Comparing Gladly Sidekick and Yuma AI? Both are AI Agents & Chatbots and E-commerce Support tools in the directory, which is why buyers put them on the same shortlist. Below is a side-by-side look at how they price, what they integrate with, and when each is the better fit, so you can pick on the facts rather than either vendor's own sales page.
| Attribute | Gladly Sidekick | Yuma AI |
|---|---|---|
| Pricing | Paid · ~$180/seat/mo | Per resolution · Custom |
| Founded | 2014 | 2022 |
| Categories | AI Agents & Chatbots E-commerce Support Help Desk & Ticketing | AI Agents & Chatbots E-commerce Support |
| Integrations | Shopify Salesforce Zendesk Twilio Amazon Connect Slack | Shopify Gorgias Zendesk Kustomer Salesforce Recharge |
Gladly organizes support around people instead of tickets, and that one decision changes everything about how it feels. Every customer gets a single lifelong conversation thread that follows them across voice, chat, SMS, email, and social, so they never have to repeat themselves and your agents always see the full story. Sidekick, its AI agent, lives inside that thread, resolving requests using real customer context and taking genuine actions like tracking an order, starting a return, or making a change, then handing off to a human with everything already in view.
A recent standout is Sidekick on Voice, which Gladly bills as the industry's only AI voice agent powered by that lifelong, multichannel history, so a phone conversation picks up right where a chat left off. The company has kept expanding the family with Sidekick Sales for product recommendations, Sidekick Email, and versions that extend the agent onto Zendesk and Salesforce, so teams on other platforms can borrow its brain.
Gladly was founded in 2014 by Joseph Ansanelli and his co-founders, and it has leaned cheerfully into its theme, naming its pricing tiers Hero and Superhero. It is very much an enterprise product, sold largely by quote with seat minimums, and its Sidekick AI is billed per conversation or resolution on top. That positioning fits its customer base of consumer brands that treat support as a loyalty channel, including Crate and Barrel, Ulta Beauty, and Breeze Airways.
The through-line here is emotional as much as it is technical: Gladly wants every interaction to feel like talking to a company that genuinely remembers you and your history. If you sell to consumers who expect a personal, continuous relationship rather than a cold, fresh ticket every single time they reach out, Gladly and its Sidekick agent are built from top to bottom around exactly that promise.
Read the full Gladly Sidekick listing → · See Gladly Sidekick alternatives →
Yuma AI has one of the better origin stories in the category. Founder Guillaume Luccisano, a three-time Y Combinator founder who previously sold Socialcam to Autodesk and co-founded Triplebyte, shipped an experimental GPT-powered support app on the Gorgias app store in November 2022, days before ChatGPT launched. Merchants flooded his inbox overnight, and Yuma became one of the first companies to apply modern generative AI to e-commerce support specifically.
That head start shows in how complete the automation is. Yuma does not draft replies for humans to send; it fully handles the classic retail scenarios, order tracking, address changes, returns, refunds, and subscription management, including taking the actions in Shopify and your help desk. The platform now spans four products, Support AI, Sales AI, Social AI, and Chat AI, covering everything from ticket resolution to social-media DMs and review replies, with brand-voice and safety controls throughout. Case studies claim automation rates up to 89 percent, with customers like Glossier, EvryJewels, and Javvy Coffee.
Commercially Yuma bills on outcomes: brands pay only for tickets the AI fully resolves, with rates quoted to your volume rather than published, a 30-day trial, and onboarding help included. It deploys on top of Gorgias, Zendesk, Kustomer, or Salesforce, so your existing help desk stays.
Yuma is built for high-volume Shopify and e-commerce brands, and that focus is the reason to pick it: the retail scenarios are pre-built and genuinely autonomous rather than generically possible. If most of your queue is order-related and you want the majority of it handled without a human, Yuma belongs on a very short shortlist next to Gorgias's own AI and Zowie.
Read the full Yuma AI listing → · See Yuma AI alternatives →
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