Public television program examines why AI often frustrates customers—and how Gladly is proving it can work differently
SAN FRANCISCO, Sept. 29, 2025 /PRNewswire/ — All Access with Andy Garcia will spotlight Gladly, the Customer Experience platform powered by Customer AI, in an upcoming national segment on Public Television. The episode explores why so many AI service experiences leave customers dissatisfied — and how Gladly’s human-first approach is changing the story.
Gladly
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.
“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 also showcase Gladly customer MaryRuth’s, who uses a Gladly-powered AI assistant so well trained that it feels like speaking with a human. This stands in stark contrast to generic chatbots that often drive customers to demand a human representative.
“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 bringing this issue to a national audience, All Access with Andy Garcia raises the question: Will customer service continue to be defined by frustrating AI, or can companies embrace new approaches that build trust and loyalty? Gladly’s story shows it’s possible to achieve the latter.
About All Access with Andy Garcia
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.
About Gladly
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 the world’s most customer-centric brands, including 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.
SOURCE All Access
