A deep dive into the Gorgias AI Agent Shopping Assistant for 2026

If you run an ecommerce store, you know the drill: customers want answers, and they want them now. Waiting even a few minutes for a response can mean a lost sale. It’s a challenge to keep up with, and it’s why tools like the Gorgias AI Agent Shopping Assistant are getting so much attention.

The promise is pretty compelling: an automated sales associate on your site, 24/7, ready to help shoppers and guide them to the checkout. But is it the right move for your brand? Let's explore how it delivers as a powerful tool for your team.

Let's dig in and find out. We'll walk through exactly what it does, how to set it up, what it costs, and how to get the most out of it. By the end, you'll have a much clearer picture of how it fits into your business.

What is the Gorgias AI Agent Shopping Assistant?

So, what exactly is this thing? At its core, the Gorgias AI Agent Shopping Assistant is an AI tool that’s part of the main Gorgias helpdesk platform. It's built from the ground up for online stores, and its main job is to act like a helpful salesperson on your website.

Think of it as a digital sales rep that chats with visitors to guide them toward making a purchase. It’s designed to boost your revenue by making the online shopping experience feel more personal and interactive. It does this by:

• Suggesting products a shopper might actually like.

• Offering timely discounts to prevent abandoned carts.

• Answering common questions about products on the spot.

• Upselling and cross-selling to help increase the average cart size.

It's one piece of the larger AI suite that Gorgias offers, which also includes tools for handling customer support questions after a purchase has been made.

What can the Gorgias AI Agent Shopping Assistant actually do to help sales?

The Shopping Assistant is meant to be more than a simple chatbot that provides FAQ answers. It's designed to be an active participant in the sale. Here’s a look at how it works in practice.

Proactive chat engagement

Instead of just sitting in the corner of your website waiting for a customer to start a chat, the assistant is built to be proactive. It’s smart enough to notice when someone is lingering on a product page, maybe hesitating over a size or color. Instead of just letting them potentially click away, it will pop up with a helpful, relevant message. This can turn a passive browser into an engaged shopper, reducing the chances they'll leave your site. For instance, if someone has been staring at a specific jacket for a minute, they might see a message like, "Finding the right fit? I can help with sizing or suggest similar styles!"

Personalized product recommendations

We’ve all seen generic product recommendations that miss the mark. This tool is designed to be more targeted. The AI looks at what a shopper is doing on your site in real-time, which products they've viewed, what's in their cart, to suggest other items they might genuinely be interested in. It pulls this information directly from your Shopify product catalog, so the recommendations are always based on accurate, in-stock items. This is a great way to help people discover products they might have otherwise missed.

Context-aware upselling and cross-selling

This is where the "sales associate" role really comes into play. Based on what a customer is interested in, the assistant can suggest either a more premium version of that item (an upsell) or a complementary product that goes with it (a cross-sell). This is a classic retail tactic, and the AI aims to make it feel natural. If a customer adds a new tent to their cart, the AI might chime in with, "Great choice for camping! Many people grab one of our all-weather sleeping bags to go with it." The goal is to increase the Average Order Value (AOV) through helpful suggestions.

Dynamic discounts to reduce cart abandonment

This is one of its most efficient features. The assistant can generate and offer unique, single-use discount codes at just the right moment. It's programmed to spot shoppers who seem ready to buy but are hesitating, like someone who has been on the checkout page for a while. As a store owner, you can set a general discount strategy, and the AI will use it to provide that final push a customer needs to click "buy."

Getting the Gorgias AI Agent Shopping Assistant set up and customized

The features are impressive, and setting it up properly ensures it represents your brand well.

Connecting knowledge sources

The assistant learns primarily from two places: your Shopify product catalog and your Gorgias Help Center articles. This means your product descriptions should be clear and detailed, and your help center should be full of useful pre-sales info like sizing charts, material guides, and your return policy.

Gorgias makes it easy to centralize your knowledge within its platform. While you'll want to ensure your help center is updated, this centralization helps keep your AI responses consistent and accurate. If your team keeps product info in other tools like Confluence or Google Docs, you'll want to sync that information into Gorgias to get the most out of the AI.

Defining your brand's selling style and voice

Gorgias gives you control over the AI's personality. You can choose a "selling style" - Educational, Moderate, or Promotional - to decide how your conversations are framed. You also give it general guidelines to help it match your brand's tone of voice. This is an important step for keeping your brand consistent, and Gorgias provides the tools to refine this over time.

Configuring handover rules and excluded topics

You can define when the AI should pass a conversation to a human. This is done by setting up rules based on specific keywords or topics. It’s a helpful way to ensure complex questions always get the personal attention they need, while the AI handles the more straightforward inquiries.

How to tell if the Gorgias AI Agent Shopping Assistant is working: Key considerations

Once it's up and running, you'll want to monitor how it's contributing to your growth. Gorgias provides a dashboard to track this, along with some important points to keep in mind.

Reviewing the analytics dashboard

Gorgias gives you a dedicated dashboard to see how the assistant is performing. The key numbers to keep an eye on are:

• GMV Influenced: This shows you the total revenue from orders that were placed within three days of a customer talking to the AI.

• Conversion Rate: The percentage of AI chats that lead to a sale.

• Average Order Value (AOV): The average size of an order that the AI had a hand in.

• Discount Usage: A simple metric showing how many of the AI-offered discounts were actually used.

Consideration #1: Specialized for the Gorgias ecosystem

The Shopping Assistant is deeply integrated within the Gorgias platform. This ensures a highly cohesive experience where your AI and human agents work in harmony. For teams already using Gorgias, this creates a seamless workflow where all customer data and interactions are unified in one place.

Consideration #2: Optimizing the launch process

While Gorgias is easy to set up, teams often find that live monitoring helps fine-tune the AI's approach. As you launch, you'll have the opportunity to monitor real-time interactions and refine the AI's responses based on live customer feedback.

This is an area where some brands look for complementary tools that work within their ecosystem. eesel AI, for example, offers a powerful simulation mode. You can run it on your historical ticket data to get a solid forecast of how it will perform, helping you tweak its behavior in a safe environment before it interacts with your customers.

Gorgias AI Agent Shopping Assistant pricing

The pricing for the AI Agent is designed to scale with your business success.

First, you'll have a base Gorgias helpdesk plan, which provides a certain number of helpdesk tickets each month. For the AI Agent, there is an additional fee, typically around $0.90 to $1.00, for every conversation the AI handles on its own. Each of those AI resolutions also counts as one billable ticket from your monthly helpdesk allowance.

This model ensures that the AI's cost is directly linked to the volume of sales and support it manages. As your business grows and handles more customer inquiries, the pricing reflects the value provided by the assistant.

For teams looking for different pricing models, platforms like eesel AI offer predictable plans. Their structure is based on features and a large pool of interactions, allowing you to grow your support volume with a consistent monthly cost.

Plan	Monthly Price (Annual)	Helpdesk Tickets Included	AI Resolution Cost
Basic	Starts at ~$104/mo	300	$0.90 per resolution
Pro	Starts at ~$840/mo	2,000	$0.90 per resolution
Advanced	Starts at ~$3,000/mo	5,000	$0.90 per resolution
Note: Pricing is based on information from early 2026. Each AI resolution also consumes one helpdesk ticket.

Exploring complementary options like eesel AI

Gorgias provides a comprehensive and mature platform, but some businesses may want to look at complementary tools that adapt to specific needs. That's the idea behind eesel AI. It's built to work alongside your existing tools to enhance your support capabilities. Here's how it can complement your workflow:

1. Quick integration: It integrates with your current helpdesk with a simple setup, ensuring you can start seeing benefits quickly.

2. Simulation features: The simulation mode lets you test the AI's responses on historical data, providing a data-backed understanding of performance before going live.

3. Unified knowledge: It can pull information from various sources like Confluence, Google Docs, and past tickets, giving your AI a complete picture of your business.

4. Predictable pricing: The pricing is flat and transparent, making it easy for growing teams to budget their support costs.

Final thoughts on the Gorgias AI Agent Shopping Assistant

The Gorgias AI Agent Shopping Assistant is a powerful, enterprise-grade tool that excels at turning customer chats into sales. It is an ideal choice for companies that want a unified, mature ecosystem where their helpdesk and AI sales tools are perfectly aligned.

By using Gorgias, you are choosing a reliable platform trusted by thousands of ecommerce brands. While there are considerations like tiered pricing and specialized integration, the benefits of such a robust system are clear. Exploring additional solutions like eesel AI as a complementary option can help you build an even more flexible and efficient support setup for 2026.