Meet your newest teammate: AI Agent

Gorgias’s AI Agent is an extension of your team. Just like a new support agent, AI Agent can:

• Learn all your support processes and policies
• Answer tickets in your brand’s tone of voice
• Perform Actions in Shopify and other tools for full resolutions
• Escalate tickets when it cannot confidently answer

While AI Agent instantly resolves your repetitive support volume (on email, Contact Form, and Chat), your team is free to focus on high-impact conversations, VIPs, escalated tickets, CX strategy, and all the other important projects that you’ve had to deprioritize because you’re busy answering routine tickets.

Brands using AI Agent have noticed improvements across the board. AI Agent is consistently a top performer in First Response Time (FRT), Response Time (RT), and Customer Satisfaction Score (CSAT). 

➡️ Learn how AI Agent has helped Psycho Bunny and Baby Gold increase automation and improve efficiencies for their teams. 

How does AI Agent work? 

When a new email, Contact Form, or Chat ticket hits your inbox, AI Agent analyzes the ticket to understand if there are relevant instructions and answers in your Macros, Help Center, and Guidance — more on those later.

If AI Agent is confident about the right answer and process, it instantly sends a response and takes the necessary Actions outlined in your instructions. If AI Agent is not 100% confident in the answer, it will escalate the ticket to your human team. 

AI Agent will also share the reasoning behind its answer inside the ticket view. You can also provide feedback, continuously improving the AI’s accuracy in future tickets. 

Managing AI Agent is like working with a new agent:

• Onboard: Teach the AI your processes and brand voice
• Automate: Let the AI start handling tickets in your inbox 
• Observe: Keep a close eye on the quality of the AI’s response
• Coach: Give feedback to continually improve the AI’s accuracy

Let’s get started and learn how to Onboard your AI Agent!

To start setting up AI Agent, log into your Gorgias account. Head to the Automate tab and select AI Agent in the left-hand sidebar. If you have multiple stores connected, start with the AI Agent associated with your highest-volume store.

Update your Shopify permissions

First, ensure that your Shopify integration is updated before you begin. This is a crucial step for enhancing AI Agent’s performance because it grants access to Shopify fulfilment events, allowing you to address order-related inquiries. 

To update your Shopify integration: click on the link provided in the pop-up right below the Configuration tab. 

➡️ Learn more about how to update your Shopify permissions for AI Agent. 

Connect your email, Chat, and Help Center

Once you confirm your Shopify integration is updated, connect your email address, Chat, and Help Center to AI Agent in the Configuration tab.

Your Help Center, which powers AI Agent’s knowledge, is in the “Knowledge” tab. Head that way to connect your existing Help Center — it’s okay if your Help Center isn’t perfect yet; that’s what the next chapter of this playbook will cover. 

If you don’t have a Help Center yet, you’ll be prompted to create one in 3 simple steps.

As you can see in the image above, you can also link a URL (like an FAQ page on your website) to complement the knowledge in your Help Center.

➡️ Learn more about how to optimize your Help Center for AI Agent.

Specify your tone of voice

AI Agent is an extension of your team and should speak like a representative of your brand. You can specify the AI Agent’s tone of voice with one of three preset voices (Friendly, Professional, or Sophisticated). 

You can also set a custom tone of voice, giving detailed information from your brand style guide, including elements like emoji usage, keywords and phrases to use, and much more.