A deep dive into the Gorgias AI assistant in 2025

If you’re running an e-commerce store, you know that customer support isn’t just about closing tickets anymore. It’s where you build loyalty, save struggling sales, and turn curious shoppers into happy customers. AI is a huge part of that conversation now, and Gorgias, a big name in the e-commerce helpdesk world, has been making a lot of noise about its own AI tools.

But what’s the real story? We’re going to pull back the curtain on the Gorgias AI assistant. We’ll get into what it does well, where it stumbles, how it’s trained, and what it really costs. By the end, you’ll have a much clearer idea of whether it’s the right move for your business.

What is the Gorgias AI assistant?

First off, the Gorgias AI assistant isn’t just one single tool. Think of it as a suite of AI features built directly into the Gorgias helpdesk platform. It’s been designed from the ground up for e-commerce brands that want to automate support and get a bit more proactive with their sales.

It really has two main jobs:

1. The support agent: This side of the AI handles all the typical post-purchase questions. Think things like "Where’s my order?", "How do I make a return?", and other common questions that clog up your inbox. The whole point is to free up your human agents from answering the same things over and over.

2. The shopping assistant: This is the pre-purchase, sales-focused part. It can greet people browsing your site, suggest products they might like, and even offer a little discount to nudge them toward making a purchase. It’s all about turning browsers into buyers.

Now, here’s a crucial catch you need to know right from the start. The Gorgias AI agent is built almost exclusively for brands on Shopify. Their own documentation is clear that it doesn’t currently work with other major platforms like BigCommerce, Magento, or WooCommerce. That’s a pretty big deal for a lot of stores.

Key features of the Gorgias AI assistant

Let’s dig into what the Gorgias AI assistant can actually do, warts and all.

Making sales and boosting conversions

The Shopping Assistant is probably Gorgias AI’s most eye-catching feature. It’s like having a digital salesperson who can pop up to say hi, recommend products based on what a customer is looking at, and use discounts to help seal the deal. Gorgias even claims this can lead to a 2.5x increase in conversions from support chat.

But here’s where things can get a bit sticky. These sales features are really tied to the Gorgias and Shopify bubble. If you have complex product info or it’s stored in other documents, the AI might not have the full picture. For something a bit more flexible, an AI chatbot from a tool like eesel AI can learn from a much wider range of sources. It can pull information from your Shopify catalog, but also from internal Google Docs or your Confluence pages, giving it a much deeper well of knowledge to draw from.

Automating support tickets

Gorgias claims it can automatically handle up to 60% of common support tickets. It takes care of chats and emails about order tracking (WISMO), returns, and basic product questions. It even has a newer feature that can understand images, which is handy for things like damaged item reports.

The catch? The automation is great for standard stuff, but it’s not very flexible if you have unique or complicated processes. It’s a bit of a one-size-fits-all approach. In contrast, eesel AI gives you a fully customizable workflow builder. You get to decide exactly which tickets the AI should touch, what its personality should sound like, and even what specific API actions it can perform. This gives you way more control over how automation works for your team.

A workflow diagram illustrating how eesel AI provides a fully customizable approach to automating support tickets, as a flexible alternative to the Gorgias AI assistant.

Performance monitoring and improvement

Gorgias gives you a dashboard to see how your AI is doing, with metrics like automation rate and revenue influenced by the AI. You can also "coach" the AI by giving it feedback on its answers right inside a ticket, which helps it learn.

The downside is that this is all reactive. You can only fix the AI’s mistakes after it has already talked to a customer. It’s a bit like training on the job, but your customers are the ones experiencing the learning curve. A tool like eesel AI flips this around with a simulation mode. It lets you run a "stress test" on thousands of your past tickets before you ever turn the AI on for live customers. This gives you a really accurate preview of how it will perform, so you can launch it with confidence.

The eesel AI simulation mode, which allows businesses to test performance before deployment, a feature not available in the Gorgias AI assistant.

Getting started with the Gorgias AI assistant

Any AI is only as good as its setup and training. Here’s how Gorgias handles getting you up and running.

Setup and training process

Getting started involves connecting Gorgias AI to your knowledge sources. This mostly means your Shopify store data, your website content, and any articles in your Gorgias Help Center. You can also give it "Guidance," which is basically a set of custom instructions for how to handle certain topics or what tone of voice to use.

But think about where all your team’s real knowledge lives. Is it all in your public help center? Probably not. Most businesses have tons of important details tucked away in internal knowledge bases like Confluence, Notion, or scattered across Google Docs. Gorgias AI can’t really get to that stuff. This knowledge gap can lead to answers that are correct but incomplete. This is something eesel AI was built to fix. It instantly connects to all your company knowledge, from old tickets to docs in Google Drive, making sure the AI has the full story.

A view of the eesel AI dashboard showing how it connects to multiple knowledge sources like Google Docs and Confluence, unlike the more limited Gorgias AI assistant.

Integrations (or lack thereof)

Gorgias’s main strength is its fantastic, native integration with Shopify. But this is also its Achilles’ heel. The AI Agent is for Shopify stores only. This is probably the biggest deal-breaker for a lot of brands. If you’re on BigCommerce, Magento, or anything else, you’re out of luck.

A different approach is to use a tool that doesn’t care what platform you use. For instance, eesel AI is platform-agnostic. It plugs right into your existing helpdesk (including Gorgias) and can be trained on knowledge from anywhere, no matter what e-commerce platform you use. You get top-tier AI without having to switch your whole tech setup.

Gorgias AI assistant pricing explained

Let’s talk money, because this is where it can get a little confusing. Gorgias’s pricing has a few moving parts, and it’s important to understand them all.

First, you need a base helpdesk plan (like Basic, Pro, or Advanced), which comes with a set number of "billable tickets" each month. Then, you pay for the AI on top of that. According to their pricing page, every time the AI solves a ticket, it counts as an "AI resolution" that you pay for. And to top it off, that same resolution also uses up one of the billable tickets from your base plan.

The short version? You’re paying twice for every single ticket the AI resolves.

Here’s a quick look at the AI costs:

Item	Cost (Monthly Plan)	Cost (Annual Plan)	Notes
AI Agent Resolution	$1.00 per resolution	$0.90 per resolution	This is the fee each time the AI closes a ticket on its own.
Helpdesk Ticket Usage	1 ticket used	1 ticket used	Each AI resolution also eats into your monthly ticket allowance.

The problem with this is that your bill grows as you get better at automation. It feels a bit like being punished for doing a good job. The more efficient you become, the more you pay, which makes it really hard to predict your costs.

A more transparent option is a tool like eesel AI, which offers simple, flat-fee monthly plans that include a generous number of AI interactions. There are no per-resolution fees, so you can automate to your heart’s content without worrying about a nasty surprise on your invoice.

This video provides an overview of how the Gorgias AI assistant can automate support and drive sales for e-commerce brands.

The final verdict: Is the Gorgias AI assistant for you?

So, who is the Gorgias AI assistant actually for? It’s a solid, if pricey, tool for a very specific business: an e-commerce brand that is all-in on both Gorgias and Shopify. If that’s you, its ability to drive sales with proactive chat is a definite plus.

However, if you’re not on Shopify, want more say in how your automation works, or just prefer a predictable monthly bill, you’ll probably find Gorgias AI pretty limiting. The vendor lock-in, narrow knowledge sources, and pay-per-ticket model just don’t make sense for a lot of growing brands.

A more flexible and transparent alternative to the Gorgias AI assistant

If the limitations of the Gorgias AI assistant have you thinking twice, you’ll be glad to know there’s another way. eesel AI was built to be a more flexible, powerful, and straightforward AI platform for support teams.

Here’s what a different approach looks like with eesel AI:

You get AI that works with any e-commerce platform and connects to your current helpdesk in just a few minutes. It unifies all your knowledge, from Confluence and Google Docs to past tickets, so its answers are always on point. You get total control with a workflow engine that lets you decide exactly what gets automated. And you can test everything risk-free with a powerful simulation mode before you ever go live. Best of all, the pricing is predictable, with simple flat-fee plans and no hidden costs.

Don’t get stuck with a solution that locks you in and charges you more for being successful. See how a more flexible AI can help your team by starting a free trial or booking a demo with our team.