Gaia explainedUpdated 3 hours ago
Who can use this feature?
Improving your AI Agent's performance means knowing where your setup has gaps, which skills are causing unnecessary handovers, and what's holding your automation rate back — analysis that's easy to put off when your support queue is full.
Gaia — short for Gorgias Artificial Intelligence Agent — is a coaching agent built directly into your helpdesk. It reads your skills, knowledge, and recent tickets, surfaces what's missing or underperforming across your AI Agent setup, and drafts targeted changes for you to review and approve.
In this article:
- What you can do with Gaia
- Start a conversation with Gaia
- What Gaia doesn't do
- Frequently asked questions
What you can do with Gaia
Gaia can help with several types of AI Agent coaching tasks. Not sure where to start? Ask Gaia: "What can you help me with?" to get started.
Audit your AI Agent setup
Gaia reads your skills, knowledge, and recent tickets. It identifies where coverage is missing, which intents are causing unnecessary handovers, and which skills have low automation rates. It then returns a prioritized list of suggested improvements.
Example: "Audit my AI Agent setup and tell me what can be improved."
Diagnose problems using specific tickets
If AI Agent is struggling with a particular type of request, paste in ticket links for Gaia to analyze. It identifies what the tickets have in common and proposes changes to address the root cause.
Example: "AI Agent seems to be struggling with these tickets. Can you assess what might be happening?" [paste ticket links]
Create a skill for a topic that isn't covered
If customers are asking about something your AI Agent doesn't handle yet, Gaia can draft a new skill grounded in your real ticket data. You can also create a skill manually.
Example: "We keep getting questions about warranty claims and we don't have a skill for this. Can you draft one?"
Improve a skill that isn't performing
A skill that isn't working usually shows up as a high handover rate, a low automation rate, or a recurring pattern of similar tickets that aren't being resolved. You can see how each skill is performing in the Skills page. Tell Gaia which skill is the issue and what you're observing. It looks at the tickets that triggered that skill, identifies what's being missed, and proposes specific edits for you to review.
Example: "This Returns skill has a 42% success rate. Help me improve it."
Convert guidance into skills
Some guidance grows into detailed procedures better suited as skills, describing how to handle a specific request type rather than serving as general reference knowledge. Converting it manually means reviewing your guidance one by one. Gaia identifies which guidance is ready to convert, drafts the replacement skills, and deactivates the originals once you approve.
Example: "Review my existing guidance and convert what you can into skills."
Add an action to a skill
Support actions connect AI Agent to the apps you use — like Shopify, a returns portal, or a subscriptions platform — so it can do things like look up an order, process a return, or modify a subscription without a human agent stepping in. Actions are linked to skills: when a skill handles a request that needs live data or a real change in another app, the linked action runs automatically.
If you want AI Agent to take a specific action as part of handling a customer request, tell Gaia what you need. It will draft the action and link it to the appropriate skill for your review.
Example: "I want AI Agent to check order status before answering."
Start a conversation with Gaia
Select Ask Gaia at the bottom of the main menu, or press ⌘G (Mac) or Ctrl+G (Windows) to start a conversation. Describe what you need from Gaia in your own words. There are no specific commands or format required to interact with it.
For more on using Gaia, including how to review and approve proposed changes, see How to use Gaia to improve your AI Agent setup.
What Gaia doesn't do
Gaia is built to help you optimize your AI Agent by improving how it handles customer requests through your skills, guidance, intents, and support actions. It doesn't configure the rest of your Gorgias account or replace your support team.
What Gaia can't help with:
- Helpdesk settings — configure channels, routing rules, macros, views, and tags in Settings
- Billing, plan changes, and account management — contact Gorgias support
- Technical bugs or service outages — contact Gorgias support
- Social channels, Voice, and WhatsApp — Gaia's coaching only applies to channels where AI Agent is active
Frequently asked questions
Is Gaia the same as AI Agent?
No. AI Agent handles your customer conversations automatically. Gaia is a coaching tool that helps you improve how AI Agent performs by analyzing your skills, knowledge, and ticket data, and proposing targeted changes for you to review and approve.
Does Gaia make changes to my setup automatically?
No. Every change Gaia proposes requires your explicit approval before it goes live. Gaia never modifies your skills, guidance, or actions without your review. For details on how the review and approval flow works, see How to use Gaia to improve your AI Agent setup.
Can Gaia draft replies to customers?
No. Gaia is focused on your AI Agent configuration — improving skills, guidance, and actions. It doesn't draft or send customer-facing messages.
What does Gaia read when analyzing my setup?
Gaia reads your skills, knowledge, and recent ticket data from your Gorgias account. It uses this to identify coverage gaps and performance issues in your AI Agent setup.
How often should I use Gaia?
Gaia is most useful when something changes: you launch a new product, notice a dip in your automation rate, or start seeing a surge in a particular type of ticket. It's also a good starting point if you've never audited your AI Agent setup before. There's no fixed cadence, but the more regularly you use it to stay on top of your setup, the better your AI Agent will perform over time.
