Gladly, the customer experience platform powered by Customer AI, will be featured in an upcoming episode of All Access with Andy Garcia on Public Television. The segment examines why so many AI-driven service experiences leave customers frustrated—and how Gladly is taking a radically different approach.
Recent research shows that 91% of consumers encountered poor digital service in the past year, and 70% would switch brands after a single bad AI interaction. Most companies simply layer AI on top of legacy ticketing systems, resulting in impersonal, robotic exchanges. Gladly, however, designs AI to work alongside human agents rather than replace them, creating a more responsive and personal customer experience.
“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. “Customer AI gives agents and automation the intelligence they need to deliver service that is both radically efficient and radically human.”
The episode will highlight Gladly customer MaryRuth’s, which uses a Gladly-powered AI assistant so finely trained that interactions feel indistinguishable from speaking with a real person. This contrasts sharply with generic chatbots that frequently frustrate customers and escalate issues unnecessarily.
“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.”
By showcasing Gladly on a national platform, All Access with Andy Garcia raises a critical question for businesses: Will customer service continue to be defined by impersonal AI, or can companies embrace approaches that build trust, loyalty, and satisfaction? Gladly’s story shows that with a human-first strategy, AI can enhance—not hinder—the customer experience.
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