Gladly × The Black Tux
Gladly x The Black Tux, 68% AI resolution with zero performance dip
68% overall AI resolution rate
Fragmented detective work to unified customer view
Members read free
Unlock the full breakdown
Enter your email to open every case study in the library: the full screenshot, why it works, and the one thing worth stealing. One email unlocks all of them.
Free. No spam. Unsubscribe anytime.
You're in — enjoy the library.
Why it works
The case study earns its efficiency tag through three concrete numbers: 68% AI resolution, 23% tool spend reduction, and a seven-week implementation with no performance dip. The before-state is specific and relatable, agents doing detective work across fragmented systems during emotionally high-stakes moments. There is a genuine coin-flip with New Capability because the unified conversation timeline and smart routing represent things the team genuinely could not do before, but the headline leads with AI resolution and cost reduction, so Efficiency wins on the tie-break rule.
Steal this
The 'I asked everyone to tell me something bad' buyer-evaluation story. It reframes a testimonial as a skeptic's due diligence, making the positive conclusion feel earned rather than planted.
Click to enlarge ↗ This is editorial commentary and curation. The case study, screenshot, and all metrics are Gladly's published work; we link to the source and lead with our analysis.