Gladly Raises $40M to Redefine AI-Powered Customer Service.

San Francisco-based Gladly, a trailblazer in AI-powered customer service, has secured $40 million in funding, with the round led by AVP, a prominent venture capital firm known for investing in high-growth tech companies.

The funds will fuel Gladly’s expansion, supporting its mission to overhaul traditional customer service systems with AI-driven, personalized support. This shift is poised to help brands strengthen customer loyalty and boost revenue by delivering seamless experiences that align with modern consumer expectations.

Gladly’s AI-powered customer service platform is designed to replace outdated, ticket-based systems, often leading to fragmented interactions and unresolved issues. By centering each conversation around the customer rather than individual tickets, the platform enables retailers and direct-to-consumer brands to offer personalized support across all channels.

This AI-driven approach consolidates every customer interaction into a single, lifelong conversation, creating seamless experiences that foster customer loyalty and drive long-term value.

“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 enhances customer experience and turns support into a strategic asset that drives growth and loyalty,” said Joseph Ansanelli, CEO of Gladly.

The platform has delivered significant results for brands like Nordstrom, Warby Parker, and Crate & Barrel. These companies have reported up to a 470 percent ROI, a 45 percent reduction in customer handle times, and customer satisfaction scores as high as 98 percent. These metrics highlight the potential of AI to revolutionize customer service, transforming it into a key growth engine for businesses.

AI Innovation for Enhanced Agent Efficiency and Customer Satisfaction

While many companies are integrating AI into their customer service operations, Gladly stands out by offering a unified platform where AI seamlessly collaborates with human agents. The platform empowers AI to handle routine inquiries.

At the same time, equipping agents with the comprehensive customer history needed to address more complex issues. This integration allows for faster issue resolution and seamless experiences that enhance customer satisfaction.

Moreover, Gladly’s AI capabilities include advanced features like configurable tone settings and hallucination detection, ensuring that AI responses are accurate and aligned with the brand’s voice. This focus on quality control mitigates the risks associated with AI use, such as misinformation or impersonal responses, and guarantees high-quality customer interactions.

“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,” said Alex Scherbakovsky, General Partner at AVP.

Gladly Fueling the Future of AI-Powered Customer Service

A key differentiator for Gladly’s AI-powered customer service platform is its ability to unify interactions across multiple channels—email, phone, chat, and social media—into one continuous conversation.

This ensures that agents have complete visibility into past interactions no matter how a customer reaches out, allowing them to provide personalized support that resolves issues quickly. As a result, businesses using Gladly can offer seamless experiences that meet and exceed customer expectations.

This platform also automates lower-value tasks, allowing agents to focus on high-impact activities like cross-selling and upselling, further enhancing customer engagement and revenue. By turning customer service into a strategic asset, Gladly helps brands convert support teams into growth drivers, improving customer loyalty and operational efficiency.

Gladly’s $40 million funding round, led by AVP, is a decisive vote of confidence in its AI innovation and potential to disrupt the customer service industry. As AI continues to gain traction across sectors, Gladly’s platform is well-positioned to help brands navigate the challenges of rising customer expectations and operational costs. The company plans to use the funds to further enhance its platform, expand its reach, and continue innovating in AI-powered customer service.

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