Intro to AI Agent for SupportUpdated a month ago
AI Agent is an autonomous support assistant designed specifically for ecommerce brands. Trained on your store’s Shopify data, policies, and brand guidelines, AI Agent responds to customer emails with personalized, high-quality answers — freeing up valuable time for your team to focus on more impactful conversations.
When AI Agent receives a question from a shopper, it decides whether it can reply with a relevant response, complete an action (like cancel an order), or close the ticket if it detects spam. If AI Agent cannot provide a response, it either asks for more information or hands-off the ticket to your human team.
Requirements to use AI Agent
- You must have an active Automate subscription
- You must have a Shopify store connected to Gorgias
- AI Agent is not supported on BigCommerce, Magento or WooCommerce stores
Customizable, no code setup
You can start using AI Agent without any code or complex configurations. Use a plug-and-play setup to onboard AI Agent with your brand voice, product knowledge and policies, just like a real support agent.
AI-powered responses
AI Agent provides timely responses to customer emails based on a wide range of knowledge sources specific to your brand:
- Shopify order data
- Your Help Center
- Public webpages
- Custom Guidance
- Handover instructions and excluded topics
- Macros
As your help content, product knowledge and guidance get better, so does AI Agent — along with your automation rate.
Custom Guidance
You stay in full control of how AI Agent behaves in specific scenarios. Give AI Agent custom Guidance to ensure that each interaction with your customers reflects your brand’s values, policies and tone.
For example, might instruct AI Agent on what to do when a shopper asks for a return or an exchange. Or you might give specific instructions for when a shopper mentions a damaged item.
Visible on your Help Desk
AI Agent is trained on your store’s order data and brand-specific knowledge to ensure it answers questions correctly and avoids “hallucinations”. But you can also keep tabs on AI Agent and monitor how it handles conversations in a dedicated ticket View on your helpdesk.
Measure AI Agent’s performance
You can see how AI Agent is making an impact on your CSAT, first response and resolutions times in the Agent Performance report. As AI Agent learns and receives feedback, use the Automate Overview report to see AI Agent’s impact on your automation rate.
Customer experience with AI Agent
AI Agent holds complete, natural conversations with your customers in multiple languages. It understands complex inquiries, asks follow-up questions for clarity, and offers full solutions by pulling data from Shopify and other ecommerce tools to perform Actions and resolve inquiries.
- AI Agent responds to queries in real-time, improving your first response and resolution times, and creating a positive experience for customers
- AI Agent smartly hands over tickets to your human team. Even when it doesn’t resolve tickets fully on its own, AI Agent gathers information upfront for an easy resolution
Get started
- Don't have Automate? Book a demo to see AI Agent in action.
- Already an Automate subscriber? Read more about how to set up AI Agent or join a webinar to get started.
- Read our playbook on Setting up AI Agent for success
FAQs
What languages does AI Agent support?
AI Agent is able to write messages and respond to customers in any language that our large language model (LLM) supports — over 80+ languages.
In order for AI Agent to form the best possible response in another language, there are a few considerations:
If you choose to connect a Help Center to AI Agent, we strongly recommend that you have articles written in English (US or GB). This does not mean that you cannot also have articles written in another language, only that you should have an English version published for AI Agent to form the best response.
If you give AI Agent access to a Macro, the Macro should be in English. Learn more about how AI Agent uses Macros.
If you write Guidance for AI Agent, we recommend you write it in English for optimal results.
If you connect AI Agent to a public webpage (URL), the webpage can be written in any language
Can I use AI Agent with multiple stores?
Yes. Each Shopify store connected to Gorgias can set up and configure AI Agent to respond to and resolve customer emails.
One limitation to be aware of: each store must have its own unique email. AI Agent uses an email address to respond to customers. But it also uses this same email to identify which Shopify store to interact with, and which settings to apply to its behavior when handling messages.
If you use the same email address for multiple stores (for example, [email protected] for stores A, B and C), then you can only set up AI Agent with that email address for only 1 of your stores.
How does AI Agent handle emails with multiple recipients?
AI Agent is not able to “Reply All” to an email. If AI Agent receives an email with more than one recipient (multiple persons in the To, CC and/or BCC fields), only the sender of the email will receive a response.
Can AI Agent read images, video or other embedded media?
No, AI Agent cannot read images, videos or other embedded media on a webpage that it has access to — only text-based information.
We recommend making Help Center articles, Guidance, or uploading PDFs in AI Agent's settings with any critical information that AI Agent may need access to.
Similarly, AI Agent cannot read images, files or attachments that customers share in ticket conversations on Email or Chat.
