Gladly has raised $40 million in funding led by AXA Venture Partners (AVP) to accelerate the launch of its new AI-powered Customer Service Platform. The platform is designed to transform traditional customer service models by eliminating outdated ticket-based systems and replacing them with a seamless, personalized support experience that drives customer loyalty and revenue growth. Gladly’s solution aims to help brands deliver exceptional, cost-effective customer service, positioning support as a strategic, revenue-generating asset.
Unlike legacy systems, Gladly’s AI-driven platform centers interactions around the customer rather than tickets, providing agents with the full context needed for personalized and effective support. The platform aggregates customer interactions across all channels into a single, lifelong record, enabling AI and agents to deliver more accurate and human-like responses. This innovation allows retailers and direct-to-consumer brands to not only resolve issues faster but also create opportunities for cross-selling and upselling.
Joseph Ansanelli, CEO of Gladly, emphasized the platform’s impact: “In today’s competitive retail environment, our AI-powered platform is a game-changer. It turns customer service into a strategic asset that drives growth and loyalty.”
The funding will enable Gladly to continue its growth and refine its AI capabilities, which include configurable AI behavior aligned with brand guidelines and hallucination detection technology that ensures AI responses remain factual. The platform’s efficiency has already led to faster issue resolution, reduced agent handling times, and higher customer satisfaction scores.
AVP’s General Partner, Alex Scherbakovsky, expressed confidence in Gladly’s potential: “Gladly is solving critical challenges in customer service delivery with its people-centered product philosophy and advanced AI offerings.”
