Gorgias AI Agent

Gorgias AI Agent is an AI-driven virtual support representative embedded in the Gorgias ecommerce helpdesk. It blends natural-language processing, retrieval-augmented generation, and supervised fine-tuning to understand tickets, craft brand-aligned replies, and decide whether to resolve, request data, or escalate. Trained on a store’s macros, historical conversations, product catalog, and policies, the agent answers routine questions—shipping status, returns, sizing—across email, live chat, social media, and SMS. Continuous human-in-the-loop feedback lets teams approve or edit responses, improving precision and tone over time. Companies deploy the agent to cut first-response time, raise one-touch resolution, and free human agents for complex, revenue-focused interactions. Analytics dashboards expose deflection rates and knowledge gaps, enabling iterative knowledge-base refinement while preserving customer satisfaction at scale.