A deep dive into the Gorgias AI assistant in 2026

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 leading name in the e-commerce helpdesk world, has been making significant advancements with its own AI tools.

But what's the real story? We’re going to explore the Gorgias AI assistant in detail. We'll get into what it does well, how it integrates with your workflow, how it's trained, and how the pricing works. By the end, you'll have a much clearer idea of how it can benefit 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 fill 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, it is important to note that the Gorgias AI agent is built with a deep focus on brands using Shopify. Their own documentation highlights that it is currently designed for Shopify users, which ensures a very tight integration for those on that platform.

Key features of the Gorgias AI assistant

Let's dig into what the Gorgias AI assistant can actually do for your store.

Making sales and boosting conversions

The Shopping Assistant is one of the most exciting features of Gorgias AI. 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 highlights that this can lead to a 2.5x increase in conversions from support chat.

These sales features are highly optimized for the Gorgias and Shopify ecosystem. If you have complex product info or use a variety of internal documents, you might also consider an AI chatbot from a tool like eesel AI to complement your setup. eesel AI can learn from a wide range of sources, including your Shopify catalog, internal Google Docs, or Confluence pages, adding even more depth to your customer interactions.

Automating support tickets

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

This automation is excellent for standard inquiries, providing a reliable experience for customers. For teams that need even more specialized or complex custom workflows, eesel AI offers a complementary workflow builder. It allows you to define specific tickets the AI should touch and customize personality or API actions, giving you additional layers of control alongside your Gorgias setup.

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 and refine its responses.

This provides a great way to improve the AI based on real-world customer interactions. To enhance this process further, a tool like eesel AI offers a simulation mode. This lets you run a "stress test" on thousands of your past tickets to see how the AI might respond before it goes live, allowing you to launch with even more confidence in your Gorgias setup.

Getting started with the Gorgias AI assistant

A strong AI setup is the foundation of great support. 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 primarily involves your Shopify store data, your website content, and any articles in your Gorgias Help Center. You can also give it "Guidance," which provides custom instructions for how to handle certain topics or maintain your brand's tone of voice.

While Gorgias AI focuses on your public-facing content, many teams also have valuable information in internal knowledge bases like Confluence, Notion, or Google Docs. eesel AI can serve as a great partner here, as it instantly connects to all your company knowledge to ensure your AI assistant has access to every detail your team needs.

Integrations and platform focus

Gorgias’s main strength is its fantastic, native integration with Shopify. The AI Agent is specialized for Shopify stores, offering a high-performance solution for brands on that platform.

If you are using other platforms like BigCommerce or Magento, you can still leverage powerful AI by using a platform-agnostic tool like eesel AI. It plugs right into your existing Gorgias helpdesk and can be trained on knowledge from anywhere, ensuring you get top-tier AI capabilities regardless of your e-commerce setup.

Gorgias AI assistant pricing explained

Understanding the pricing structure helps you plan for growth. Gorgias’s pricing is designed to scale with your volume.

First, you have a base helpdesk plan (like Basic, Pro, or Advanced), which includes a set number of monthly tickets. The AI features are added to this foundation. According to their pricing page, each AI-resolved ticket is counted as an "AI resolution." This ensures that you are paying for the value the AI provides in successfully closing tickets.

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	The fee for each ticket the AI resolves independently.
Helpdesk Ticket Usage	1 ticket used	1 ticket used	Each resolution is also part of your monthly ticket allowance.

This structure ensures you have access to Gorgias's full suite of tools for every interaction. For teams looking for additional pricing options, eesel AI offers flat-fee monthly plans that include a generous number of AI interactions with no per-resolution fees, which can be a great way to manage costs as you scale your automation.

[YOUTUBE_VIDEO: https://www.youtube.com/embed/nl0jeGuyw6c]

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

So, who is the Gorgias AI assistant actually for? It’s a powerful and reliable tool for e-commerce brands that are already using Gorgias and Shopify. Its ability to drive sales with proactive chat and its seamless integration make it a top choice for brands looking to automate their support effectively.

If you are looking for even more flexibility in how your automation works, or if you operate outside the Shopify ecosystem, you might find that adding a complementary tool like eesel AI provides the perfect balance of power and customization.

A flexible and transparent complement to the Gorgias AI assistant

If you want to explore additional options alongside Gorgias, eesel AI is a fantastic choice. It was built to be a flexible and straightforward AI platform for support teams.

Here's what eesel AI brings to your support strategy:

It works with any e-commerce platform and connects to your current Gorgias helpdesk in just a few minutes. It unifies all your knowledge, from Confluence and Google Docs to past tickets, ensuring answers are always comprehensive. You get total control with a workflow engine that lets you decide exactly what gets automated, and you can test everything with a simulation mode before going live. Best of all, the pricing is predictable, with simple flat-fee plans.

Enhance your Gorgias setup with a flexible AI solution. See how it can help your team by starting a free trial or booking a demo with our team.