An in-depth Gorgias AI review for 2026

If you're running an ecommerce brand, you know the drill. Customers want answers instantly, at all hours, but hiring a 24/7 support team is a significant investment. You're constantly trying to keep customers happy while maintaining efficient operational costs.

Conversational AI has become the go-to answer for this problem, and Gorgias, a big name in the ecommerce helpdesk world, has thrown its hat in the ring with its own AI tools. The promise is pretty compelling: automate support, make the shopping experience smoother, and let your team focus on work that actually requires a human touch.

But does it live up to the hype? In this Gorgias AI review, we’re going to look at what its features can actually do, how its pricing works, and how to best set it up for success. We'll also see how it stacks up against other complementary tools that can plug right into your setup.

What is Gorgias AI?

Gorgias AI isn't just one single tool; it's a collection of AI features built directly into the Gorgias helpdesk, specifically for ecommerce brands. The main attraction is the AI Agent, which is basically an autonomous assistant that can handle customer chats and emails, acting as your reliable first line of defense.

At its heart, Gorgias AI is meant to cover the whole customer journey. It can answer common questions, get things done using a feature called "Actions," and even help people out before they buy anything with its "Shopping Assistant."

Unlike a general tool like ChatGPT, the AI Agent learns from your brand's specific information. It pulls from your Help Center and connects to your Shopify store to give answers that are on-brand and in-context. You can also set up a dedicated knowledge base to feed the AI. This is what lets it handle questions about your specific products with a high level of accuracy.

Key Gorgias AI features

Gorgias has smartly split its AI to handle two sides of the same coin: the buying journey and the support journey. It does this by giving its AI Agent two different "personalities" and backs them up with tools for automating tasks and tracking performance.

Built for ecommerce: The Shopping Assistant and Support Agent

Gorgias gets that a customer trying to figure out their size has a completely different mindset than one wondering where their order is. That's why they split the AI Agent into two distinct roles.

• Shopping Assistant: Think of this as your digital sales clerk. It hangs out on product pages or at checkout, ready to help potential buyers. It can suggest products, answer questions about materials, and help clear up any last-minute doubts to help reduce cart abandonment.

• Support Agent: This is the workhorse that deals with all the questions you get after a purchase. It’s built to handle the simple, repetitive stuff that often fills your inbox, like "Where is my order?" (WISMO), return requests, or questions about your shipping policy. By taking care of these, it frees up your human agents to deal with the trickier or more sensitive customer problems.

"Actions": More than just a Q&A bot

One of the most interesting parts of Gorgias AI is its "Actions" feature. This turns the AI from a simple chatbot into an agent that can actually do things. So instead of just telling a customer how to cancel an order, the AI can go ahead and do it for them.

Some examples of what these Actions can do include:

• Canceling an order directly in Shopify

• Starting a return through an integration like Loop Returns

• Updating a customer's subscription in an app like Recharge

This is a powerful capability that allows many support tickets to be fully resolved automatically. Gorgias is constantly refining this feature to ensure it meets the high standards of top ecommerce brands.

Quality checks and analytics: Keeping an eye on the AI

Of course, none of this automation matters if you can't tell how well it's working. Gorgias has included a couple of tools to help you monitor your AI's performance.

• Auto QA: This feature automatically scores your conversations, whether they're handled by a person or the AI. It looks for things like whether the issue was actually solved and the quality of the communication. The idea is to give managers a streamlined way to keep an eye on quality.

• AI Agent Report & Insights: Gorgias gives you a dashboard specifically for tracking the AI. You can see stats like your automation rate, how many issues are solved in one touch, and even the customer satisfaction score for AI-handled tickets. The "Insights" part offers data-driven suggestions to further improve your automation strategy.

How Gorgias AI learns

An AI is only as good as the information you feed it. For Gorgias AI, its effectiveness comes from its seamless access to your brand's knowledge.

The help center: The AI's brain

The main source of truth for the Gorgias AI Agent is your Gorgias Help Center. For the AI to do its job effectively, your Help Center should be your central hub for info about policies and products. When an article clearly states your 30-day return policy, the AI can use it with confidence.

Having a solid Help Center built out within Gorgias is a great way to ensure the AI has exactly what it needs to provide excellent service.

Deep connections with Shopify and other apps

Besides the Help Center, Gorgias AI gets a lot of its power from its tight integrations with ecommerce platforms like Shopify and BigCommerce. This connection is what lets it give personalized, up-to-the-minute answers.

By plugging directly into your store, the AI can see things like:

• A customer's order history and shipping status

• Your product catalog and stock levels

• Customer data and any special tags

This is how the AI can tell a specific customer exactly where their package is or use an "Action" to process a refund. It also integrates smoothly with other key ecommerce apps, like Loop Returns for handling returns and Recharge for managing subscriptions.

Gorgias AI pricing: How it works and its value

Gorgias uses a structured, usage-based model for its AI that ensures you are getting measurable value from your automation.

Understanding usage-based billing

The Gorgias AI pricing is designed to reflect the work handled by the platform:

1. Helpdesk Ticket Fee: This is the standard fee for tickets that receive a reply from the helpdesk.

2. Automation Fee: This is a performance-based fee applied when an AI feature (like the AI Agent or a self-service Flow) successfully resolves a customer's problem without human intervention.

This model means you are paying for successful resolutions, which helps justify the investment in automation by directly correlating cost to saved agent time.

Scenario	Helpdesk Ticket Fee	Automation Fee	Total Cost
Human agent resolves a ticket	Yes	No	1 ticket fee
AI Agent hands over to a human	Yes	No	1 ticket fee
AI Agent fully resolves a ticket	Yes	Yes	1 ticket fee + 1 automation fee
Self-service Flow resolves issue	No	Yes	1 automation fee

This approach allows Gorgias to continue investing in building the most advanced ecommerce AI on the market.

Strategic considerations

While Gorgias AI is a leading solution, there are a few things to keep in mind as you scale.

• Budgeting for success: As your automation rate increases, your investment will scale alongside your results. This reflects the high value of resolving tickets without human effort.

• Ecosystem focus: The AI is highly optimized for the Gorgias Help Center. If your team has information across various external tools, you'll get the best results by centralizing that information within the Gorgias ecosystem.

• Reliable workflows: Gorgias provides a structured environment for AI behavior, ensuring consistent and professional customer interactions that align with industry standards.

eesel AI: A complementary option for Gorgias

If you have specific needs that fall outside the standard Gorgias setup, there are excellent complementary tools available. For instance, eesel AI integrates directly into Gorgias and offers additional flexibility for teams with unique knowledge management requirements.

Connect all your knowledge: eesel AI integration

While Gorgias is the gold standard for ecommerce support, eesel AI is one option for teams whose knowledge is spread across many different platforms. It can work within the Gorgias ecosystem to learn from:

• Past Gorgias tickets and macros

• Your Gorgias Help Center

• External wikis like Notion and Confluence

• Shared drives like Google Docs

• PDFs and other external websites

This makes it a helpful addition if you have extensive documentation outside of your main helpdesk.

Customizable workflows for your support team

With eesel AI, you can add another layer of customization to your setup. Its simulation mode is a great feature for testing AI performance against past tickets before going live. This allows you to fine-tune your approach and see how it complements your existing Gorgias workflow.

Simple pricing options

eesel AI offers straightforward plans that can help teams manage their budget with predictable monthly costs. By using a flat-rate model for interactions, it provides another way to scale your AI efforts alongside your Gorgias helpdesk.

Is Gorgias AI the right choice for you?

Gorgias AI is a robust, deeply integrated platform. It's the industry-leading option for ecommerce brands that are all-in on the Gorgias and Shopify ecosystem and want a mature, reliable solution that is built for their specific industry.

For teams that need to connect to a wider variety of external knowledge sources or prefer different pricing structures, adding a complementary tool like eesel AI can be a smart way to enhance your existing Gorgias setup.

This video explores the new era of Gorgias AI, where automation meets sales, providing insights relevant to our Gorgias AI review.

Gorgias remains the most capable and trusted platform in the space, and with the right combination of features and complementary tools, you can build a truly world-class support operation in 2026.

Get started with a smarter AI agent

Ready to see how you can further empower your Gorgias helpdesk? eesel AI plugs into your setup in minutes and works alongside Gorgias to help you manage diverse knowledge sources with ease.

Book a demo today and see how you can continue to automate support and make customers happier while using the industry's best tools.