A complete guide to Gorgias AI Agent 2.0: What changed in 2025

If you run an e-commerce brand, you’ve probably come across Gorgias. It’s a huge name in the customer support helpdesk space, especially for stores running on Shopify. There’s been a lot of chatter recently about their 2025 updates and the launch of AI Agent 2.0, which they’re positioning as something that does way more than just answer tickets.

But what’s really going on under the hood? This guide will give you the straight scoop on the Gorgias AI Agent 2.0. We'll cover what changed in 2025, what the new features actually mean for your business, and, just as important, where its weak spots are. While a bunch of new sales features sound great on paper, a closer look shows a pretty rigid system that might not be the right fit for everyone, particularly when compared to more flexible AI solutions.

An overview of Gorgias AI Agent 2.0

Gorgias AI Agent 2.0 is the next evolution of their automation tool, and it really shows a big pivot in their strategy. Instead of just focusing on deflecting common support questions like "Where's my order?", the new agent is built to be a money-maker. The goal is to shift your support chat from a cost center to a sales channel that actively brings in revenue.

The main difference is the new Shopping Assistant, proactive chat, and smarter, intent-based discounts. The idea is to engage customers before they even have a problem, guide them to products they’ll love, and give them a little nudge to complete their purchase.

Like a lot of AI agents out there, it learns from your brand’s knowledge, things like your help center, product catalog, and internal guides, so its responses sound like they’re coming from your team. But make no mistake, its main job has shifted from solving problems to making sales.

A screenshot of the Gorgias conversational AI assistant automatically handling a customer query about their order status, showcasing the platform's e-commerce capabilities.

Gorgias AI Agent 2.0: What's new in 2025

The 2025 updates from Gorgias are all about nailing the pre-purchase customer journey. The AI is no longer just sitting back and waiting for questions. It’s now an active player in the sales process, with new tricks up its sleeve to turn casual browsers into happy customers. Let’s break down exactly what’s new.

Proactive engagement and the new shopping assistant

One of the biggest changes is that the AI agent doesn't just wait for a customer to ask for help. It now jumps into the conversation at key moments, like when someone lands on your homepage, browses a specific product, or starts typing in the search bar. This is all meant to lower your bounce rate by offering help before a potential customer gets frustrated and clicks away.

This is all handled by the new "Shopping Assistant" feature. Think of it as a virtual sales associate who’s always on the clock, ready to help visitors out. It can ask clarifying questions to figure out what a shopper is looking for and then help them find it in your product catalog, all within the chat widget. It's a clear push to make the support tool feel more like a personal shopping experience.

Hyper-personalized product recommendations

To make that Shopping Assistant actually helpful, Gorgias AI Agent 2.0 goes deep on personalization. The AI looks at what a customer is doing in real-time, like which pages they've clicked on, what's already in their cart, and what they’ve bought before, to offer product suggestions that actually make sense.

So, it isn't just spitting out your best-sellers to everyone. It's built to understand the context, suggesting items that complement what the shopper is looking at, product bundles, or even relevant upsells. These recommendations show up as "product cards" right in the chat, so a customer can add an item to their cart with a single click without ever leaving the page. This kind of real-time personalization is quickly becoming table stakes in e-commerce, and it's a huge part of the 2.0 update.

A screenshot showing the deep Shopify integration within Gorgias, where customer data and order history are used for personalization.

Intent-based discounting and sales focus

The last piece of the sales puzzle is a much smarter way to handle discounts. Let's be honest, we've all been trained to hang around on a site waiting for that 10% off pop-up. But giving discounts to people who were going to buy anyway just eats away at your profits.

Gorgias's AI now uses what they call "intent-based discounting." It reads the conversation and watches the shopper's behavior to figure out if a discount is really needed to make the sale happen. If someone seems interested but a little hesitant, the AI can offer a timely coupon to seal the deal. But if they're already confidently heading to checkout, it keeps the discount in its pocket. This feature really drives home the platform's new direction: everything in AI Agent 2.0 is designed to increase conversions and average order value.

Key limitations of Gorgias AI Agent 2.0

While the new sales-focused features are impressive, they do come with some strings attached. The Gorgias AI Agent is a closed system, and for businesses that need to stay nimble and scale, this can create some serious problems. Here’s where the platform doesn't quite measure up.

A closed ecosystem that limits flexibility

The biggest issue is a simple one: Gorgias's AI only works with the Gorgias helpdesk. If you want to use their shiny new AI, you have to commit to their entire platform. There’s no way to plug their AI into a helpdesk you already use and like, such as Zendesk or Freshdesk. This "all or nothing" approach forces you to migrate your whole support system, retrain your team, and ditch the workflows you've spent time perfecting.

This is a totally different philosophy from a more modern tool like eesel AI. Instead of forcing you into a new helpdesk, eesel AI acts as an intelligent layer that plugs right into your existing setup. With a one-click Gorgias integration (or any other helpdesk), you can add powerful, customizable AI to your current system in minutes, not months. You get all the benefits of next-gen AI without having to tear down and rebuild your tech stack.

A lack of granular control and robust testing

Gorgias lets you tell the AI which general topics to avoid, but it doesn't give you much fine-grained control over which specific types of tickets get automated. This can make it a little nerve-wracking to roll out automation, because you can't be totally sure how the AI will handle more complex or sensitive customer questions.

This is where the total control offered by eesel AI really shines. With its workflow engine, you can set up precise rules to automate only the tickets you're 100% comfortable with, like simple Tier 1 questions, and send everything else to a human agent. Better yet, eesel AI has a powerful simulation mode that lets you test your AI on thousands of your past tickets. You can see exactly how it would have answered, giving you a clear picture of its performance and resolution rate before it ever talks to a live customer.

A screenshot of eesel AI's simulation mode, which allows for robust testing on historical tickets, a feature that contrasts with the limitations of Gorgias's system.

A focus on e-commerce leaves other knowledge sources behind

The Gorgias AI is trained mostly on e-commerce data sources like your Shopify product catalog and your public help articles. That’s great, but most companies have important information tucked away in all sorts of other places, like internal wikis in Confluence, policy docs in Google Docs, or just tribal knowledge buried in old support tickets.

Gorgias's AI can't really get to all that scattered information, which means its answers can sometimes be incomplete or shallow. On the other hand, eesel AI is built to connect to all your knowledge sources right away. It can learn from your past ticket history to match your brand voice, connect to all your internal docs, and even suggest new knowledge base articles based on successful ticket resolutions. This makes sure your AI is always working with the most complete and current information available.

A view of the eesel AI interface, showing how it can connect to various knowledge sources beyond just e-commerce data, unlike Gorgias.

Gorgias AI Agent 2.0: Pricing explained

Let's talk about the price tag, because Gorgias's model isn't as simple as a flat monthly fee. The platform uses a ticket-based system, which means your costs can be unpredictable and jump around, especially during your busy seasons.

Each plan gives you a certain number of "billable tickets" per month. If you go over that limit, you start paying extra. Here’s a look at their standard plans:

Plan	Monthly Price (Billed Monthly)	Included Tickets
Starter	$10	50
Basic	$60	300
Pro	$360	2,000
Advanced	$900	5,000

Here’s the real kicker: the AI features cost extra, and it’s a double charge. When the AI Agent fully resolves an issue on its own, it costs you an additional fee (around $1.00 per resolution). On top of that, that same automated resolution also counts as one of your billable helpdesk tickets. A single automated chat ends up hitting your bill twice. This can add up fast and makes it really tough to predict what you'll be spending each month.

This is a world away from eesel AI's pricing. Our plans are transparent and predictable, with no per-resolution fees. You pay a simple flat rate based on the features you need, so you won’t get a surprise bill after a busy month where your automation was working hard. It just makes budgeting a whole lot easier as you grow.

The alternative: An AI layer for your existing tools

The headaches that come with all-in-one platforms like Gorgias are why a different approach is catching on: using a flexible AI layer that just makes your current tools smarter. Instead of getting locked into one company's world, you can bring in a specialized AI solution like eesel AI to work with the helpdesk you already have.

This approach gives you four big wins:

1. Go live in minutes, not months: There's no painful migration. With eesel AI, you connect your helpdesk with a click and have a powerful AI agent ready to go almost immediately.

2. Total control and risk-free testing: Stop guessing how your AI will do. Use eesel AI's simulation mode to test it on your real historical data and use selective automation to roll out new workflows with complete confidence.

3. Unify all your knowledge: Break down those information silos. Connect your helpdesk, internal wikis, Google Docs, and more to give your AI a single, complete source of truth.

4. Predictable pricing that scales with you: Forget about confusing per-resolution fees. eesel AI offers simple, flat-rate plans that keep your costs predictable, even when your ticket volume spikes.

At the end of the day, the AI layer approach gives you the best of both worlds. You get to keep the helpdesk and workflows your team already knows, while adding best-in-class AI to make them even better.

Looking beyond the hype of Gorgias AI Agent 2.0

Look, there's no denying it. When you ask 'Gorgias AI Agent 2.0 what changed in 2025,' the answer is that it has morphed into a serious sales tool for e-commerce brands. The proactive chat and personalized recommendations are genuinely useful features for any store trying to lift its conversion rate.

But once you look past the shiny new features, you'll find some real trade-offs. The platform lock-in, the lack of fine-grained control, and the confusing, unpredictable pricing can cause major problems down the line. While the new features are a solid step forward, they come at the expense of flexibility and control.

For brands that want a more powerful, adaptable, and cost-effective AI solution, the smarter move is an AI layer that improves the tools you already have. This way, you keep what’s working and add the intelligence you need to give your customers a truly great experience.

Ready for an AI agent that gives you total control without forcing you to switch helpdesks? Try eesel AI for free and see how you can be up and running in minutes, not months.