A complete overview of the Gorgias AI copilot in 2025

So, you’re running an e-commerce store, and you’ve probably got Gorgias on your radar, if not already in your tech stack. It’s a powerhouse for a reason. But when you start looking into its AI features, things get a little… complicated. The built-in tools, often bundled under the name "AI copilot," are handy but come with some serious strings attached.

We’re going to break down what the Gorgias AI copilot actually does, where it falls short, and how a more powerful tool like eesel AI can step in to really level up your customer support without the hidden headaches.

What is the Gorgias AI copilot?

Before we dive in, let’s get on the same page about what an "AI copilot" even means in this context. Picture a smart assistant sitting right next to your support agents. Its main job is to handle the grunt work: drafting replies, summarizing long and winding ticket threads, digging up the right information, and taking care of repetitive tasks. This frees up your human team to focus on the tricky problems that need a real person’s touch.

Gorgias has its own version of this built right into the platform. They call it their "AI Agent co-pilot," and it’s designed to help agents with one-click actions like translating messages, getting a quick summary of a conversation, or changing the tone of a reply from formal to casual. Since Gorgias is built from the ground up for e-commerce, its AI is trained to get the lingo. It can figure out if a customer wants to make a return or just check their order status, and it can even pick up on their mood, whether they’re happy, frustrated, or about to blow a gasket.

That’s a solid start. But here’s where it gets murky. The term "Gorgias AI copilot" has been adopted by a lot of third-party tools that integrate with the platform. This creates a crowded and confusing marketplace where it’s tough to know what’s native, what’s an add-on, and which solution actually has the features you need without the drawbacks you don’t.

Key features of the native Gorgias AI copilot

Gorgias’s own AI shines brightest when it’s handling the day-to-day grind of an online store. It’s tuned to streamline the most common questions that pop up over and over again.

Let’s take a closer look at its core features.

AI-assisted replies

This is the main event for any AI copilot. It helps agents fly through their queue by drafting responses to frequently asked questions. Need to tell someone your return policy for the tenth time today? The AI has a draft ready. It can also be a lifesaver for quality control. An agent can write a quick, blunt reply, and with one click, the AI can rephrase it to sound more polished and on-brand. It’s also great for handoffs; the AI can summarize a long back-and-forth so the next agent can jump in without reading a novel.

Intent and sentiment detection

This is where Gorgias’s e-commerce focus really pays off. The AI is pretty sharp at reading an incoming message and figuring out two key things: what the customer wants (intent) and how they feel about it (sentiment). It can distinguish between a query about a refund, an exchange, or a shipping delay. At the same time, it flags whether the customer’s tone is positive, negative, or neutral. This is the engine that powers most of its automation.

Automated actions

Once the AI detects the intent and sentiment, you can use Gorgias’s "Rules" engine to tell it what to do next. For example, a customer might reply "thanks!" after you’ve solved their problem. Instead of that ticket sitting in the queue waiting for an agent to manually close it, you can create a rule that lets the AI detect that simple "thank you" and automatically close the ticket. On the flip side, if an angry email about a late delivery comes in, the AI can detect the urgent, negative sentiment, automatically tag the ticket as high-priority, and assign it to a senior agent.

Order management integration

This is where Gorgias really flexes its muscles. It has a deep, two-way integration with major e-commerce platforms like Shopify, Magento, and BigCommerce. This isn’t just a simple data sync. It means your agents can see a customer’s entire order history, check tracking information, and even issue refunds or cancel orders without ever leaving the Gorgias dashboard. Anyone who’s worked in support knows the pain of juggling multiple tabs just to handle one ticket. This integration is a huge time-saver and dramatically reduces the chance of copy-paste errors.

The hidden costs and limitations of the Gorgias AI copilot

On the surface, those features look pretty good. But once you start digging into the details, you’ll find some significant limitations that can cause major problems down the line. Before you go all-in, you need to understand the hidden costs and constraints that come with relying solely on the built-in Gorgias AI copilot.

Unpredictable pricing that punishes success

Gorgias’s pricing model for its AI is a real head-scratcher. On top of your monthly subscription, they charge you for each "automated resolution." According to their own pricing page, that’s an extra $0.90 to $1.00 for every single ticket the AI closes on its own.

Let that sink in for a moment. The entire goal of using AI is to automate more and more over time. But with this model, the better your AI gets and the more tickets it handles, the higher your bill climbs. Imagine you have a killer Black Friday sale. Your support volume spikes, but your AI is crushing it, handling 40% of the tickets. You should be celebrating, right? Instead, you’re hit with a massive, unexpected bill. This pricing structure literally penalizes you for using the tool effectively and makes it almost impossible to forecast your monthly costs.

Limited knowledge sources create a siloed AI

An AI is only as good as the brain you give it. This is where Gorgias’s AI really stumbles. It can only learn from a very narrow set of sources: your Gorgias help center articles, your Shopify store data, and a few website pages you manually plug in.

But where does the rest of your company’s knowledge live? Think about it. Your detailed product specs might be in Google Docs, your internal processes in Confluence, and your latest policy updates in a Notion doc. Critical troubleshooting info probably exists in thousands of your past support ticket resolutions.

The native Gorgias AI copilot can’t access any of that. It’s like hiring an employee but only giving them access to the public-facing FAQ page. This creates huge information silos, leaving the AI with a partial, and often outdated, picture of your business. The result? You get generic, incomplete, or flat-out wrong answers that your human agents have to constantly correct.

Vendor lock-in and a lack of real testing

When you build your entire AI strategy inside Gorgias, you’re painting yourself into a corner. All the automation rules you build, the configurations you fine-tune, and the institutional knowledge you pour into the system are stuck there. If you ever outgrow the platform or find a better helpdesk for your needs, you have to start over from square one. All that hard work is gone.

Even more concerning is the absence of a proper testing environment. Sure, you can ask the AI one-off questions to see how it responds. But there’s no way to run a large-scale simulation on your historical data. You can’t take your last 10,000 tickets and see how the AI would have performed on them. This means you can’t get an accurate forecast of its real-world resolution rate or, crucially, how much it’s going to cost you. You’re forced to just turn it on and hope for the best, which is a risky gamble when it’s interacting directly with your customers.

eesel AI: A powerful Gorgias AI copilot alternative

Okay, so what’s the alternative? Instead of relying on a limited, built-in feature, you can integrate a specialized AI platform designed to overcome these exact challenges. Let’s talk about eesel AI. It plugs right into Gorgias, acting as a supercharged AI copilot that gives you far more power, control, and transparency.

Go live in minutes with a truly self-serve setup

Getting started with eesel AI is incredibly straightforward. Many AI platforms lock you into a long sales cycle with mandatory demos just to see the product. eesel is completely self-serve. You can sign up on your own, connect your Gorgias helpdesk with a single click, and have a functional AI agent ready to go in minutes, not months. You’re in the driver’s seat from the very beginning.

Unify all your knowledge, not just your help center

Remember those information silos we talked about? eesel AI demolishes them. It connects to all of your company’s knowledge, no matter where it lives. You can train it on your past Gorgias tickets to learn your brand’s unique voice and resolutions. You can connect it to internal wikis in Confluence or folders in Google Docs, and sync it with public help centers on platforms like Zendesk or Intercom. This gives the AI a complete, 360-degree view of your business, which means it can provide far more accurate and helpful answers to both your agents and your customers.

Test with confidence using powerful simulations

One of eesel AI’s standout features is its simulation mode. Before you let the AI talk to a single live customer, you can run it against thousands of your actual past tickets in a safe, sandboxed environment. This is a full-scale dry run, not a flimsy demo. The simulation report gives you concrete data, showing you exactly how many tickets the AI would have resolved, identifying gaps in your knowledge base, and providing a clear forecast of the time and money you’ll save. It takes all the guesswork out of launching AI, allowing you to deploy with confidence.

This video explains how integrating AI and automation into Gorgias can significantly improve customer support efficiency.

Gorgias AI copilot vs. eesel AI: A direct pricing comparison

When you put the pricing models side-by-side, the difference is night and day. Gorgias’s per-resolution fee creates unpredictable costs and punishes you for automating effectively. eesel AI offers a transparent, predictable plan that lets you scale without worrying about a surprise bill at the end of the month.

Let’s put some numbers to it.

Feature	Gorgias AI	eesel AI (Business Plan)
Pricing Model	Per "Automated Resolution"	Based on a flat monthly interaction limit
Cost per AI Resolution	$0.90 --- $1.00	Included in the plan (no per-resolution fee)
Predictability	Low (bill increases with automation success)	High (fixed monthly or annual cost)
Example Scenario	5,000 automated tickets could cost $4,500+	3,000 AI interactions/mo for $639 (annual plan)
Flexibility	Monthly and annual plans	Monthly and annual plans (cancel anytime on monthly)

Choosing the right Gorgias AI copilot

So, what’s the bottom line? Gorgias offers a decent, tightly integrated AI copilot that’s good at handling basic e-commerce tasks. Its ability to manage orders directly from the helpdesk is a genuine advantage.

However, it comes with serious baggage: a punitive pricing model that makes costs spiral as you succeed, severe restrictions on what it can learn from, and a lack of real testing tools that turns deployment into a leap of faith.

For businesses that are serious about building a truly efficient and intelligent support operation, a specialized platform is the way to go. You need an AI copilot that learns from all your scattered company knowledge, gives you the tools to test and deploy with confidence, and offers a predictable pricing model that actually supports your growth.

Get a better Gorgias AI copilot that actually helps

Don’t settle for a limited, expensive AI that locks you into a single platform. See for yourself how eesel AI can transform your Gorgias workflow and deliver real results without the hidden costs and risks.

Start your free trial of eesel AI or book a demo to see our powerful simulation engine in action.