Continuously improve AI Agent with Opportunities [Beta]Updated 3 hours ago

Once your AI Agent is live, Opportunities highlight specific improvements you can make based on conversations that AI Agent wasn’t able to fully resolve. Reviewing and acting on these recommendations helps you improve AI Agent’s knowledge so it can successfully handle more types of conversations.

As AI Agent learns from how your team resolves these cases, new opportunities are suggested over time — like addressing gaps in knowledge or resolving conflicting information. You can review, edit, and approve each opportunity to steadily increase AI Agent’s topic coverage and performance.

• Review new opportunities
• Types of opportunities
• Dismiss an opportunity
• Export tickets related to an opportunity
• FAQ

Review new opportunities

You can go to Opportunities to find new recommendations to improve AI Agent. New opportunities become available periodically, depending on the volume of conversations in your helpdesk. Opportunities do not expire, and they remain available for you to review until you accept or dismiss them.

To understand how much an opportunity might increase AI Agent’s coverage and success rate, you can review the number of tickets associated with it, and export them to a spreadsheet for further analysis.

1. From the main menu, go to AI Agent, then click Opportunities.
   • If you have more than one Shopify store connected to Gorgias, use the dropdown menu to select a store.
2. If there are new opportunities available, select an opportunity from the list or use the < and > arrows to progress through each one.
3. Review the selected opportunity.
4. Based on the type of opportunity, you can choose to accept the opportunity and make changes to AI Agent’s knowledge, or dismiss it.

Types of opportunities

Each opportunity highlights an action you can take to create, edit, update or delete AI Agent’s knowledge. The actions you can take depend on the type of opportunity: fill knowledge gap or resolve conflict.

Fill knowledge gap

You will see an opportunity to fill knowledge gap whenever Gorgias identifies a topic that AI Agent has repeatedly handed over to your team or cannot fully resolve.

This opportunity contains a summary of a topic where AI Agent struggles, and tells you what information is missing that would allow AI Agent to resolve the conversation successfully.

For each opportunity to fill knowledge gap, you can:

• Review a summary of a topic that AI Agent is unable to resolve, and what information it’s missing
• Go directly to your knowledge to create or update guidance that addresses the knowledge gap
• Click Mark as done when the opportunity has been addressed, or Dismiss if the opportunity is no longer relevant

Resolve knowledge conflict

You'll see an opportunity to resolve a conflict when Gorgias identifies conflicting information in AI Agent's knowledge that could lead to inconsistent answers.

The opportunity shows you both pieces of content side by side so you can address the conflict, and improve AI Agent’s responses with accurate information going forward. Conflicting information may exist between different types of content, including your guidance, help center articles, and snippets from documents, single-page URLs and your store website.

For each opportunity to resolve a conflict, you can:

• Review the two pieces of content side by side.
• Read a summary of what information is conflicting.
• Edit the title and body of guidance or help center articles to update the information.
• Click Disable next to either piece of content to make it unavailable for AI Agent (or, in the case of help center articles, click  Hide to change its visibility to unlisted).
• Click Delete to remove either piece of content from AI Agent’s knowledge.
• Once chosen to edit, delete or disable content, click Resolve to finish.

Dismiss an opportunity

You can dismiss an opportunity if you don’t want to implement it. When you dismiss an opportunity, it is removed from your list of opportunities and won’t be shown again in the future.

1. From the main menu, go to AI Agent then click Opportunities.
   • If you have more than one Shopify store connected to Gorgias, use the dropdown menu to select a store.
2. Select the opportunity you want to dismiss.
3. Click Dismiss.

Export tickets related to an opportunity

For each opportunity, you can see the number of tickets related to it. Related tickets represent conversations where the opportunity would have helped AI Agent handle customers’ requests more successfully.

You can review tickets related to an opportunity directly in Gorgias, or you can export to a spreadsheet.

1. From the main menu, go to AI Agent, then click Opportunities.
2. Select an opportunity from the list.
3. At the top of the opportunity, click the highlighted # of tickets.
4. Click Export to request a .csv file with the list of tickets. You’ll receive an email from [email protected] with a link to download the file.

FAQ