Exploring AI in Customer Experience with Gladly's Innovative Approach
Leveraging AI with Gladly for Enhanced Customer Experiences
Public television program examines why AI often frustrates customers—and how Gladly is proving it can work differently
In an enlightening upcoming segment of All Access with Andy Garcia, Gladly, a leading Customer Experience platform powered by Customer AI, will be featured prominently. This episode addresses the persistent issue of customer dissatisfaction stemming from AI service experiences. Gladly’s innovative and human-first approach is set to reshape how these interactions are perceived.
The Customer Experience Landscape Today
Recent studies indicate a significant trend where a staggering 91% of consumers have faced challenges with digital services over the last year. Moreover, approximately 70% of these individuals express their willingness to change brands following just one disappointing interaction with AI. Many businesses complicate matters by layering AI onto traditional ticketing systems, often resulting in impersonal and robotic customer service encounters. Gladly disrupts this model by developing AI that collaborates with human agents, fostering an environment of personalized customer service.
The Vision at Gladly
Charlie Besecker, CEO of Gladly, emphasizes the fundamental philosophy of the company: “People don’t want to feel like a case number when they reach out to a brand. They wish to be acknowledged and assisted promptly in a personal manner. Customer AI equips agents and automation with the intelligence necessary to deliver service that is both exceptionally efficient and human-centric.” This belief drives Gladly's technology and enhances the customer experience.
Gladly in Action: Real-World Applications
The episode will further illustrate Gladly's practical applications through the lens of its customer MaryRuth's, a brand recognized for effective customer service utilization via Gladly's AI assistant. This assistant is designed so proficiently that it creates the impression of engaging with a human representative, contrasting sharply with typical chatbots, which too often lead customers to seek human assistance for resolution.
Customer Insights from MaryRuth's
Jim Rodden, Chief People Officer at MaryRuth's, shares, “Our customers expect the same warmth and reliability they associate with our products. Gladly enables us to provide that consistently—regardless of whether the initial interaction comes from AI or a human agent.” This philosophy ensures that customers enjoy a seamless experience throughout their interactions.
Raising Awareness About AI in Customer Service
By featuring these narratives on a national platform, All Access with Andy Garcia provokes critical discussions regarding the future of customer service. Will the landscape continuously be marred by frustrating AI encounters, or can organizations adopt innovative methods that foster customer trust and loyalty? The experiences shared through Gladly illustrate that a transformation in service delivery is indeed achievable.
About All Access with Andy Garcia
All Access with Andy Garcia is a dedicated Public Television program aimed at uncovering the stories of pioneering companies and their societal contributions. Hosted by the esteemed actor Andy Garcia, the program offers insightful and engaging content that seeks to inform and inspire audiences.
About Gladly
Gladly stands out as the only Customer Experience platform uniquely powered by Customer AI, putting the individual customer at the heart of every interaction rather than the conventional ticketing systems. Trusted by globally recognized brands, including Crate & Barrel, Ulta Beauty, and Tumi, Gladly aids companies in delivering interactions that are not just efficient, but also remarkably personal.
Frequently Asked Questions
What is the main focus of Gladly featured on the show?
The program highlights Gladly's unique human-first approach to utilizing AI in customer service, contrasting it with traditional methods.
How has customer frustration with AI been measured?
Research indicates that 91% of consumers report experiencing frustrating AI interactions, with many willing to switch brands after just one negative instance.
What does Gladly aim to achieve with Customer AI?
Gladly's aim is to enhance interactions by equipping agents with AI tools that enable efficient, personalized customer service experiences.
Who is featured as a customer of Gladly?
MaryRuth's is highlighted as a Gladly customer, showcasing effective usage of the Gladly-powered AI assistant.
What distinguishes Gladly from other platforms?
Gladly uniquely centers its service strategy around individual customers rather than conventional ticketing methodologies, enhancing personal engagement.
About The Author
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