Gladly Launches Agentic Commerce to Merge Retail Sales and Support

Agentic commerce is AI that handles product discovery, sizing questions, returns and checkout in one continuous conversation. Gladly launched its version on October 5, 2026, built on a single customer record so sales and support share context. Early adopter Balsam Hill reported nearly one in five chat shoppers who viewed a product added it to cart.

Gladly has officially launched agentic commerce, an innovative platform designed to merge customer service and retail sales into a single, continuous AI conversation. Historically, retail sites have relied on fragmented systems where a shopping assistant recommends products and a separate support bot handles post-purchase inquiries, frequently leaving consumers stranded in looping handoffs. By centering its architecture around a unified customer record rather than individual browsing sessions, Gladly’s new offering empowers the same conversational AI to answer sizing questions, process returns, and close sales seamlessly. Early adopters like Balsam Hill have already experienced significant traction, noting that one in five shoppers who engaged with a product in chat added it to their cart during the tool’s initial 30-day rollout.

What is Agentic Commerce?

This launch arrives as artificial intelligence rapidly transforms the digital retail landscape, fueled by massive consumer adoption and staggering performance metrics. According to recent Adobe Analytics data, AI traffic to United States retail sites surged 393% year over year in the first quarter of 2026, converting 42% better and generating 37% more revenue per visit than non-AI traffic. Furthermore, Adobe surveys reveal that nearly 40% of U.S. consumers now shop using AI tools, with an overwhelming majority reporting an improved experience. To accelerate market penetration, Gladly is offering its subscription software with outcome-based pricing rather than seat licenses, backed by a 30-day performance guarantee and a rapid one-week deployment cycle without implementation fees.

The implications for retailers and brands center on eliminating the artificial divide between customer acquisition and customer retention that has long frustrated shoppers. Brands that adopt unified agentic commerce can prevent lost sales by equipping their AI agents with full context, allowing them to bridge product discovery and order history instantly. As consumer expectations shift toward frictionless digital experiences where sales and service operate as one, retailers utilizing disconnected tools risk losing high-intent traffic to competitors capable of delivering a unified journey. Ultimately, platforms like Gladly redefine the retail relationship, enabling brands to build deeper loyalty and higher conversion rates by treating every customer interaction as a continuous conversation.

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