Gladly, the Customer Experience platform powered by Customer AI, will be featured in an upcoming national segment on Public Television’s All Access with Andy Garcia. Announced on September 29, 2025, the episode explores why 91% of consumers face frustrating digital service experiences and how Gladly’s human-first AI approach—designed to work alongside agents rather than replace them—delivers radically efficient and personal customer interactions, setting a new standard in a $350 billion global customer service market.
Recent research shows that 91% of consumers have encountered frustrating digital service in the past year, and 70% say they would switch brands after a single poor AI interaction. The program highlights how most companies layer AI onto legacy ticket systems, creating impersonal and robotic exchanges. Gladly takes a different approach, designing AI to work alongside agents instead of replacing them, ensuring customers feel recognized and valued rather than reduced to a case number.
“At Gladly, we believe people don’t want to feel like a case number when they reach out to a brand,” said Charlie Besecker, CEO of Gladly. “They want to be recognized and helped quickly in a way that feels personal. Customer AI gives agents and automation the intelligence they need to deliver service that is both radically efficient and radically human.”
The episode will showcase Gladly customer MaryRuth’s, which uses a Gladly-powered AI assistant so well-trained that it feels like speaking with a human. This contrasts sharply with generic chatbots that often frustrate customers, prompting demands for human representatives.
“Our customers reach out expecting the same warmth and reliability they know from our products,” said Jim Rodden, Chief People Officer at MaryRuth’s. “Gladly helps us deliver that consistently—whether the first response comes from AI or a person.”
Gladly’s feature on All Access with Andy Garcia raises a critical question: Will customer service continue to be defined by frustrating AI, or can companies embrace new approaches that build trust and loyalty? Gladly’s human-first model positions it to lead in the $350 billion customer service market, projected to grow to $500 billion by 2030, driven by AI and personalization trends. This aligns with innovations like Sybill’s CRM Autofill for sales automation and TNL Mediagene’s Ad2 AI Agent for advertising, all emphasizing AI that enhances human interaction.
By bringing this issue to a national audience, the program underscores Gladly’s role in redefining customer experiences for brands like Crate & Barrel, Ulta Beauty, and Tumi, fostering loyalty in an era where poor AI interactions risk customer churn.
All Access with Andy Garcia is a Public Television program dedicated to showcasing the stories behind innovative companies and their contributions to society. Hosted by acclaimed actor Andy Garcia, the program provides insightful and engaging content designed to inform and inspire. Learn more at www.allaccessptv.com.
Uniquely powered by Customer AI, Gladly is the only Customer Experience platform that puts the customer—not tickets—at the center of every conversation. Trusted by customer-centric brands like Crate & Barrel, Ulta Beauty, and Tumi, Gladly helps companies deliver experiences that are both radically efficient and radically personal. Learn more at www.gladly.ai.
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