Gladly Has Launched New Agentic Commerce Platform
The company introduced an AI-powered engine that integrates sales and customer service into one unified experience.
Updated on Oct. 5, 2026 in Retail
Live Poll
Do you trust that integrated AI agents make your online shopping experience more helpful?
Gladly has launched its new agentic commerce platform, which combines conversational AI sales and service functions into a single engine. This technology utilizes a centralized customer record to streamline both the shopping and support experiences.
Why it matters
Retailers have historically relied on separate, fragmented AI agents for sales and service, often resulting in disjointed customer interactions. By unifying these roles, the new platform seeks to create a more cohesive and efficient journey for shoppers.
The new platform uses one conversational AI engine to manage all interactions across sales and service. It maintains a single customer record for the entire shopping and support lifecycle.
The players
Gladly
Gladly is a software company that provides customer service and support platforms designed to personalize the customer experience.
The details
The platform is designed to bridge the gap between transactional commerce and support by embedding service capabilities directly into the sales engine. This allows the AI to provide a personalized experience based on data drawn from a shared customer profile.
Timeline
October 5, 2026: Gladly officially launched its agentic commerce platform.
Market Landscape
This development follows the industry trend toward consolidating disparate AI tools into single, multi-functional engines. It positions Gladly to compete against established retail software providers by simplifying the tech stack required for omnichannel commerce.
Customers can expect more consistent service as AI agents will have access to a complete history of their past purchases and support interactions. This integration aims to reduce the need for shoppers to repeat information when switching between shopping and support.
The takeaway
Companies that unify their sales and support data are increasingly able to provide seamless experiences that reduce customer friction. Integrating these departments into one AI interface represents a shift toward more intelligent, context-aware digital shopping.
Further reading
Learn more about the latest innovations in Retail.
Live Poll
Do you trust that integrated AI agents make your online shopping experience more helpful?
