A deep dive into Gorgias AI Suggested Product Questions (2025)

Gorgias, a leading helpdesk for e-commerce, leverages AI to streamline customer support. One of its standout features is the ability to suggest relevant product questions. When a customer mentions a product in a chat or ticket, Gorgias AI can automatically pull up common questions and answers related to that item. This helps agents respond faster and more accurately without having to search for information manually. Think of it as an intelligent assistant that anticipates customer needs and equips support agents with the right information at the right time.

How do Gorgias AI suggested product questions work?

The magic behind Gorgias AI suggested product questions lies in its integration with your e-commerce platform (like Shopify, Magento, or BigCommerce) and its machine-learning algorithms.

Here's a simplified breakdown of the process:

1. Product detection: The system scans incoming customer messages for product names, SKUs, or other identifiers.

2. Information retrieval: Once a product is identified, the AI taps into your product catalog and knowledge base.

3. Question suggestion: Based on historical data and common inquiry patterns, the AI presents a list of frequently asked questions about that specific product directly within the agent's interface. For example, if a customer asks about the "Blue Suede Shoes," the AI might suggest questions like "What sizes are available?" "Is it made from real suede?" and "What is the return policy for footwear?"

4. One-click answers: Agents can then select the relevant question, and a pre-written, accurate answer is ready to be sent, which they can edit if needed before sending.

This automation not only speeds up response times but also ensures consistency in the information provided to customers.

[IMBED YT: https://www.youtube.com/watch?v=F3z8PqYAh2g]

Key features of Gorgias AI suggested product questions

Gorgias AI is designed to make the life of a support agent easier and the customer experience smoother. Here are some of the key features that make its suggested product questions so effective:

• Deep e-commerce integration: It connects directly with your store's backend, pulling real-time data on inventory, sizing, materials, and more. This ensures the answers provided are always up-to-date.

• Contextual awareness: The AI doesn't just recognize product names; it understands the context of the conversation. If a customer asks about "shipping" for a specific item, it will prioritize questions related to delivery times and costs for that product.

• Customizable responses: While the AI suggests answers, your team has full control. You can create and refine the pre-written responses (called Macros in Gorgias) to match your brand's tone of voice.

• Learning algorithm: The system gets smarter over time. It learns which questions are most frequently asked for each product and which answers lead to the highest customer satisfaction, improving the quality of its suggestions.

• Multi-channel support: This feature works across all the channels Gorgias supports, including email, live chat, social media comments, and DMs.

What are the benefits of using Gorgias AI suggested product questions?

Implementing this feature can have a significant impact on your support operations and overall business. Here are the primary benefits:

• Increased agent efficiency: By automating the process of finding product information, agents can handle more conversations in less time. This reduces the time-per-ticket and allows your team to focus on more complex customer issues.

• Improved first-contact resolution: With accurate information at their fingertips, agents are more likely to resolve a customer's query in the very first interaction. This is a key metric for customer satisfaction.

• Enhanced customer experience: Customers get faster, more accurate, and more consistent answers. This quick and reliable service builds trust and loyalty.

• Reduced training time for new agents: New hires can get up to speed much faster, as the AI guides them with the right questions and answers. It acts as a built-in training tool, reducing the learning curve.

• Increased sales opportunities: By quickly answering product-related questions, agents can remove purchasing barriers and even proactively upsell or cross-sell related items. For instance, if a customer asks about a camera, the AI might suggest a question about compatible lenses or memory cards.

Are there any limitations?

While powerful, the Gorgias AI suggested product questions feature isn't without its limitations.

• Dependency on data quality: The effectiveness of the suggestions is directly tied to the quality and completeness of your product catalog and knowledge base. If your product descriptions are vague or your FAQ is outdated, the AI's suggestions will be less helpful.

• Can lack a human touch: Over-reliance on automated responses can sometimes feel impersonal to customers. Agents need to be trained to know when to use the suggested answers and when to craft a more personalized reply.

• Setup and configuration: While Gorgias is known for being user-friendly, setting up the AI features and fully customizing the Macros to fit your brand voice requires an initial time investment.

• Cost: Gorgias is a premium helpdesk solution, and its pricing is based on ticket volume. For very small businesses or startups, the cost might be a significant consideration.

Streamline your e-commerce support

Gorgias AI suggested product questions are a powerful tool for any e-commerce business looking to scale its customer support. By intelligently automating the retrieval of product information, it empowers support agents to deliver faster, more accurate, and more consistent service. While it requires a well-maintained product catalog and a bit of setup, the benefits, from increased agent efficiency to a better customer experience, are substantial. If you're managing a high volume of product-related inquiries, this feature can be a game-changer, turning your support team into a more efficient and effective revenue-driving force.