Gorgias logo
Gorgias logo

All articles

Measure and improve AI Agent

Optimize AI Agent based on insights from your tickets

You can improve AI Agent’s performance and increase its ability to successfully automate tickets by reviewing the Optimize page. On the Optimize page, you can explore tickets grouped by intent (the reasons your customers contact you). For each intent

Review AI Agent's support performance

You can measure AI Agent’s support performance using Gorgias’ detailed reports. By looking at the AI Agent Support page in your Statistics, you can review how the AI scores in terms of First Response Time (FTR), CSAT, one-touch tickets and other key

How to coach AI Agent and give feedback

Just like you would with human agents on your team, coaching and providing feedback is a critical part of improving AI Agent’s effectiveness. You can give feedback directly on the messages that AI Agent provides to customers in your tickets. When rev

Test how AI Agent responds to customer questions

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

Review AI Agent’s sales performance (beta)

You can measure AI Agent’s sales performance using Gorgias’ detailed reports. By looking at the AI Agent Sales page in your Statistics, you can review how effective the AI’s conversations have been based on key metrics like influenced revenue (GMV),

How to write and optimize Guidance for AI Agent

AI Agent uses the instructions you provide in Guidance to understand how it should respond to specific scenarios with shoppers. Since AI Agent considers Guidance before any other knowledge source or action, it plays a big role in shaping the experien