Navigate AI Agent from setup to going liveUpdated 8 hours ago

You can set up and turn on AI Agent for your Shopify store from the AI Agent menu in Gorgias. Here you can train AI Agent with knowledge, test its accuracy and control the channels where your customers interact with AI.

Once AI Agent is deployed and has interacted with your customers, use insights from the Optimize page and your AI Agent reports to continuously improve AI Agent’s knowledge sources and settings. Ongoing improvement to your knowledge increases AI Agent’s effectiveness and ticket coverage.

Follow these core concepts to navigate how you set up and improve AI Agent:

• 💪 Train — onboard AI Agent with knowledge about your store
• 📏 Test — preview AI Agent’s responses for accuracy
• 🚀 Deploy — choose what channels to use AI Agent on
• 🤝 Engage — turn on features to encourage customers to interact with AI Agent
• ♻️ Optimize — monitor responses, give feedback, and improve AI Agent’s knowledge to increase its coverage and effectiveness

Requirements

• You must have an active AI Agent subscription
• You must have a Shopify store connected to Gorgias
  
  
  • AI Agent is not supported on BigCommerce, Magento or WooCommerce stores
• You must have Lead, Admin or Account Owner permissions to set up AI Agent

Train AI Agent

You can train AI Agent by giving it context and knowledge about your Shopify store. Knowledge includes sources (what AI Agent knows) like your Help Center, website and Shopify data, Guidance (how AI Agent behaves), and Actions (tasks AI Agent does).

AI Agent uses your knowledge to respond to and resolve customer requests and inquiries.

Knowledge sources

Go to AI Agent > Knowledge > Sources to manage AI Agent’s sources for your connected Shopify store(s). Here you can add knowledge sources (what AI Agent knows) so that AI Agent can respond accurately to customer questions.

Knowledge sources include your Help Center articles, your website, public URLs, and documents like .pdf, .docx, and .xlsx files. Learn more.

Make sure to also give AI Agent access to your Shopify store’s order and customer data. Learn more.

Guidance

Go to AI Agent > Knowledge > Guidance to add Guidance (how AI Agent behaves). Guidance are custom instructions — written in natural language — that teach AI Agent to follow your policies and respond to customer conversations the way you want. Learn more.

Actions

Go to AI Agent > Support Actions to create an Action (tasks AI Agent does). Actions are multi-step processes that AI Agent can complete in your connected apps, like cancel an order, process a return, or manage a subscription.

Actions combine natural language instructions with rule-based logic so you can fully control how and when AI Agent uses an Action to resolve your customers’ requests. Learn more.

Test AI Agent

Go to AI Agent > Test to test how your AI Agent responds to questions and scenarios in a controlled environment. Guidance and Actions by asking AI Agent questions in a controlled test environment to see how it responds.

Review the sources that AI Agent uses to create its response. If the response does not meet your expectations, you can improve your existing knowledge, create new Guidance, or update an Action to deliver higher quality support for similar types of requests. Learn more.

Deploy AI Agent

You can turn on AI Agent to go live across your email and chat channels (more channels soon to come).

Email

Go to AI Agent > Settings > Channels to turn on AI Agent for email. AI Agent answers inbound messages with information from your knowledge sources, resolves requests using Actions, and hands over conversations to your human team when needed. Learn more.

AI Agent also responds to email tickets that customers submit through automation features like Flows and Order Management.

Chat

Go to AI Agent > Settings > Channels to turn on AI Agent for Chat. AI Agent greets customers, answers questions with information from your knowledge sources, and hands over conversations to your human team when needed.

You can give AI Agent custom handover instructions for different scenarios on Chat, like when Chat is offline or online. Learn more.

Review & optimize AI Agent

After you go live with AI Agent, you can use the Optimize page and your AI Agent reports in Statistics to review its performance.

Review these pages to continuously improve AI Agent. Based on what you learn, you can continue to train and test AI Agent to successfully cover more of your ticket volume.

Performance

Go to Statistics > AI Agent > Overview to review a report with key metrics including AI Agent’s automation rate, automated interactions and cost savings. Learn more.

Go to Statistics > AI Agent > AI Agent to see further performance details, including first-response time (FRT), average CSAT, and insights about what type of tickets AI Agent is handling plus the outcome of those tickets. Learn more.

Go to Statistics > Shopping Assistant to see key performance metrics for AI Agent’s Shopping Assistant skills, such as influenced revenue, average order value and conversion rates. You can also see Shopping Assistant’s use of discount codes and the effectiveness of the product recommendations it gives to shoppers. Learn more.

Optimize

Go to AI Agent > Optimize to review AI Agent’s ticket coverage and success rate. Here you can explore tickets grouped by intent to identify what topics AI Agent is handling successfully and where you can improve its knowledge to better support your customers. Learn more.

Ticket feedback

Go to Tickets from the main menu, then find Closed conversations within the AI Agent shared ticket view. Here you can give direct feedback on tickets to improve AI Agent's responses for similar tickets in the future.

AI Agent settings

Go to AI Agent > Settings to customize AI Agent based on your preferences. Here you can change:

• AI Agent’s name
• Tone of voice and language settings
• Automatic ticket tagging
• Handover and exclusion topics
• Selling style and discount settings (Shopping Assistant skills)

FAQ

Where can I find automation features like Flows and Order Management?

• Flows can be found under Settings > Productivity > Flows
• Order Management can be found under Settings > Productivity > Order Management