Gladly vs Ultimate.ai
A side-by-side comparison of capabilities, autonomy, integrations, and pricing to help you choose.
Short answer: choose Gladly if you want customer service platform with sidekick ai agents for chat and voice (Supervised agent, enterprise); choose Ultimate.ai if you want multilingual customer support automation, now zendesk's advanced ai agents (Supervised agent, enterprise).
| Gladly | Ultimate.ai | |
|---|---|---|
| What it is | Customer service platform with Sidekick AI agents for chat and voice | Multilingual customer support automation, now Zendesk's Advanced AI agents |
| Type | product-with-agents | product-with-agents |
| Autonomy | Supervised agent | Supervised agent |
| Pricing | enterprise | enterprise |
| Best for | mid-market, enterprise | mid-market, enterprise |
| Deployment | saas, api | saas, api |
| Modalities | text, voice, email | text, email |
| Models | model-agnostic | proprietary, gpt |
| Protocols | rest-api, function-calling | rest-api, function-calling |
| Integrations | Shopify, Klaviyo, Attentive, Yotpo, Salesforce, Zendesk | Zendesk, Salesforce, Freshdesk, Intercom, Google Drive |
| Capabilities | 4 documented | 4 documented |
Gladly
- +Genuinely omnichannel: one AI persona across chat, email, SMS, social, and voice with continuous context
- +Takes real actions via native two-way Shopify integration, not just deflection
- +No-code authoring for the Sidekick agent
- -Opaque, reportedly premium pricing with seat minimums and a contact-sales path
- -Model stack is not publicly disclosed
Ultimate.ai
- +Strong multilingual automation (80+ languages) via purpose-built language-agnostic models
- +Hybrid scripted, generative, and human-handoff flows with no-code dialogue and integration builders
- +Now backed by Zendesk's resolution platform and ecosystem
- -No longer purchasable standalone; locked into Zendesk's ecosystem and repackaging roadmap
- -Usage and per-resolution pricing inside Zendesk can get expensive and unpredictable at scale
Which should you choose?
Gladly is customer service platform with sidekick ai agents for chat and voice, best for mid-market, enterprise. Ultimate.ai is multilingual customer support automation, now zendesk's advanced ai agents, best for mid-market, enterprise. The right choice depends on the autonomy level you want, your existing integrations, and your budget, all compared above.