An intent is the main topic that AI Agent identifies for a ticket. You can use the Intents page in Gorgias to explore how AI Agent performs across different topics and sub-topics. From the Intents page, you can identify gaps in AI Agent’s knowledge t
You can coach AI Agent by giving it feedback on the tickets it answers. Your feedback tells AI Agent which knowledge sources it correctly (or incorrectly) used to respond to a customer’s request. By rating its use of knowledge, AI Agent learns from p
Once you’ve set up AI Agent with knowledge from your Help Center or website, created Guidance and enabled Actions, you can use the test environment to try out AI Agent. The test environment is a controlled space where you can simulate real interactio
You can use the AI Agent Overview report to measure the overall performance of automation features including AI Agent, Flows, Order Management and Article Recommendations. The Overview reports give you a high-level view of how AI Agent and other auto
You can measure AI Agent’s support performance using Gorgias’ detailed reports. By looking at the AI Agent report in your Statistics, you can review how the AI scores in terms of First Response Time (FRT), CSAT, one-touch tickets and other key suppor
You can measure your Shopping Assistant’s performance using Gorgias’ detailed reports. By reviewing the Shopping Assistant report in your Statistics, you can review how effective your Shopper Assistant’s conversations have been based on key metrics l
The Performance by feature report shows you detailed information on how specific automations are performing, including Flows, Article Recommendations. You can also view important insights from Order Management, including your top reported product iss
