AI.
- [Retail AI engine and models](https://www.gladly.ai/retail-ai-software-models/): Gladly's AI cluster is trained on 450 million retail conversations and routes each moment to the right model automatically, with full visibility into every decision.
- [Agentic loops](https://www.gladly.ai/agentic-loops/): How Gladly's AI reasons, calls the tools it needs, checks the result, and keeps going until the customer's issue is resolved, instead of following scripted flows.
- [Self-improving, human-in-the-loop AI](https://www.gladly.ai/human-in-the-loop-ai/): Gladly flags where AI performance is slipping and proposes fixes that the team approves in one click, so the AI keeps improving after launch.
- [AI customer service agent](https://www.gladly.ai/product/ai-customer-service-agent/): Gladly's AI agent resolves customer issues across every channel while building long-term customer relationships.
- [AI agent assist for teams](https://www.gladly.ai/ai-agent-assist/): Team Assist. For conversations that reach a person, Gladly reads the customer's history and the knowledge base and drafts a cited reply for the team member to review.
- [AI voice agent](https://www.gladly.ai/ai-voice-agent/): Sub-second voice AI for retail phone support that holds its speed through peak call volume.
- [Channels](https://www.gladly.ai/channels/): Chat, email, SMS, voice, social, and self-service on a single customer record, so every channel is part of one conversation.
- [Integrations](https://www.gladly.ai/integrations/): Apps and integrations that connect Gladly to commerce, order management, and other business systems.
- [A decade of retail context](https://www.gladly.ai/10-years-of-context/): Why AI built on more than ten years of retail customer conversations outperforms general-purpose AI.
- [Why Gladly](https://www.gladly.ai/why-gladly/): Gladly is built around the customer, not the ticket.
## Evaluating Gladly
- [Gladly for every team](https://www.gladly.ai/roles/): What Gladly delivers for ecommerce, CX, finance, IT, and digital leaders.
- [RFP hub](https://www.gladly.ai/rfp-hub/): Answers for enterprise evaluations, covering security and compliance, AI governance, data ownership, integrations, and how AI and people work together.
- [Resolution rate guarantee](https://www.gladly.ai/roi-guaranteed/): How Gladly measures AI resolution (by whether the customer comes back) and the terms of its 30-day guarantee to beat a brand's current resolution rate.
- [Simple AI deployment](https://www.gladly.ai/simple-ai-deployment/): How brands go live on Gladly in weeks without a systems integrator.
- [Enterprise onboarding](https://www.gladly.ai/enterprise-cx-software/): Gladly's enterprise implementation process and timeline from contract to launch.
- [AI ROI calculator](https://www.gladly.ai/cx-tools/cx-roi-calculator/): Estimate the business impact of customer experience AI.
- [Contact sales](https://www.gladly.ai/contact/): Schedule a demo or talk to Gladly's sales team.
## Customer stories
- [All customer stories](https://www.gladly.ai/customers/): How retail and consumer brands use Gladly across shopping and service.
- [Balsam Hill](https://www.gladly.ai/customers/balsam-hill/): How Balsam Hill unified shopping and service in one AI conversation and turned product questions into buying moments.
- [KÜHL](https://www.gladly.ai/customers/kuhl/): How an outdoor apparel brand combined AI and its team to grow revenue from customer conversations.
- [Rothy's](https://www.gladly.ai/customers/rothys/): How a lean team scaled personalized service with AI and turned customer conversations into a revenue driver.
- [The Black Tux](https://www.gladly.ai/customers/the-black-tux/): How The Black Tux scaled service with AI in a seven-week rollout.
- [Ollie](https://www.gladly.ai/customers/ollie/): How a DTC pet food brand reduced churn and improved efficiency with Gladly.
- [Breeze Airways](https://www.gladly.ai/customers/breeze-airways/): How an airline delivered digital-first guest care with Gladly while growing its business.
## Agentic commerce guides
- [What is conversational commerce?](https://www.gladly.ai/blog/ai-driven-conversational-commerce/): A definition of conversational commerce, examples by funnel stage, and how it differs from agentic commerce.
- [Agentic commerce protocols explained](https://www.gladly.ai/blog/making-sense-of-agentic-commerce/): What MCP, ACP, UCP, and A2A each do, how they relate, and how brands should sequence agentic commerce investments.
- [Agentic checkout, explained](https://www.gladly.ai/blog/agentic-checkout-explained/): How AI agents complete purchases and how ACP, UCP, and AP2 handle payment, fraud, and trust.
- [How AI shopping agents change the ecommerce funnel](https://www.gladly.ai/blog/ai-shopping-agents-ecommerce-funnel/): What AI shopping agents mean for product pages, pricing, and reviews, from discovery to checkout.
- [The trust layer for AI shopping agents](https://www.gladly.ai/blog/trust-layer-ai-agents-commerce/): Why brands need continuous customer context, human guardrails, and visibility before AI agents shop for customers.
- [AI agent readiness checklist for ecommerce](https://www.gladly.ai/blog/ai-agent-readiness-checklist-ecommerce/): What ecommerce teams should fix in product data, checkout, and policies before AI agents start shopping.
- [How Shopify brands should evaluate AI CX vendors](https://www.gladly.ai/blog/how-shopify-brands-should-evaluate-ai-cx-vendors/): Five questions for Shopify brands to ask before choosing an AI customer experience platform.
- [Agentic AI in customer service](https://www.gladly.ai/blog/agentic-ai-customer-service/): Why many agentic AI implementations fail and how customer-centric architecture builds loyalty.
- [What is contextual AI?](https://www.gladly.ai/blog/what-is-contextual-ai/): How contextual AI combines customer history with real-time awareness to deliver personal, proactive experiences.
- [Retail trends for CX leaders](https://www.gladly.ai/blog/ai-in-retail-industry/): Trends reshaping retail customer experience, from AI agents to returns and store visits.
## Company
- [About Gladly](https://www.gladly.ai/about-us/): About the company, Gladly's mission and the philosophy of delivering efficiency and personal experiences without trade-offs. For the Gladly Team helpdesk product, see the Platform section.
- [The power of And](https://www.gladly.ai/blog/the-power-of-and/): Gladly's vision for customer experience that is both efficient and personal.
- [The principles behind Gladly AI](https://www.gladly.ai/blog/5-principles-customer-ai/): The five principles that guide how Gladly builds AI around the customer.
- [Become a partner](https://www.gladly.ai/partner/): The Gladly partner program.
- [Careers](https://www.gladly.ai/careers/): Open roles at Gladly.
## Optional
- [Innovation Lab](https://www.gladly.ai/innovation-lab/): Gladly product updates and release notes.
- [Blog](https://www.gladly.ai/blog/): Perspectives and best practices on commerce, customer experience, and AI.
- [Resource center](https://www.gladly.ai/customer-service-reports-guides/): Reports, guides, and webinars for ecommerce and CX leaders.
- [Events and webinars](https://www.gladly.ai/events-and-webinars/): Upcoming Gladly events and on-demand webinars.
- [Gladly Connect Live](https://www.gladly.ai/gladly-connect-live/): Gladly's flagship event for customer experience and commerce leaders.
- [Free CX tools](https://www.gladly.ai/cx-tools/): Free tools for customer experience leaders.
- [How to train your AI](https://www.gladly.ai/blog/how-to-train-your-ai/): How teams manage AI behavior in plain language with Guides and Journeys, without coding.
- [Gladly Academy](https://academy.gladly.com/pages/academy-home): Training and certification for teams that use Gladly.
