Gorgias

What is Gorgias AI

Gorgias AI is a conversational AI platform built for ecommerce teams, unifying a helpdesk with an AI Agent, live chat, dynamic FAQ, and revenue-focused automations. It centralizes conversations from email, chat, and social channels, understands intent with natural language processing, and resolves repetitive questions automatically. When needed, it escalates to human agents with full order context and macros via deep ecommerce integrations. By pairing support automation with pre-sales workflows, Gorgias AI helps brands reduce response times, increase conversions, and scale customer service efficiently—trusted by over 15,000 brands.

Gorgias AI Main Features

• AI Agent and self-service: Automates common questions with intent detection, policy-aware replies, and guided flows, escalating to humans when necessary.
• Unified helpdesk inbox: Consolidates email, live chat, and social DMs/comments with customer and order context pulled from storefront platforms.
• Ecommerce-native integrations: Connects with Shopify, BigCommerce, Magento, and popular apps for payments, shipping, subscriptions, loyalty, and reviews.
• Live chat and proactive messaging: Engage shoppers on product pages, promote offers, and recover hesitant buyers to drive incremental sales.
• Dynamic FAQ and knowledge base: Centralized content with AI-powered search to deflect repetitive tickets.
• Rules, macros, and SLAs: Automate routing, tagging, and priority handling to shrink first response and resolution times.
• Revenue and pre-sales workflows: Surface product details, stock, and order edits to convert support conversations into sales.
• Collaboration tools: Assignments, collision detection, internal notes, and approval paths for smooth team handoffs.
• Reporting and analytics: Track CSAT, response times, deflection, resolution rates, and revenue influenced by support.
• Scalable architecture: Designed to handle seasonal spikes and growing ticket volumes without sacrificing service quality.

Who Should Use Gorgias AI

Gorgias AI suits ecommerce brands and DTC retailers that want to automate support while boosting sales. It is ideal for CX leaders consolidating channels into one AI helpdesk, support teams seeking faster resolutions, and growth marketers using chat to convert pre-sales traffic. It also benefits operations teams that need order-aware assistance and scalable workflows during promotions, launches, and peak seasons.

How to Use Gorgias AI

1. Connect your ecommerce platform (e.g., Shopify, BigCommerce, Magento) and key apps for shipping, subscriptions, and reviews.
2. Add channels: install the website chat widget, connect support email, and link social accounts.
3. Import or create your knowledge base and FAQs; map intents and policies for the AI Agent.
4. Configure rules, macros, and SLAs; set escalation paths from AI to human agents.
5. Design self-service flows and proactive chat prompts for pre-sales and post-purchase use cases.
6. Enable analytics dashboards; define KPIs such as CSAT, FRT, resolution rate, and revenue influenced.
7. Run a pilot on limited topics, review AI outcomes, and tune content and automations.
8. Roll out broadly, iterate on training data, and expand automations as volume and use cases grow.

Gorgias AI Industry Use Cases

Fashion and apparel brands deflect sizing, returns, and exchange questions with AI while escalating edge cases to agents. Electronics retailers use pre-sales chat to surface specs and stock status, helping shoppers decide faster. Subscription brands reduce “where is my order” inquiries by automating order tracking and delivery updates. Home and beauty merchants recover revenue with proactive chat prompts and tailored product recommendations.

Gorgias AI Pricing

Gorgias AI offers tiered plans that scale by support volume and feature access, with add-ons available for advanced automation such as the AI Agent and proactive messaging. A free trial is available so teams can evaluate core capabilities before committing. Annual billing options and higher tiers are designed for growing or enterprise-scale stores.

Gorgias AI Pros and Cons

Gorgias AI FAQs

• Does Gorgias AI integrate with Shopify and other platforms?

  Yes. It integrates with major ecommerce platforms such as Shopify, BigCommerce, and Magento, plus a wide ecosystem of apps.

• Can the AI resolve tickets without an agent?

  It can autonomously handle common inquiries and workflows, and will escalate to human agents with full context when needed.

• How does Gorgias AI help increase sales?

  By engaging shoppers via live chat, answering pre-sales questions instantly, recommending products, and simplifying order assistance.

• Is coding required to set it up?

  No. Most configurations use visual rules, templates, and content tools; technical resources can help with advanced customizations.

• Can we migrate from another helpdesk?

  Yes. You can bring over key data such as conversations, contacts, and macros using import tools and integrations.

• How do we measure performance?

  Use built-in reporting to track first response time, resolution rate, deflection, customer satisfaction, and revenue influenced by support.