Unveiling the AI magic in Gorgias

Discover a suite of lightspeed AI features that help your team get more done in a fraction of the time.

Respond Faster
Skip Busy work
Improve cx
Empower agents

Coming soon...

Our dedicated Machine Learning squad is currently building new AI features like:
Feature
Description
Agent co-pilot
Support agents by translating, summarizing, or adjusting the tone of a reply.
AI training center
Take control of your AI and train it on how to respond to requests.
AI query management
Identify and answer incoming emails based on the ticket contents.
AI FAQ insights
Extract your most repetitive questions to keep your automation up-to-date.
See our roadmap

Frequently Asked Questions

Are AI features free in Gorgias?

AI-powered features are available throughout the Gorgias platform. Some of these features are included in Gorgias Helpdesk, while others are part of the Automation Add-on. You don’t have to pay anything additional to use AI features, but you need to purchase Helpdesk or Helpdesk with the Automation Add-on to access all AI features across Gorgias.

How often do you ship new AI features?

We ship new AI features every quarter, but the frequency depends on feature complexity. We work continuously to develop new AI features.

How is the Gorgias AI feature set different from other AI support solutions on the market?

Many of our competitors use AI to generate answers (like ChatGPT) to replace human agents with virtual ones. However, we believe that the human touch is essential for exceptional customer success. Additionally, we have tested the generative AI approach extensively and found it to be unreliable – around 30% of query handling was incorrect or wrong. Generative AI improvises too much, which businesses cannot afford.

Our approach is more accurate. We set our AI to work under clearly defined conditions to produce specific and expected results. Agents retain full control over what their customers receive as an answer.

Are AI features included in the Gorgias Automate?

Yes, 4 AI features are part of Gorgias Automate: Auto-close spam tickets, WISMO autoresponder, Return request autoresponder, and Article recommendation.

Our AI manifesto

The problem

Most AI never shuts up, even when it’s wrong.

Most customer service AI tools generate responses to every incoming question, even if it doesn’t have a good answer.


Some tools promise AI can automate 50%+ of questions. But research shows at least 30% of AI-generated responses are off-brand, confusing, or flat-out incorrect.


Nobody wants to deal with a inaccurate AI hallucinations, especially when it’s hard to get in touch with a human. We’re committed to shipping AI that puts you in control and always provides an easy experience for your customers.

Inaccurate
Hard to talk to human
Confusing
Our approach

Gorgias uses AI to truly listen and provide the best solution.

Gorgias trains AI to identify the contact reason and tone of every message you receive. These can trigger a variety of human-approved actions, instead of generating unvetted responses from scratch.

With AI, respond to basic questions, close spam messages, bump the ticket to the top of your queue, suggest a Macro, tag the ticket, and so much more.

Our goal is to give you AI tools that are predictable, consistent, and effortless. You’ll always have control over what your customers see. And no matter what new tools we build, we’ll always make it easy for your customers to talk to a real human.

Consistent
Effortless
Have control
Easy to talk to human
Gorgias

Ready to speed up your customer service with the power of AI?