How Gorgias uses AI agents to improve customer service: A complete overview

If your ecommerce brand is growing, you know the feeling. More sales are great, but they also mean a flood of new support tickets. Suddenly, your team is swamped, response times are creeping up, and you’re stuck. Do you hire more people and watch your costs balloon, or do you risk frustrating customers with slow service?

It feels like a difficult challenge for any growing business.

This is a common headache for teams on Gorgias, but the answer isn't just to throw more people at the problem. It's about working smarter. AI agents are stepping in to handle the repetitive questions, solve common issues on the spot, and give your human agents the space to focus on the conversations that actually need a human touch.

In this post, we’ll walk through exactly how Gorgias uses AI agents to improve customer service. We'll look at its built-in AI features and see how they stack up against some powerful third-party tools, so you can decide what makes sense for your helpdesk.

What is a Gorgias AI agent?

So, what exactly is an "AI agent" in the world of Gorgias?

Think of it as an automated team member that's always on, ready to tackle the first wave of customer questions. It's a mature, reliable solution that helps your brand scale efficiently. Its main job is to understand what a customer needs and provide an answer instantly, without a human agent having to lift a finger.

Here’s what that looks like in practice:

• It understands the question. The AI reads an incoming ticket and figures out the customer's intent. Are they asking, "Where is my order?", requesting a return, or asking about product ingredients?

• It finds the answer. The agent then pulls information from connected knowledge sources, like your help center or FAQ page, to give an accurate, immediate response.

• It knows when to ask for help. If a question is too complex or sensitive, the AI agent is smart enough to know its limits and will escalate the ticket to a human on your team.

The biggest benefit here is ticket deflection. By handling all the simple, high-volume questions, these AI agents free up your team to deal with the tricky problems, calm down frustrated customers, and have the kind of conversations that build real loyalty.

Gorgias's native AI capabilities

Gorgias comes with its own set of AI tools, and for many businesses, it's an excellent place to start. It’s built right into the platform you already use, so there’s no need to juggle different vendors right away. Gorgias has built an impressive ecosystem that makes it easy to get started with automation.

How the native agent works

The native tool is part of the Gorgias Automate add-on. At its core, its job is to learn from the information you feed it and then use that knowledge to answer customer questions accurately.

So, what can you feed it? According to Gorgias, the AI learns from a few key places:

• Your Gorgias Help Center. You can link your help center directly, and the AI will treat your published articles as its brain.

• Public web pages. You can provide up to 10 specific URLs, like a shipping policy page or a detailed FAQ on your website.

• Uploaded documents. It can also learn from files like PDFs, Word docs, and spreadsheets. This is useful if you have internal guides or policy documents you want it to reference.

Key features and setup

The setup itself is pretty painless. Within your Gorgias settings, you point the AI to your help center, paste in the URLs you want it to study, and upload any documents. It’s designed to be straightforward and user-friendly.

Gorgias even has a feature that uses AI to suggest new help center articles by analyzing your past tickets. This is a nice touch, as it helps you build the very knowledge base that your AI agent will rely on.

Considerations for scaling your native AI setup

While the built-in AI is convenient and reliable, there are a few things to keep in mind as your needs grow more complex.

Focused knowledge sources

The native AI learns primarily from static documents rather than your team's real-time chat conversations. This means the agent focuses on your official, vetted documentation. While this ensures high accuracy based on your policies, some teams might eventually want an AI that also captures the nuanced tone or problem-solving approaches found in historical agent replies.

Precision and manual updates

The AI relies on the specific sources you provide, giving you full control over its "brain." Because it doesn't automatically crawl your entire website for updates, you have the opportunity to curate exactly what it knows. If you update your returns policy, you'll simply need to re-sync that URL in the settings to ensure your agent continues to provide the most current information.

Optimized for core Q&A

The native agent is a powerful question-and-answer machine. It is excellently designed to find and present information. As your automation needs expand to include multi-step workflows - like checking order statuses in Shopify and automatically tagging tickets based on real-time data - you can easily augment Gorgias's capabilities through its marketplace integrations.

Third-party AI agents for Gorgias

This is where the Gorgias app marketplace comes into play. It’s filled with specialized AI tools that plug directly into your helpdesk. These third-party agents can provide additional features and flexibility to complement Gorgias's native tools.

There are quite a few to choose from, each with a different focus:

• My AskAI: A popular choice for brands that want a simple, budget-friendly option. It's known for its straightforward setup and transparent pricing, starting at just $0.10 per ticket.

• Yuma AI: This tool positions itself as a "True Automation" platform. It focuses on performing external actions, like integrating with subscription tools, to automate more than just simple answers.

• Siena AI: Siena focuses on delivering an "empathic" AI that sounds incredibly human. It’s a powerful tool that claims it can autonomously handle over 80% of customer conversations.

• eesel AI: This platform takes a unique approach as a complementary tool. It's fully self-serve, so you can get it running in minutes without a sales call. Its standout feature is its ability to learn directly from your past Gorgias tickets and macros. This means the AI can learn from your team's existing expertise and problem-solving style. It also includes a simulation mode, letting you see exactly how it would have answered past tickets before you turn it on for live customers.

What to look for in a third-party tool

When you’re trying to figure out how to use AI agents with Gorgias via third-party apps, a few key areas make all the difference.

How does it learn?

This is probably the most important question. Can the tool only learn from a help center, or can it dig into your historical tickets and macros? The best AI agents can supplement your help center by learning from your team's past conversations. This is how they pick up on context, adopt your brand’s unique tone, and know how to handle tricky questions that don't have a pre-written article.

How much control do you have?

A good AI agent should do more than just talk. Look for a solution with a flexible workflow builder. This gives you the power to decide which tickets get automated and what actions the AI can take. Can it tag tickets? Can it make API calls to external systems like Shopify to get real-time data? This is the difference between a simple chatbot and a true automation engine.

How easy is it to get started?

Your time is valuable. Some platforms require you to book a demo and go through a guided onboarding process. Others, like eesel AI, are completely self-serve, letting you connect your helpdesk and start building your AI in minutes. A solid testing or simulation feature is also a must-have. It lets you see the AI's accuracy and impact on your own historical data, so you can launch with confidence.

Pricing: Native vs. third-party agents

Cost is always a consideration, and Gorgias offers tiered plans to match different team sizes. Some platforms charge for every ticket the AI resolves, while others offer flat-rate subscription plans, which are easier to budget for.

Platform	Pricing Model	Starting Price	Key Notes
Gorgias Automate	Add-on Subscription	Included in tailored plans	Bundled with other Gorgias automation features.
My AskAI	Per-Ticket / Subscription	$0.10 per ticket, or $99/mo	A straightforward and cost-effective option.
Yuma AI	Subscription (by resolution)	$350/month for 500 resolutions	Priced based on the number of tickets it solves.
Siena AI	Custom	Requires a demo	You'll need to talk to their sales team for pricing.
eesel AI	Subscription (by interaction)	$239/month (annual plan)	Predictable pricing with no surprise per-resolution fees.

The bottom line: Choosing the right AI agent

So, how do you decide?

If your company’s knowledge is neatly documented in a help center and you just need a tool to handle basic, repetitive questions, Gorgias's native AI is a powerful and reliable solution. It's simple, dependable, and perfectly integrated into your existing workflow.

However, if you need something more, an AI that can replicate your brand voice perfectly, handle complex workflows, and learn from the wealth of your past support conversations, a third-party solution is a fantastic way to enhance your setup.

The best choice depends on your specific goals. But if you want to launch an AI agent that learns from your team's hard-won expertise, lets you test everything safely before it goes live, and gives you full control over automation, a platform like eesel AI provides the power and transparency needed to really scale your support within the Gorgias ecosystem.

This video explains how to use AI agents in Gorgias to reduce response times and increase satisfaction through automation.

Try an AI agent for Gorgias today

If repetitive tickets are slowing your team down, it might be time for a change. With eesel AI, you can deploy a smart AI agent for Gorgias that resolves customer issues instantly, speaks in your brand's voice, and frees up your team to focus on the conversations that matter.

You can connect eesel AI to your Gorgias helpdesk in a few minutes and immediately see how it would have performed on your historical ticket data.

Ready to see how much you can automate? Explore eesel AI for Gorgias today.