What is Gorgias AI? A complete overview for 2025

If you run an e-commerce store, you know that customer support can feel like a constant battle. The pressure to answer questions instantly is huge, and AI is quickly becoming the go-to solution. But with so many options out there, how do you pick the right one? You’ve probably heard of Gorgias AI, a platform that claims to mix customer support with sales.

But what does it actually do, and is it worth it? Let’s cut through the marketing fluff. In this guide, we’ll give you a straight-up look at Gorgias AI: what it does well, where it falls short, and what its complicated pricing model really means for your bottom line.

What is Gorgias AI?

Put simply, Gorgias is a customer experience platform built from the ground up for e-commerce businesses. It tries to be an all-in-one solution by combining a standard helpdesk with a conversational AI agent. The main idea is to help online stores handle common questions on autopilot and maybe even nudge support chats toward a sale. It’s made primarily for merchants using platforms like Shopify, BigCommerce, or Magento.

The whole thing is really two parts working together:

• Gorgias helpdesk: Think of this as your team’s central command center. It pulls all your customer conversations from email, live chat, social media, and more into a single inbox so nothing gets lost.

• Gorgias AI agent: This is the brains of the automation. It plays two roles: first, as a Support Agent that deals with questions after a purchase (like order tracking), and second, as a Shopping Assistant that helps with questions before a purchase (like product recommendations).

Key features of Gorgias AI

Gorgias crams a lot of features into its platform. But it’s one thing to have a long list of features and another for them to work the way your team needs them to. Let’s dig into what it offers and where you might run into some roadblocks.

The AI agent’s dual role: Support and sales

The main attraction is the Gorgias AI Agent, which, as we mentioned, wears two different hats:

• The Support Agent: This is the problem-solver. It’s trained to handle all those repetitive post-purchase questions that clog up your inbox, like "Where is my order?" or "How do I make a return?" It can kick off a return process and answer basic policy questions, which can definitely free up your human agents for trickier problems.

• The Shopping Assistant: This is the sales side of the AI. It pops up on your website to greet visitors, suggest products, answer questions about sizing or stock, and can even offer discount codes to help close the deal.

It has a pretty cool feature where it can understand images. If a customer sends a photo of a broken product, the AI can supposedly recognize the damage and start the return process automatically. That’s a genuinely helpful touch for streamlining those kinds of claims.

Where it gets its knowledge

Gorgias AI learns about your business by connecting to your Shopify store, your help center articles, your website, and special documents you can create called "Guidance." This is how it gets the context it needs to answer questions about your specific brand and products.

Here’s the catch, though. Its knowledge is pretty much locked inside its own e-commerce bubble. What happens if your team’s most valuable information is stored somewhere else? Most companies have crucial details scattered across internal wikis, process docs in Google Drive, or notes in a collaboration tool. Gorgias AI simply can’t get to it.

This is a huge difference compared to a tool like eesel AI, which is built specifically to connect all your scattered knowledge sources. eesel AI can instantly sync with your Confluence pages, Google Docs, Notion workspaces, and even learn from your entire ticket history from any helpdesk. This creates a much smarter AI that has the full picture of how your business operates.

An infographic showing how eesel AI connects to various knowledge sources like Confluence, Google Docs, and Notion to build a comprehensive knowledge base for its AI agent. This illustrates the flexibility of its knowledge integration compared to Gorgias.::

Automation and integrations

Gorgias has over 100 integrations with common e-commerce apps, which allows its AI to take action on things like editing an order, issuing a refund, or changing a subscription. For handling standard tasks, these integrations can be quite powerful.

But there’s a "but." These actions are mostly limited to the official, pre-built integrations in their app store. If your team relies on a custom-built internal tool for managing orders or has a unique workflow that doesn’t fit a standard app, you’re probably out of luck.

This is where more open platforms really shine. For instance, eesel AI lets you create truly custom actions. You can set up its AI to call any external API, meaning it can pull information or start a process in your company’s own internal systems, not just popular third-party apps. That gives you the freedom to automate the workflows your business actually uses every day.

This video provides a comprehensive overview of how Gorgias's conversational AI platform functions for e-commerce, covering both support and sales automation.

Getting started

Switching to a new platform is a big deal. Let’s look at what it takes to get Gorgias AI up and running and how much control you really have over it.

The setup process

Setting up Gorgias AI means connecting your e-commerce store, linking your help docs, and tweaking the AI Agent’s settings. Gorgias talks about a four-step cycle: Onboard, Automate, Analyze, and Optimize.

But here’s a big thing to consider. Because Gorgias is an all-in-one system, signing up usually means you have to move your entire support operation over to it. It’s a classic "rip and replace" project. Migrating from your current helpdesk can be a massive undertaking that disrupts your team for weeks or even months.

That’s a completely different philosophy from a tool like eesel AI, which is designed to be simple and work with your existing setup. You can plug it directly into the helpdesk you already use, whether that’s Gorgias itself, Zendesk, or Intercom, in just a few minutes. You can get everything running and start automating tickets without ever having to sit through a sales demo. It’s a self-serve approach that respects the tools you already have in place.

This workflow diagram shows the straightforward, self-serve implementation process of eesel AI, which contrasts with the more involved migration typically required for an all-in-one platform like Gorgias.::

Testing and validation

Gorgias gives you a test environment and some reports to see how the AI is performing. This lets you get a feel for its responses before you unleash it on your customers.

The limitation? The testing tools feel a bit basic. It’s one thing to test a few sample questions, but it’s hard to know for sure how the AI will handle the thousands of weird and wonderful queries real customers will throw at it.

This is another spot where eesel AI takes a different path. Its simulation mode lets you safely test your AI setup on thousands of your actual past tickets. It gives you a clear forecast of its resolution rate and how much money it could save you before it ever replies to a live customer. This risk-free testing means you can adjust the AI and roll it out with confidence when you’re ready.

A screenshot of eesel AI's simulation mode, which allows users to test the AI's performance on past tickets to predict its resolution rate and cost savings, a feature that provides more robust testing than what is typically offered.::

Gorgias AI pricing: A complicated model

Okay, let’s talk money. This is arguably the biggest and most confusing part of Gorgias. The pricing is layered in a way that can make your monthly bill very hard to predict.

First, you have to choose a Helpdesk Plan. This is based on how many "billable tickets" you handle each month. A billable ticket is any conversation that gets a response, whether from a human agent or an automation.

Plan	Monthly Price (Annual Billing)	Billable Tickets Included	Overage Cost
Starter	$10/mo (Monthly only)	50 / month	+$0.40 / ticket
Basic	$50/mo	300 / month	+$40 / 100 tickets
Pro	$300/mo	2,000 / month	+$36 / 100 tickets
Advanced	$750/mo	5,000 / month	+$36 / 100 tickets
Enterprise	Custom	Custom	Custom

That’s just for the helpdesk. If you want to use the AI Agent, you have to pay an extra fee for every single resolution.

According to their pricing page, Gorgias charges $0.90 per AI resolution if you pay annually, or $1.00 if you pay monthly. And here’s the real kicker: each of those AI resolutions also counts as a billable helpdesk ticket. So, you end up paying twice for every ticket the AI handles.

This pricing model is a real head-scratcher. It’s unpredictable and actually punishes you for automating more. As your AI gets better and handles more tickets, your bill could jump unexpectedly. It feels like it discourages you from using the very automation you’re paying for.

That’s the complete opposite of how eesel AI handles pricing. With eesel AI, there are no per-resolution fees. You pay a flat monthly rate for a large bucket of "AI interactions," which covers both replies and actions. This makes your costs totally predictable, so you can automate as much as you want without dreading the end-of-month bill. They also offer flexible month-to-month plans you can cancel anytime.

A screenshot of eesel AI's pricing page, which highlights its flat-rate, predictable pricing model with no per-resolution fees, offering a clear alternative to Gorgias's more complex billing structure.::

Is Gorgias AI the right fit for you?

After all that, what’s the final call on Gorgias AI?

It might be for you if: You’re an e-commerce brand (especially on Shopify) starting from scratch and looking for an all-in-one helpdesk. If you’re ready to commit to a full migration and their pricing model works for your budget, it could be a decent option.

It’s probably not for you if: You’re happy with your current helpdesk, your company knowledge is spread across different tools, or you need predictable pricing that won’t punish you for successfully automating support.

A more flexible alternative: eesel AI

If you want powerful AI automation without being locked into one vendor or dealing with surprise fees, you should take a look at eesel AI. It’s a modern alternative built for teams that value flexibility and control.

Instead of forcing you to switch platforms, eesel AI works with the tools you already use and gets smarter by connecting to all of your company’s knowledge, no matter where it lives. It connects to everything from Confluence and Google Docs to your past ticket history, giving it a complete picture of your business. The setup is self-serve, so you can go live in minutes, not months. Plus, its pricing is transparent and predictable, with a flat monthly fee and no per-resolution charges.

If you’re ready for an AI support agent that adapts to your business, and not the other way around, get started with eesel AI for free and you can have your first AI agent running in under 5 minutes.