The customer is answered
It reads the way your team writes, because that is where it came from. No queue, no wait, and no reason to go asking for a person.
Moving off Gorgias AI Agent
GorgiasAIAgentwritesitsownanswers.Thatisthepartthatgoeswrong.
You run Gorgias with AI Agent on your ecommerce support. Automatifie answers from what your team has already told customers, so fewer people push for a person and fewer conversations land on your agents. When the match is not certain, a person takes over first. Gorgias generates the reply behind its own guardrails, and there is no supported way to replace that step from outside.
We will get back to you about setting it up on your support history. By submitting you agree to our Privacy Policy and Terms of Use.
What Gorgias AI Agent teams run into
Guidance that has grown into a rulebook nobody can hold in their head, and answers that still land wrong.
What Gorgias lets you change
A lot, and it is well built. AI Agent answers only from verified sources, you can write up to 100 pieces of Guidance in plain language, topics can be excluded or forced to a human, and every response passes a second model's QA check before it sends.
Why we cannot sit behind it
The QA check is a good idea and it is the same instinct we have. But it grades text the agent has already written, and the two things we check are different: whether your team has answered this before, and whether that answer is about the same thing this customer asked about. A confidence score on generated prose cannot answer the second. And either way, Gorgias does not let an outside service supply the reply.
Source: Gorgias, how AI Agent works
How it works with Gorgias AI Agent
- 01
We work out what was really asked
"How much is it?" on its own means nothing. Read against the chat so far it means "how much is the yearly plan". That is the question we go looking for.
- 02
We find how your team answered it before
Not a help article. The reply one of your own agents sent to that question, out of your support history. There is nothing for you to write first.
- 03
We fill in this customer's real details
Their order, their plan, their delivery date, read live out of your system and dropped into the reply by code. The model never writes those values, so it cannot invent one.
- 04
Two checks before anything sends
Is there a close enough answer, and is it about the same thing this customer asked about. A similarity score can only tell you the first one.
Then one of two things
A person picks it up
Before the customer ever sees a guess. Your agent gets the draft, the history and the reason it stopped.
76-90%what bot vendors advertise41%what really gets solvedHow many customer questions an AI support bot actually settles end to end, next to the number on the brochure.
Questions we get asked
- We already have guardrails. Why change?
- Guardrails filter what the agent wrote. We change what gets written: the wording comes from a reply your team already sent, and the order, plan or delivery date is read out of your system by code rather than produced by a model.
- Does this work for ecommerce specifically?
- The pattern fits it well, because ecommerce questions repeat heavily and the details that must be right — order status, delivery date, return window — are exactly the ones we fill in by code instead of generating.
- What about our 100 pieces of Guidance?
- Most of it is a written record of how your team answers things, which is what the answer base already holds. What genuinely is policy rather than phrasing stays as an explicit rule.
- Is moving worth it?
- Only if the wrong answers are costing you more than the move. Tell us your volume and how often AI Agent hands over, and we will tell you honestly.
Stop the wrong answers reaching your Gorgias AI Agent customers
Tell us what your setup looks like and we will walk you through how this fits, or tell you honestly if it does not.
We will get back to you about setting it up on your support history.