Gorgias AI agents review 2026: AI-driven support for modern eCommerce
Stevia Putri
Last edited January 16, 2026
If you run an eCommerce brand, you know the drill. You're juggling 24/7 support while trying to guide shoppers to the checkout. It's a lot, which is why many brands are looking at AI for backup. The Gorgias AI agent is one of the go-to tools built specifically for this job.
But is it the right fit for your store? In this review, we'll break down the Gorgias AI agent, what it does well, and how its pricing and features work. By the end, you'll know if it's the right move for your business in 2026.
What are the Gorgias AI agents?
The Gorgias AI agents are customer service bots made for eCommerce brands, especially those in the Shopify world. It basically plays two parts: a "Shopping Assistant" for pre-sale questions and a "Support Agent" for everything after the purchase. It's built to handle common questions, suggest products, and even start a return, all without a human agent needing to jump in.
One thing to note is that the AI agent is a specialized add-on designed to work perfectly with the main Gorgias helpdesk. To get the most out of its features, it's used by brands using the Gorgias helpdesk. This ensures that your automation and your human support stay perfectly synced in one unified platform.
How Gorgias AI agent actually works
To really get what it does, you have to look at how the Gorgias AI agent handles the customer journey from the moment they land on your site to after they’ve made a purchase. Let's break down its main features.
Gorgias AI agent pre-purchase support: The shopping assistant
The Shopping Assistant's main job is to turn window shoppers into actual buyers. When someone lands on your site with a question, the AI is there to chat right away. It can suggest products based on what they're looking for, answer questions about materials or sizing, and even offer discount codes to help seal the deal.
It gets its information from your product catalog, website, and help center articles to make sure its answers are accurate and match your brand's voice. This feature works beautifully when it's tightly connected to a Shopify store, where it can pull real-time inventory and product details to give the most helpful advice.
Gorgias AI agent post-purchase support: The support agent
After a customer buys something, the Support Agent steps in. This is where it handles all the repetitive questions that can eat up your support team's day. Think "Where Is My Order?" (WISMO) questions, inquiries about return policies, or requests to change a shipping address.
Its "Actions" feature is pretty handy, letting the AI do more than just answer questions. It can connect to your other apps to get things done, like starting a return in your Shopify admin or updating a customer's subscription. It can even look at images, which is a huge help when customers send photos of damaged items or wrong orders. This means it can often close a ticket completely on its own.
Gorgias AI agent training and customization
To get the AI started, you just connect it to your knowledge sources. Point it to your website, help center, and Shopify store, and it begins to learn. From there, you can tweak how it behaves using a feature called "Guidance." This is where you write simple instructions to tell the AI exactly how you want it to handle certain scenarios. For instance, you could create Guidance that explains your policy for VIP customers or the steps for an international return.
You can also set its personality by picking a tone of voice. Whether you want it to sound friendly and casual or more formal, you can set a default tone so every chat feels consistent with your brand.
Gorgias AI agent analytics and optimization
You’re not flying blind once the AI is live. Gorgias gives you a dashboard to track things like your automation rate, how quickly issues are solved, and even how much revenue the Shopping Assistant helps bring in.
There's also a feedback system built in. Your human agents can look over conversations the AI handled and "coach" it by giving its responses a thumbs up or down. This helps the AI learn over time, making it more accurate and able to handle a wider variety of questions.
Gorgias AI agent pricing explained
Gorgias provides a comprehensive pricing model for its AI agent. It is designed as a layered system that combines the power of their helpdesk with the advanced capabilities of the AI agent.
First, you select a Gorgias helpdesk plan. These plans (Basic, Pro, or Advanced) are based on the volume of "billable tickets" you handle each month. A billable ticket represents the value of a professional response from a person, a rule, or the AI.
On top of that, the AI agent is available as an add-on. This is priced per "automated resolution" and costs about $1.00 for each one if you're on a monthly plan.
In this model, every automated resolution from the AI also counts as a billable ticket within your main helpdesk plan. This structure ensures that all your customer interactions are tracked under one consistent system, allowing you to scale your automation as your store grows.
| Plan Tier (Monthly) | Base Helpdesk Cost | Included Tickets | AI Agent Resolution Cost | Example Cost (Pro Plan + 600 Resolutions) |
|---|---|---|---|---|
| Basic | $60/mo | 300 | $1.00 | $60 + (600 * $1.00) = $660/mo (plus ticket overages) |
| Pro | $360/mo | 2,000 | $1.00 | $360 + (600 * $1.00) = $960/mo |
| Advanced | $900/mo | 5,000 | $1.00 | $900 + (600 * $1.00) = $1,500/mo |
Important considerations for the Gorgias AI agent
When choosing a solution, it's helpful to understand the key features and considerations of the Gorgias AI agent. While it's a powerful tool, it's designed with specific use cases in mind.
Gorgias AI agent platform synergy: It works within the Gorgias helpdesk
The Gorgias AI agent is built to thrive within its own ecosystem. This means it is exclusively available for teams using the Gorgias helpdesk. For teams looking for a unified, all-in-one experience, this synergy is a major benefit, as it keeps all support operations under one roof.
For businesses that want to add AI capabilities while maintaining their current helpdesk, an AI layer can be a great addition. For example, eesel AI plugs into various helpdesks (including Gorgias), allowing you to enhance your current setup with specialized automation.
The Gorgias AI agent's Shopify optimization: Built specifically for Shopify stores
The Gorgias AI agent is best-in-class for Shopify users. The deep connections that let the AI do things like edit orders or check inventory are what make it so effective for this specific platform. This focus ensures that Shopify brands get a tool that is perfectly tuned to their needs.
For those using other platforms or needing to pull data from a wider variety of sources, tools like eesel AI can offer additional flexibility. It can learn from internal wikis in Confluence, documents in Google Docs, and more, serving as a versatile companion to your existing tools.
The Gorgias AI agent's pricing scales with your success
As your brand grows, Gorgias's tiered pricing model reflects the increased volume of successful automations. By billing for both the helpdesk ticket and the AI resolution, Gorgias provides a unified tracking system for all your support activities. This allows you to see the full impact of your automation strategy as it grows alongside your business.
This is one approach to support pricing. eesel AI offers another option, basing its pricing on AI interactions. This provides a different way to manage and predict costs as your ticket volume changes over time.
A flexible Gorgias AI agent alternative: How eesel AI offers a complementary approach
While the Gorgias AI agent is an excellent tool for brands in its ecosystem, eesel AI offers a flexible and complementary option that works for a wide range of businesses. Instead of requiring a helpdesk switch, eesel AI acts as a smart layer that adds advanced automation to the workflow you already have.
Here’s a quick comparison of how they work together.
| Feature | Gorgias AI Agent | eesel AI |
|---|---|---|
| Helpdesk Integration | Optimized for Gorgias Helpdesk | Plugs into your current helpdesk (Zendesk, Freshdesk, and others) |
| Knowledge Sources | Shopify, Help Center, Website | Past Tickets, Confluence, Google Docs, Notion, & 100+ more |
| Use Cases | eCommerce support focus | Customer Support, ITSM, Internal Q&A (HR, Finance) |
| Pricing Model | Helpdesk tickets + Per AI resolution | Per AI Interaction (Reply or Action) |
| Pre-launch testing | Manual test environment | Tests on past tickets to predict performance |
Are the Gorgias AI agents right for your brand?
The final takeaway is that the Gorgias AI agent is a mature and highly capable tool. It is a fantastic option if you run on Shopify and want a deeply integrated, all-in-one system. For these users, Gorgias offers a reliable and powerful platform that drives both efficiency and sales.
For businesses that prefer to keep their existing helpdesk or use a variety of knowledge sources, there are excellent complementary solutions. eesel AI is a flexible platform that enhances the tools you're already using, providing an alternative path to high-quality automation.
If you want to see how you can add better automation to your current setup, book a demo of eesel AI. Or you can start a trial, it's totally free.
Explore more Gorgias resources: Gorgias AI, Gorgias alternatives, Gorgias AI pricing, Gorgias competitors, and Gorgias AI chatbot. You can also check out Intercom alternatives for a comparison of customer support platforms.
Frequently asked questions
The AI agent is an add-on priced per automated resolution. This is integrated with your main Gorgias helpdesk subscription, where each AI resolution also counts as a billable ticket to ensure your support data remains consistent across your plan.
The AI agent is a specialized feature designed to work seamlessly within the Gorgias platform. To access its full suite of capabilities, it is best utilized by teams who have made Gorgias their primary helpdesk ecosystem.
The Gorgias AI agent is highly specialized for the Shopify ecosystem. While it provides immense value there, its most advanced features are engineered to leverage the deep integrations unique to Shopify stores.
It performs two primary roles: a pre-sale Shopping Assistant that answers product questions and a post-sale Support Agent that automates responses to common inquiries like order status, returns, and address changes.
Share this post
Article by
Stevia Putri
Stevia Putri is a marketing generalist at eesel AI, where she helps turn powerful AI tools into stories that resonate. She’s driven by curiosity, clarity, and the human side of technology.
