TL;DR:

• AI Agent is getting more accurate every month: It’s improved 14.9% this year thanks to better LLMs, constant updates, and user feedback.
• It writes more correctly than most humans: With a 4.77/5 language score, it’s nailing grammar, tone, and clarity better than human agents.
• It’s empathetic, too: AI Agent now shows more empathy and listens better than human agents.
• Brands are gaining confidence fast: Quality scores jumped from 57% to 85% in just a few months, and CX teams are noticing.
• Customers are almost as happy with AI as with humans: AI Agent’s CSAT is just 0.6 points shy of human agents’ average CSAT.

Handing trust over to AI can be intimidating. One off-brand reply and you undo the reputation and customer loyalty you’ve worked so hard to build. 

That’s why we’ve made accuracy our top priority with Gorgias AI Agent.

For the past year, the Gorgias team has been hard at work fulfilling the pressing  demand for accuracy and speed. AI Agent is getting smarter, faster, and more reliable, and merchants and their customers are happier with the output. 

Here’s the data.

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AI Agent delivers more accurate answers than ever

This year, AI Agent’s accuracy rose from 3.55 to 4.08 out of 5, a 14.9% improvement from January. This average score is based on CX agents' ratings of AI Agent responses in the product, on a scale of 1 to 5.

In the past year, we’ve improved knowledge retrieval, added new integrations, expanded reporting features, and asked for more feedback in-product.

We saw the steadiest leap in July, right after the release of GPT-5. AI Agent began reaching levels of consistency and accuracy that agents could trust.

AI Agent writes with more linguistic precision than humans

Clear, easy-to-understand language helps people trust what they’re reading. Website Planet found that 85% more visitors bounced from a page when typos were present. That’s why we’ve made it a priority for AI Agent to respond to customers with correct grammar, syntax, and tone of voice. 

The efforts have paid off: AI Agent scores a high 4.77 out of 5 in language proficiency compared to 4.4 for human agents. The result is error-free messages that are easy to read and consistent with your brand vocabulary.

AI Agent shows that empathy can be scaled

Accuracy isn’t just about saying the right thing; it’s also about how a message lands. For that reason, we track AI Agent’s communication quality. Did it reply with empathy? Did it exhibit active listening and respond with clear phrasing?

Recently, AI Agent is even scoring slightly above humans with 4.48 out of 5 in communication, compared to 4.27. This means AI Agent captures the nuance of every message by considering the background context and acknowledging customer frustration before it gives customers a solution. 

AI Agent resolves every part of a customer’s question

What happens when a ticket ends without a clear answer? Customers feel neglected and leave the chat still unsure. This can make your brand look out of touch, leaving customers with the lingering feeling that you don’t care.

But don’t worry, we built AI Agent to close that loop every time: AI Agent’s resolution completeness score sits at a perfect 1 out of 1, compared to 0.99 out of 1 for human agents. 

In practice, this means customers feel cared for and understood, while your team receives fewer follow-ups, giving them more time to focus on strategic, high-priority tasks.

Read more: A guide to resolution time: How to measure and lower it

Brand confidence is on the rise

Building a great product is a two-way conversation between our engineers and the people who use it. We listen, review feedback, ship changes, and measure what improves.

From January to November 2025, AI Agent quality rose from about 57% to 85%. August was the first big step up, and September kept climbing. Brands are seeing fewer low-quality or incorrect answers and more steady decisions.

This is proof that merchants and their shoppers are witnessing the improvements we’ve been making, for the better.

Related: The engineering work that keeps Gorgias running smoothly

Shoppers are rating AI support almost as high as human support

At the end of the day, what matters is how customers feel when they talk to support. Do they trust the answer? Do they find it helpful? Are they running into more friction with AI than without it?

Our data shows that customers are appreciating AI assistance more and more. Since the start of 2025, AI Agent on live chat has gotten a CSAT score 40% closer to the average CSAT of human agents. For email, the gap has narrowed by about 8%.

The goal is to eventually achieve a gap of zero. At this point, AI’s support quality is indistinguishable from that of humans. To get there, we’re focusing on practical improvements like accuracy, clear language, complete answers, and better handoff rules.

How we measure CSAT gap: The CSAT gap is calculated by subtracting AI CSAT from human CSAT. When the number is closer to zero, AI is catching up. When it’s negative, AI is still below human results.

Reliable AI interactions start with accuracy

Behind every accurate AI reply is a team that cares about the details. AI Agent doesn’t make up answers—it follows what you teach it. The more effort your team puts into maintaining an up-to-date Help Center and Guidance, the better the customer experience becomes.

As we look ahead to 2026, we’re focused on fine-tuning knowledge retrieval logic, refining Guidance rules, and continuously learning from feedback from you and your customers.

We’re proud of the strides AI Agent continues to make, and can’t wait for more brands to experience the accuracy for themselves.

Want to see how AI Agent delivers exceptional accuracy without sacrificing speed? Book a demo or start a trial today.

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TL;DR:

• Fast ≠ good. Chasing faster replies without accuracy or empathy leads to frustrated customers, burned-out agents, and declining CSAT.
• Speed-only AI backfires. Quick but wrong responses damage trust and increase ticket volume.
• Train your AI like a new hire. The best results come when AI learns your tone, workflows, and policies—not when it’s treated as plug-and-play.
• Balance speed with quality. Brands like Boody, Cocorico, and TUSHY show that when AI is trained thoughtfully, teams can scale automation and keep the human touch.
• Adopt an accuracy-first mindset. The future of CX belongs to brands that prioritize reliability, empathy, and consistency over being the fastest.

Speed gets all the glory in customer support. The faster the reply, the happier the customer. That’s not always true. When CX teams chase response times at the expense of accuracy or empathy, they often end up with the opposite effect. Frustrated customers, burned-out agents, and slipping CSAT are common when speed is the only priority.

As more teams adopt AI tools that promise instant results, the risk grows. Quick responses mean nothing if they’re wrong or robotic. 

In this post, we’ll unpack why “fast” doesn’t always mean “good” and how an accuracy-first approach to AI leads to better support, and stronger customer relationships in the long run.

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The speed trap: why CX teams fall for it

Response time has become the go-to measure of “good” support. Dashboards light up green when messages are answered in seconds, and teams celebrate shaved-down handle times. 

But focusing on speed alone can create a dangerous blind spot.

When “fast” becomes the only KPI that matters, CX leaders make speed-at-all-costs decisions. They may roll out untrained AI tools, overuse canned replies, or push agents to close tickets before solving real problems.

On paper, the metrics look great. In reality, customer sentiment quietly drops.

It’s no surprise that 86% of consumers say empathy and human connection matter more than a quick response when it comes to excellent customer experience. 

Fast support might satisfy your dashboard, but thoughtful, accurate service is what satisfies your customers.

Pitfall #1: Maximizing speed and sacrificing quality

A chatbot replies instantly, but gives the wrong answer. The customer follows up again, frustrated. Now your ticket volume has doubled, your agents are backlogged, and the customer’s confidence in your brand has dropped.

That’s the hidden cost of speed-first support. When teams prioritize quick replies over correct ones, CSAT falls, costs rise, and trust erodes. Customers remember the experience, not the timestamp.

They want to feel understood and confident that their issue is solved. A fast reply that misses the mark doesn’t deliver reassurance, empathy, or clear next steps. It’s not speed they value. It’s resolution, accuracy, and a sense that someone genuinely cared enough to get it right. 

Bad AI answers sting more than slow ones because they feel careless. Especially when they repeat the same mistakes. Accuracy builds credibility; speed without it breaks it.

How Boody delivers high-quality replies while maintaining speed

Boody, for example, found the balance. With AI trained on their tone of voice and workflows, they reduced response times from hours to seconds while maintaining a high CSAT score and freeing agents for meaningful work. 

The bamboo apparel brand uses Gorgias AI Agent to reassure the customer that someone is on the way to help, especially for urgent situations. It’s been instrumental in collecting preliminary information for more nuanced situations, like photos and product numbers for warranty claims.

As Boody’s CX Manager, Myriam Ferraty, explained the key is using AI to provide instant low-effort answers when customers need a prompt response. 

“If a customer reaches out about product feedback or issues, AI Agent prompts the customer to give us all the information we need. When an agent gets to the ticket, they can jump into solution mode right away.” —Myriam Ferraty, CX Manager at Boody

Boody found a way to avoid the “fast but frustrating” trap by pairing speed with quality, and the numbers prove it:

• 99.88% faster first-response times: Boody’s AI Agent reduced average response times from 7 hours to just 31 seconds.
• 9+ hours shorter resolution times: Within one month of implementation, resolution times dropped significantly while accuracy stayed high.
• 26% of all interactions handled by AI: Their AI agent took on repetitive queries, freeing human agents for higher-value conversations.
• 10% revenue lift from support: With agents focused on community engagement and brand experience, customer interactions began driving measurable revenue.

These results show what happen when CX teams train AI thoughtfully, it can becomes a trusted extension of the support team, instead of only increasing speed booster.

Takeaway: Fast and good is possible, but only when your AI is trained, guided, and measured for precision, not just speed.

Read more: How CX leaders are actually using AI: 6 must-know lessons

Pitfall #2: Treating AI as plug-and-play

Many CX teams expect AI to “just work” out of the box. They install a shiny new tool, flip the switch, and hope it starts solving tickets overnight. But AI isn’t a magic button. It’s a new team member. And like any new hire, it needs training, context, and feedback to perform well.

Untrained AI can quickly go off-script. It might give inconsistent answers, slip into the wrong tone, or worse, hallucinate information altogether. The consequences are confused customers, damaged trust, and more cleanup work for your human agents.

AI performs best when it’s trained on your brand voice, policies, and knowledge base. The best CX teams don’t settle for default settings or cookie-cutter templates. They invest time to train their AI. That’s what turns it from a generic chatbot into a genuine brand representative.

How Cocorico’s well-trained AI led to customer trust (and laughter)

Cocorico, a French fashion brand, shows what this looks like in practice. Instead of setting AI loose, their team invested time in teaching it how to communicate naturally and on-brand. Within just a few months, they achieved:

• 48% automation rate, handling nearly half of all customer requests.
• 22-second average first-response time, without losing personalization.

At first, Cocorico’s Ecommerce Manager, Margaux Pourrain, admitted she was hesitant to trust AI, “We were apprehensive about launching AI. On the technical side, I thought, ‘Would the AI respond professionally? Would it respond appropriately? Could it create more work by requiring constant verification?’ On the customer experience side, I was nervous it would feel impersonal.”

Her doubts didn’t last long. Once trained on Cocorico’s workflows and brand tone, AI transformed how the team engaged with customers, “AI Agent responds so personally that customers often don’t realize they’re talking to AI. We’ve even seen customers interacting playfully and joking around with Maurice.”

Takeaway: With proper training and oversight, AI can become a trusted teammate that enhances customer experience rather than diluting it.

Read more: How AI Agent works & gathers data

Pitfall #3: Losing the human touch

When CX teams chase faster replies above all else, it’s easy to forget that great support involves connection. Agents and AI start focusing on closing tickets instead of solving problems.

Speed-only goals create fast but flat experiences that technically help customers but don’t feel human.

Over-automation can strip away the warmth and personality that make a brand memorable. Customers might get an answer in seconds, but if it lacks empathy or context, trust takes a hit. Research supports that brands that prioritize emotional intelligence in support interactions see stronger loyalty and retention rates.

How TUSHY keeps their AI playful, not robotic 

TUSHY, the bidet brand known for its witty tone, took a more thoughtful approach to automation. With Gorgias Shopping Assistant, pre-sale questions about compatibility, installation, and recommendations are handled automatically. This frees up human agents to focus on relationship-building conversations.

As Ren Fuller-Wasserman, TUSHY’s Senior Director of Customer Experience, explained, keeping conversations authentic was central to their approach:

“Too often, a great interaction is diminished when a customer feels reduced to just another transaction. With AI, we let the tech handle the selling, unabashedly, if needed, so our future customers can ask anything, even the questions they might be too shy to bring up with a human. In the end, everybody wins!”

That human touch has paid off. TUSHY’s Shopping Assistant mirrors their playful brand voice and delivers real results:

• +20% increase in chat conversion rate overall
• 81% higher conversion rate compared with human agents
• 13× ROI from the Shopping Assistant investment

“Shopping Assistant has been a game-changer for our team, especially with the launch of our latest bidet models,” Fuller-Wasserman said. “Expanding our product catalog has given customers more choices than ever, which can overwhelm first-time buyers. Now, they’re increasingly looking to us for guidance on finding the right fit for their home and personal hygiene needs.”

Takeaway: Automation shouldn’t erase your brand’s humanity, it should amplify it. When AI is trained to reflect your tone and values, it can boost both efficiency and emotional connection.

The smarter path forward: accuracy-first AI

The future of customer support doesn’t involve being the fastest. Instead it means being the most reliable. Accuracy-first AI reframes automation from a race to respond into a strategy to build trust.

When customers get the right answer, in the right tone, every time, they’re more likely to stay loyal, even if it takes a few seconds longer.

So what does accuracy-first AI actually look like?

• Starts with training and clear guardrails: Like any new team member, your AI needs onboarding. These guardrails include context, escalation rules, and examples of what “great” looks like.
• Learns from past tickets and feedback: Continuous improvement keeps your AI sharp and aligned with evolving customer expectations.
• Reflects your tone and knowledge base: Every response should sound like you, not a generic script.
• Complements instead of replaces human agents: AI should take the repetitive load so humans can focus on empathy, problem-solving, and connection.

Accuracy-first AI is a mindset shift. Teams that treat AI as a coachable teammate, not a plug-and-play tool, will unlock faster resolutions and higher CSAT in the long run.

Read more: Coach AI Agent in one hour a week: SuitShop’s guide 

Build for accuracy, instead of speed

Speed might win you a customer’s attention, but accuracy is what earns their trust. Fast replies mean little if they’re wrong, off-brand, or robotic. The real differentiator in modern CX isn’t how quickly you respond, it’s how effectively you resolve issues and make customers feel understood.

AI should enhance your team’s expertise, not replace it. Train it on your tone, coach it like a new hire, and measure it on quality as much as efficiency.

The brands that will thrive in the AI era won’t always be the fastest. They’ll be the most reliable, human, and consistent. 

Looking for AI-led support that’s fast and human? Book a demo with Gorgias to see how accuracy-first automation can elevate your support.

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TL;DR

• Conversational commerce builds trust. Real-time conversations replace static help pages with authentic interactions that drive confidence and loyalty.
• bareMinerals boosted conversions by 5%+ using Gorgias Shopping Assistant to guide shade matching in real time, and saw zero returns on AI-assisted purchases.
• Tommy John reduced wait times and grew revenue, automating post-purchase updates while freeing agents to focus on higher-value, relationship-driven support.
• Orthofeet and Arc’teryx proved conversations convert. Chat turned returns and product questions into loyalty- and revenue-building moments.

You’re seconds away from hitting “buy now,” but one last question nags at you: does this shade actually match my skin tone? You open a live chat, only to be met with a bot that pastes a help-center article. So you close the tab.

Today’s shoppers crave immediacy and authenticity. They expect real answers, not ticket numbers. Yet too many ecommerce brands still rely on static FAQs, delayed email replies, or chatbots that feel anything but conversational. The result is often missed sales, frustrated customers, and eroding loyalty.

Conversational commerce bridges that gap. By meeting customers where they are, in real time and on their terms, brands can turn every interaction into an opportunity to build confidence and connection.

In this post, we’ll explore how leading ecommerce brands use Gorgias to strengthen trust and loyalty through real-time conversations across the entire customer journey, from discovery to delivery and beyond.

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What is conversational commerce (and why it’s the future of ecommerce)

Conversational commerce is the blending of conversation and shopping. Instead of forcing customers to navigate pages, FAQs, or documents, brands engage shoppers in real time through natural, two-way dialogue. This usually takes place over:

• Chat
• SMS
• Social media DMs
• Voice assistants

Unlike traditional live chat, you meet customers wherever they are. Conversational commerce easily switches across channels (chat, SMS, Instagram, WhatsApp, etc.) while preserving context, tone, and personalization. 

The goal is to make every interaction feel as natural as a text with a friend, but with the power to guide a purchase, resolve an issue, or suggest a product.

So, how are top brands putting conversational commerce into practice to build real trust? Let’s dive into four examples.

bareMinerals builds confidence to purchase with product guidance

Imagine browsing foundation shades late at night, unsure which one will suit your skin tone. That hesitation is often enough to make a shopper abandon their cart.

That was the challenge for bareMinerals. More than half of their incoming support tickets were product questions. Many of them were about shade matching, formulation updates, or discontinued SKUs.

They needed a way to replicate the helpfulness of a beauty advisor you can call on as you browse a store.

So bareMinerals brought in Shopping Assistant, an AI-powered virtual beauty consultant built to answer product-discovery questions in real time.

It integrates with their Shopify catalog (so it never suggests out-of-stock items), trained on the nuances of context, product benefits, and discontinued color conversions.

Here’s what happened within 30 days:

• Increased conversions: bareMinerals saw a 5%+ conversion uplift and a 5.5% increase in average order value (AOV).
• No returns: There were zero returns on AI-influenced purchases during that first month, even within a standard 30-day return window.
• Increased ROI: It generated 8.8x ROI and accounted for ~3.9% of gross merchandise volume (GMV).
• Happier customers: CSAT on AI-handled tickets outpaced human agents (AI: 5.0 vs. human: 4.6). Plus, bareMinerals’ CX team now reviews AI conversations to train human agents on phrasing, tone, upselling moves, and recognizing intent.

Takeaway: By offering real-time, contextual product guidance that mirrors an in-store consultant, bareMinerals eliminated guesswork, reduced returns, and strengthened trust before a single purchase is finalized.

Tommy John relieves post-purchase anxiety with instant order updates

One of the most anxiety-inducing moments for any shopper? Waiting for their order. Questions like “Has my order shipped yet?” or “Where’s my package?” often lead to multiple back-and-forth contacts, burdening support and testing customer patience.

Underwear brand Tommy John experienced this firsthand. Their CX team felt the strain of repetitive, predictable post-order questions, which could be better spent on complex cases. The team needed an automated fix without a huge lift, and so they adopted AI Agent.

AI Agent handled the bulk of their routine tickets, pulling from order data and pre-configured guidance to reply instantly without agent involvement.

See how AI Agent instantly jumped in to help a customer who needed to change their address:

The impact was immediate:

• Faster resolution times: Many customers receive real-time status updates without the wait time.
• Reduced ticket load: Agents no longer spend time on repetitive, low-value queries.
• More bandwidth for agents: Agents can focus on complex issues or proactive outreach.
• Revenue impact from support: Within just two months, support-driven sales from phone calls alone reached $106K+, with 20% of calls converting into purchases.
• Customer and team satisfaction: Average phone wait times dropped (~34% improvement), CSAT climbed, and agents unanimously preferred Gorgias over their legacy tools.

Takeaway: Post-purchase communication is a trust moment. Fast, accurate, and proactive responses reassure customers that their order matters.

Orthofeet maintains trust with a speedy returns process

Returns are often a brand’s biggest trust test. When a customer navigates through the hassle of a return, they’re watching closely: Is this going to be smooth and transparent, or frustrating and impersonal?

Orthofeet, a leading orthopedic footwear brand knew this too well. Before Gorgias, their CX stack was disjointed, a combination of Freshdesk, Dialpad, and outsourced chat. As they grew, this meant tickets piled up without central visibility. They needed a tool that gathered every piece of context in one place. 

That’s when they implemented AI Agent. As AI Agent handled tier-1 queries, like validating return eligibility under Orthofeet’s policy and directing customers to the returns portal, agents gained more time to focus on VIP customers, nuanced issues, and phone conversations.

The results were powerful:

• Automated workflow: They automated 56% of tickets in under two months, far exceeding their original target.
• Faster response times: Email first-response times dropped from ~24 hours to 35 seconds; chat FRT improved from minutes to 13 seconds.
• Stable headcount: The team could maintain high growth while keeping headcount stable, all while elevating service quality.
• Customers became AI champions: Customers embraced the AI-driven experience. One even sent a handwritten note praising their “friendly” and “helpful” AI.

Takeaway: Conversational commerce helps you blend technology and humanity to deliver scalable, emotionally resonant support. Even when things go wrong, a thoughtful conversational experience can repair, rather than erode, trust.

Arc’teryx increases conversions with personalized recommendations

Conversational commerce can create selling moments inside conversations you already have with shoppers. 

Arc’teryx, known for its technical outdoor gear, wanted to guide customers choosing between products like the Beta AR and Beta SL jackets. With Shopping Assistant, they turned real-time product questions into opportunities to upsell, cross-sell, and educate.

When shoppers linger on a page or ask for comparisons, the AI offers quick, tailored recommendations, suggesting the right jacket, complementary layers, or accessories. The result? More confident buyers and higher-value orders.

The results speak volumes:

• Increase in conversions: Arc’teryx achieved a 75% increase in conversion rate (from 4% to 7%) after rolling out Shopping Assistant.
• Influenced revenue: The tool influenced 3.7% of overall revenue, meaning conversations directly drove meaningful sales.
• Substantial ROI: They also saw 23x ROI on their AI Agent investment. 

Takeaway: Smart, conversational prompts transform everyday chats into meaningful sales moments,  proving support channels can drive revenue, not just resolve tickets.

Trust is the new conversion metric

Every conversation is a chance to earn (or lose) trust. Whether it’s helping a shopper find their perfect shade, tracking an order, or smoothing out a return, conversations can turn moments of uncertainty into opportunities for connection.

Brands like bareMinerals, Tommy John, Orthofeet, and Arc’teryx prove that conversational commerce builds stronger relationships, higher retention, and measurable revenue.

The future of ecommerce will revolve around conversations that create trust at every click.

If you want to see how Gorgias can bridge support and sales for you, book a demo today.

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TL;DR:

• Get instant context with Ticket Summaries. Jump into any conversation without digging through past messages or tabs.
• Organize tickets and customers with Ticket and Customer Fields. Attach properties to tickets and customers to see the whole picture, then turn it into reportable data.
• Support global customers with real-time translations. Engage in natural conversations in your customer’s language without paying for another tool.
• Resolve urgent issues with Priority Scoring. Rank tickets by importance, so high-value or sensitive issues don’t get overlooked.
• Onboard quickly with in-house migration. Whether you’re coming from Zendesk or Richpanel, Gorgias handles the move for you.

We recently unveiled the latest upgrades to Gorgias Helpdesk during Moments that Matter: Meet the Modern Helpdesk. 

The event was hosted by Bora Shehu, VP of Product Design, with updates from John Merse (VP of Product), Fraser Bruce (Senior Solutions Consultant), Nicole Simmen (Senior Manager, Customer Implementation), and a customer story from Michael Duran (Operations Manager, Authentic Brands).

From quality of life improvements to brand new features, here’s what’s waiting for you in Gorgias.

Watch the full presentation here:

Support faster with built-in ticket summaries

Agents shouldn’t have to dig for context. Every conversation now comes with Ticket Summaries. Whether an agent has jumped into a ticket mid-conversation or is dealing with a new customer, these AI-generated summaries tell the whole story in no time.

We’ve also given the Customer Timeline a makeover. Now, you can glance at past tickets and order updates in one clean view. Plus, a dedicated Order View lets agents dive into past purchases without leaving the ticket or opening a new tab.

Enrich your data with detailed ticket and customer properties

Agents have always had visibility into customer history, but now that context is easier to act on.

Ticket Fields automatically tags tickets with AI-detected reasons, whether that’s shipping questions or product feedback, to help organize your conversations more effectively.

Then, add in another layer of data using Customer Fields (in beta) to note whether you’re speaking to a longtime, VIP customer or a customer with a history of high returns.

All of this data can be funneled into your ticket reports, making it easier for your team to discover new insights about your products, support quality, and more.

Speak every customer’s language with instant translations

Taking your brand global doesn’t have to mean hiring a whole new team or spending extra on a localization tool. AI-powered translations (in beta) will soon be available on the helpdesk.

Finally, your team will be able to support customers in any language in real-time. Customers write in their native language, agents respond in theirs, and the exchange feels natural on both sides.

Never miss urgent tickets with Priority Scoring

How many times has an urgent ticket been buried at the bottom of your inbox? The new Priority Scoring system prevents that by automatically labeling tickets as Low, Normal, High, or Critical based on your Rules. 

For example, you might label a negative Facebook comment with threatening sentiment as ‘High,’ or bump high-value shoppers to the top with a ‘Critical’ label. This ensures your team always sees the conversations that need the most attention, so no sensitive issue slips through the cracks.

Shape every call journey with the new IVR flow builder

Now in beta, our flow-based IVR (interactive voice response) system lets teams on Gorgias Voice build customized call journeys for every type of conversation. Route customers through interactive menus, segment them based on their data, or direct them to voicemail, and schedule SMS follow-ups and callbacks.

To match agent availability, you can set business hours per phone number and per channel across storefronts. Teams also have more flexibility with ring strategies (ring available agents all at once or one at a time), wrap-up time between calls, and faster availability refreshes.

Stay on top of every goal with custom dashboards

We understand that CX teams need more than surface-level KPIs—they need to know what’s actually driving performance, revenue, and retention. 

With Dashboards, you can build reports focused on CX data you care about, from agent performance to product return trends. Then, filter by store or sub-brand to zoom in on the details each team is responsible for.

We’re also introducing the Human Response Time metric to show how quickly your team responds to escalations from AI Agent. This gives you a clear sign of what issues require human attention, how fast they’re resolved, and whether you need to adjust staffing.

Effortless, in-house migration for new joiners

Leave the moving to us—we now manage migrations in-house. Depending on your plan, our Implementation team will transfer emails, customers, macros, and more for you. Combined with 99.99% uptime, switching platforms is smoother, faster, and more reliable than ever.

For accelerated performance, consider our 50-in-50 implementation program, which aims to resolve 50% of your ticket volume using AI Agent within 50 days.

Enterprise customers receive a dedicated Enterprise CSM, optimization workshops, and 24/7 support to get the most out of Gorgias from day one. 

What’s coming next

Our teams are hard at work changing the landscape of customer experience. Here’s what’s on the Gorgias Product Roadmap:

• Cleaner, minimal interface. We’re giving our UI a new look to reduce clutter and highlight key information, making conversations front and center.
• Detailed order view. Quickly view past purchases and make order updates without opening new tabs or interrupting your workflow.
• Shop right in chat. Soon, product photos, descriptions, and even customer reviews will be shown directly in Gorgias Chat, so shopping experiences are as frictionless as possible.
• Scheduled CSV exports. Prove the value of CX with automated exports, perfect for stakeholders, whether they use Gorgias or not. 
• New integration with Assembled Workforce Management. Our partnership will help you leverage Gorgias ticket data to optimize forecasting and agent scheduling.
• Role-based access control. Decide which dashboards, views, conversations, and settings can be accessed by each user role.
• Okta single sign-on. Let your team sign in to Gorgias using the same authentication service you use for the rest of your tech stack.

The future of support starts with your helpdesk

Our latest helpdesk updates make it easier than before to create memorable customer moments.

As Bora Shehu, our VP of Product Design, said, “We hope that the tools we’re building help you spend less time on robotic work, and more time on impactful human work that grows your businesses through the power of conversations.”

If you’re not on Gorgias yet and want to see what’s possible, book a demo today.

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TL;DR:

• Conversational commerce replaces static support with real-time conversations. Instead of making customers wait or dig through FAQs, brands can respond instantly via chat, messaging apps, and voice assistants.
• The main types are live chat, AI assistants, messaging apps, and voice support. Each helps guide shoppers and answer questions instantly.
• It’s most effective during key moments like cart hesitation, post-purchase anxiety, and peak seasons. Proactive conversations reduce drop-offs and boost conversions.
• Start small and scale. Begin with repetitive questions or cart recovery, then layer in automation and AI as you grow.

While your competitors are still making customers wait days for email replies, the smartest brands are having conversations that close sales in real time.

Instead of forcing customers to search through FAQs or go through an automation loop, conversational commerce lets you have instant chats through live chat, messaging apps, and even AI assistants.

In this guide, we’ll explain conversational commerce, where it delivers the most value, and how to start using it to drive revenue and improve CX without overwhelming your team.

What is conversational commerce?

Conversational commerce means using real-time, two-way conversations as your storefront. Rather than bottling up questions in FAQ pages or forcing customers to wait for your support team to respond, you can instantly connect via:

• Chat
• AI agents
• Messaging apps
• Voice assistants

Maybe someone is on your product page and asks a question like, “Does this jacket run large?”. Through chat, they get an instant answer, increasing the chance of a sale. Or a shopper receives personalized recommendations via WhatsApp and checks out, all without leaving the app.

These channels allow you to meet customers where they already are, effortlessly. When paired with AI chatbots, you can deliver fast, accurate responses 24/7, even while your team is off the clock. That means better experiences for your customers and more sales captured for your brand.

Conversational commerce bridges the gap between shopping and support. It turns your support team (and AI tools) into revenue drivers by helping shoppers feel seen, heard, and ready to buy.

Types of conversational commerce

Conversational commerce means bringing your storefront into the flow of conversation, wherever that happens for your customers. 

Here’s where those conversations typically happen:

1. Live chat
2. AI assistants
3. Messaging apps
4. Voice assistants

1. Live chat

This is a chat widget on your site, often in the bottom right corner, where shoppers can ask questions and receive immediate answers from a human agent or automation.

It’s a quick path to support or purchase, which one agent can manage multiple chats from simultaneously, boosting efficiency and keeping things personal.

2. AI assistants

These smart helpers use Natural Language Processing (NLP) to understand what shoppers mean beyond what they type. They guide customers through questions, offer product suggestions, handle FAQs, and can sometimes complete transactions right in the chat, even handling post‑purchase support like order status or returns.

Natural Language Processing (NLP): The processing of understanding and interpreting natural language using computers. NLP is used in tasks such as sentiment analysis, summarization, speech recognition, and more.

3. Messaging apps

Think WhatsApp, Facebook Messenger, WeChat, and SMS—the apps where customers already spend their time in their day-to-day. Instead of sending them to shop on your website, you bring the shopping to them. Answer their questions, provide recommendations, and win purchases in a channel they already trust.

4. Voice assistants

Voice assistance isn’t limited to smart speakers like Siri and Alexa anymore.

Now, AI voice support lets brands deliver natural conversations over the phone, without needing a massive contact center team. These AI voice agents can:

• Answer common questions using branded knowledge
• Route calls or escalate when needed
• Handle returns, exchanges, or order tracking
• Personalize support based on customer intent and past behavior

AI-powered voice support combines the human feel of a phone call with the speed and accuracy of automation. It's especially useful for high-ticket products, customers who prefer calling, or peak season overflow when your human team is maxed out.

The benefits of conversational commerce for ecommerce brands

Conversational commerce isn’t a CX buzzword. When done right, it directly impacts your bottom line.

Here’s how it pays off for ecommerce brands:

1. Higher conversion rates
2. Faster and more efficient support
3. Bigger carts, fewer drop-offs
4. Stronger customer relationships

1. Higher conversion rates

When customers can ask questions and get answers in real time, whether it's sizing info, shipping details, or help choosing between products, they’re far more likely to hit “buy.”

Success story: Clothing brand Tommy John generated $106K+ in sales in just two months through conversation-led upselling and cross-selling, with a 15% conversion rate.

2. Faster and more efficient support

Conversational commerce tools like AI agents help offload the repetitive support tasks, including answering questions like “Where’s my order?” or “What’s your return policy?”

With that time back, agents get time back to:

• Handle complex or sensitive customer issues
• Follow up with VIP customers
• Collaborate with marketing and sales teams to improve processes
• QA conversations to enhance human and AI agent performance
• Update knowledge docs used by AI tools for more accurate resolutions

Instead of getting buried in basic tickets, your team gets to do the work that really moves the needle for your customers and your business.

Related: Every successful marketing campaign starts with a customer question

3. Bigger carts, fewer drop-offs

The right nudge at the right moment, like a personalized recommendation from an AI shopping assistant, can turn a single item into a full cart. You can also recover more abandoned checkouts by re-engaging customers directly through chat or a messaging app.

Read more: You’re missing out on sales without an AI shopping assistant—here’s why

4. Stronger customer relationships

Conversational commerce lets you meet customers with a human (or human-like) touch. When your brand is helpful, fast, and easy to talk to, shoppers remember and return. 

In the long run, that means better customer retention, higher lifetime value, and more organic growth through word of mouth.

When conversational commerce creates the biggest impact 

Conversational commerce shines brightest when the stakes are high or when the moment is just right.

Here are the critical moments where a real-time conversation can make all the difference:

1. When shoppers have items in their cart but are hesitating to check out
2. Right after customers place an order, and anxiety starts to kick in
3. During peak shopping seasons like Black Friday and Cyber Monday
4. When customers are browsing complex products like skincare, makeup, or apparel

1. When shoppers have items in their cart but are hesitating to check out

A customer’s on your product page, they’ve added an item to their cart, but are hesitating. Maybe they’re unsure about sizing, shipping time, or which variation to choose. This is where a quick, helpful chat, automated or human, comes in and becomes the difference between bounce and conversion.

Pro tip: Use proactive chat prompts based on page behavior to start the conversation before the shopper leaves.

2. Right after customers place an order, and anxiety starts to kick in

After a customer hits “place order,” expect more questions to roll into your inbox. Where’s my order? How do I track it? What’s your return policy? Post-purchase excitement—and anxiety—is normal, and a smart AI agent helps you get ahead of these questions while putting customers at ease.

3. During peak shopping seasons like Black Friday and Cyber Monday

Black Friday. Holiday rush. Product drops. These are prime opportunities to boost revenue—but they also flood your support team. Conversational commerce tools help you scale without sacrificing quality, keeping shoppers happy and sales flowing.

4. When shoppers are browsing complex products like skincare, makeup, or apparel

If you sell skincare, supplements, tech, or anything that requires a bit of education, your customers likely need guidance before they commit. A personalized conversation helps them find the right fit and feel more confident in their purchase.

What to consider before you start

Conversational commerce sounds exciting, and it is. But before you dive in, it’s worth thinking through a few key factors to set your team (and your customers) up for success.

1. Cost vs. ROI: Start small, scale smart
2. Team resources: Who’s managing the conversations?
3. Customer expectations: Meet them where they are

1. Cost vs. ROI: Start small, scale smart

You don’t need a full-blown chatbot army on Day 1. Start with your highest-impact touchpoints, like pre-sale FAQs or WISMO questions, and layer in automation over time. The goal is to generate clear ROI early, then expand once you see traction.

Here’s how to gradually implement automation into your CX process:

• Identify your top repetitive questions. Use your support data to pinpoint your most common tickets. For most brands, these are WISMOs, shipping concerns, and product-specific questions.
• Create macros for your most-asked questions. These macros will be used to answer the top recurring questions. For agents, this means no more copy-pasting the same responses.
• Build out self-service automation flows. Once you’re feeling more comfortable with automation, set up self-service flows to let customers resolve their own needs, like checking order status, starting a return, or finding their size.
• Automate your top channels. Don’t stop at email. Automate responses on live chat, Instagram DMs, and SMS too. Shoppers expect speed everywhere, not just on your site.
• Maintain impact, then introduce conversational AI. If your CSAT is still healthy after these changes, you can expand to using conversational AI for faster support and team efficiency.

The goal isn’t to automate everything, it’s to automate smartly so your team can spend time where it counts: high-touch sales, VIP support, and strategic growth.

Learn more: How Dr. Bronner's saved $100K/year by switching from Salesforce, then automated 50% of interactions with Gorgias

2. Team resources: Who’s managing the conversations?

Do you have in-house agents ready to handle live chat? Or do you need automation to handle the bulk of it? Make sure your setup aligns with your team’s bandwidth.

Pro tip: Tools like Gorgias AI Agent and Shopping Assistant can handle the support and sales heavy lifting, making them perfect for lean CX teams.

3. Customer expectations: Meet them where they are

Your customers aren’t just on your website. They’re messaging on Instagram, browsing via mobile, or checking their texts. To deliver great conversational commerce, you’ll want to show up in the places your shoppers already use.

Pro tip: Don’t spread your efforts too thin. Start with the channel that aligns with your goals and customer behavior, live chat, SMS, or social DMs, and build from there.

How to get started with conversational ecommerce in 2 steps

Ready to make conversational commerce part of your CX strategy? You don’t need to overhaul your tech stack or hire a whole new team. With Gorgias, you can start fast, stay lean, and scale smart.

Here’s how:

1. Start with AI Agent for 24/7 support

Gorgias AI Agent is designed to take repetitive tickets off your team’s plate, from “Where’s my order?” to “How do I make a return?” It understands natural language, pulls in relevant customer data, and responds in seconds—all using your brand’s approved knowledge.

The result is faster responses, fewer tickets, and more time back for your team.

2. Add Shopping Assistant to drive revenue

While AI Agent, covers the support front, Shopping Assistant is your digital salesperson. It engages high-intent shoppers in real time, recommends the right products, and even upsells or cross-sells based on what the customer is browsing.

Whether it’s helping someone choose the perfect shade or nudging them to complete their cart, Shopping Assistant is designed to increase AOV and reduce abandonment.

The future of ecommerce is conversational

Every time a shopper lands on your site, scrolls through Instagram, or replies to a shipping update, they’re opening the door to a conversation. The brands that show up quickly, helpfully, and with the right message, are the ones winning loyalty and revenue.

With AI Agent, you can automate accurate responses to common questions, giving your team time back without sacrificing customer experience. And with Shopping Assistant, you can turn those conversations into conversions, offering personalized recommendations, upsells, and discounts based on shopper intent.

You don’t need a massive team or months of setup to start. Just the right tools, and a strategy built for your customers.

Book a demo and learn how Gorgias helps you turn every conversation into an opportunity to grow.

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TL;DR:

• The best AI helpdesks offer smart ticketing, self-service, and sales automation. They combine multi-channel support, give teams flexible AI control, and double as an upselling tool that drives revenue.
• Each tool has a unique strength. Gorgias is best for ecommerce brands , Zendesk offers enterprise-level customization, Intercom is great for SaaS engagement, and Tidio is easy for small teams.
• There are also standalone AI tools that integrate with existing helpdesks. Platforms like Ada, Siena, and Yuma offer automation without requiring a full platform switch.
• Advanced AI features vary in price and availability. Some are bundled, while others charge per resolution or limit access to higher tiers.

Every delayed reply, missed ticket, or frustrated customer costs more than just satisfaction—it hits revenue, loyalty, and your brand reputation. That’s why more and more brands are investing in AI helpdesks to automate the tedious parts of their job.

But with so many options on the market, choosing the right AI helpdesk can feel overwhelming. Should you prioritize conversational AI? Multi-channel support? No-code customization? Or pricing that scales with your team?

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We’ve reviewed the 10 best AI helpdesks available in 2025, evaluating them across AI capabilities, ease of use, integrations, analytics, and pricing. 

How we evaluated the best AI helpdesks in 2025

To create this list, we evaluated each platform based on a combination of functionality, AI capabilities, usability, and industry applicability. 

Our goal was to provide a resource that CX leaders, ecommerce managers, and support teams can rely on when choosing a helpdesk that fits their business needs.

Here’s how we approached the evaluation:

1. Feature set assessment: Each tool was reviewed for its core helpdesk features, including ticket management, multi-channel support, workflow automation, and reporting capabilities.
2. AI sophistication: Platforms were evaluated on the depth of their AI offerings. This included natural language processing (NLP), predictive analytics, proactive messaging, and automated resolution capabilities.
3. Ease of use and setup: We considered setup time, onboarding complexity, and the learning curve for both agents and admins.
4. Industry applicability: We examined which industries each tool serves best. Some platforms are tailored for ecommerce, while others are more enterprise or service-focused.
5. Pricing transparency and scalability: We noted starting costs, AI feature availability by tier, and potential scaling considerations. Affordability and scalability were important, particularly for fast-growing teams that need to balance cost with AI functionality.
6. Supporting resources: We reviewed customer support, integrations, documentation, and community resources. A strong helpdesk not only provides AI features but also ensures teams can implement and optimize them effectively.

By following this methodology, we created a balanced, objective view of each helpdesk, highlighting what makes them unique, their strengths, limitations, and who will benefit most from them.

The best AI helpdesks of 2025

Gorgias

Gorgias is an AI helpdesk designed for ecommerce brands, helping teams streamline support while boosting both efficiency and personalization.

By unifying all customer touchpoints—email, chat, social media, voice, and SMS—into a single dashboard, Gorgias allows support teams to manage interactions without toggling between platforms.

Unlike most helpdesks, its AI capabilities go beyond basic automation. In addition to support, its AI can influence sales by assisting, recommending, and upselling to customers based on their shopping behavior.

Best for: Scaling startups and mature ecommerce enterprises looking to expand support capacity without increasing headcount

Potential limitations: Gorgias is focused primarily on ecommerce brands, which means it may be less suitable for companies that don’t use ecommerce platforms.

Pricing: Starts at $10/month, with advanced AI features available as an add-on.

Main features:

• Automated ticket routing: AI triages incoming customer queries and assigns them to the right agent.
• AI-generated responses: Provides instant, context-aware replies to common questions.
• Sentiment analysis: Flags frustrated customers to prioritize urgent tickets.
• Multi-channel AI support: Integrates across email, chat, Shopify, social media, and 100+ ecommerce apps.
• Macros and workflow automation: AI suggests relevant responses and automates repetitive tasks.

AI features:

• AI Agent: Conversational AI that can update, refund, and replace orders, cancel/skip subscriptions, and even carry out custom-made actions.
• Shopping Assistant: A proactive AI tool that guides, upsells, and recommends products to shoppers through chat. It helps CX teams increase sales and AOV.
• Auto QA: Upgrades service quality by automatically evaluating 100% of private text conversations, whether handled by a human or AI. Each message is scored on metrics like Resolution Completeness, Brand Voice, and Accuracy.

Zendesk

Zendesk is a widely adopted AI helpdesk solution that caters to teams of all sizes, from small businesses to large enterprises. It’s known for its robust ticketing system, extensive integrations, and customizable workflows, making it a versatile choice for teams across industries.

Best for: Non-ecommerce enterprises and businesses like airlines and banks

Potential limitations: Advanced AI features and enterprise-level plans can be expensive for smaller teams, and some users report that customization for niche workflows can be time-consuming.

Pricing: Starts at $25/month per agent, with advanced AI features and enterprise options available on higher tiers.

Main features:

• Unified ticketing: Centralizes requests from email, chat, phone, social media, and messaging apps.
• Macros and workflow automation: Automates routine responses and processes to reduce agent workload.
• Advanced analytics: Offers real-time dashboards and reporting to track support performance and customer satisfaction.
• Multi-channel support: Integrates seamlessly with major ecommerce, CRM, and communication platforms.

AI features:

• Copilot: Assists support agents in providing consistent replies, suggests next steps, and can even perform actions on agents’ behalf.
• AI triage: Automatically categorizes tickets and routes them to the appropriate team member.
• Zendesk QA: Scores the quality of interactions to help you get an overview of support performance.

Intercom

Intercom combines live chat, messaging, and AI automation into a single platform that focuses on proactive customer engagement. Its conversational AI makes it easy for teams to interact with customers in real time, while its automation tools help reduce response times and increase efficiency. 

Best for: SaaS companies, software companies, and mid-market teams

Potential limitations: Companies looking for a plug-and-play AI solution will need to invest time in setting up Intercom. Customers report a steep learning curve when creating workflows, organizing users, and implementing new automations.

Pricing: Starts at $39/month per seat. Fin AI is available as a standalone product for $0.99 per resolution (50 resolutions per month minimum) if you have an existing helpdesk.

Main features:

• Live chat and messaging: Provides instant support via website, mobile apps, and email.
• Inbox and workflow management: Centralizes customer conversations and automates repetitive tasks.
• Customer segmentation: Enables targeted messaging based on behavior, subscription plans, or engagement levels.

AI features:

• Fin AI: Intercom’s AI assistant responds to common questions, freeing agents to handle complex issues.
• Fin Tasks: Performs actions like retrieving order details, processing refunds, reorders, and more.
• Fin Insights: Provides a deep look into recurring trends and issues across conversations.

Gladly

Gladly is a customer service platform built around the concept of conversation-centric support, treating every customer interaction as a continuous dialogue rather than isolated tickets. 

Best for: Customer-focused brands that prioritize personalized, ongoing conversations over transactional support—especially retail, financial services, and subscription businesses that want to strengthen loyalty.

Potential limitations: Smaller teams may find it more than they need, and advanced customization can require professional services.

Pricing: Available on request, with plans typically tailored to enterprise support teams and scaled based on users and features.

Main features:

• Unified customer timeline: Combines all interactions—email, chat, social, SMS—into a single, chronological view.
• Personalized workflows: Tailors automation and routing to individual customer needs.
• Team collaboration tools: Enables seamless handoffs and internal notes for faster issue resolution.

AI features:

• Gladly Hero: Customer profiles created from conversations that include preferences, relationships, and purchase history.
• Sidekick Chat: Instant answers to requests like returns, account updates, and refunds.
• Sidekick Voice: Real-time, AI-powered phone support with SMS follow-ups.

Kustomer

Kustomer is a CRM-centric AI helpdesk that integrates customer support and relationship management in one platform. Its AI capabilities allow teams to automate repetitive tasks, route tickets intelligently, and gain insights into customer history, making it ideal for businesses with complex support workflows.

Best for: Mid-to-large enterprises that prioritize powerful, custom reporting

Potential limitations: Users report an unintuitive and laggy interface, which can slow down large support teams that handle high support volumes.

Pricing: Starts at $89/month per seat, with AI features available as add-ons.

Main features:

• Unified customer profiles: Consolidates all interactions, purchases, and support history in one view.
• Workflow automation: Streamlines processes with rules-based ticket routing and escalation.
• Advanced reporting: Tracks key support metrics and agent performance.

AI features:

• AI Agents for Reps: Offers real-time assistance, from drafting responses to updating records and summarizing conversations.
• AI Agent for Customers: Allows the creation of multiple AI Agents for specialized tasks.

Tidio

Tidio is an AI-powered live chat and messaging platform built for small to mid-sized businesses looking to combine automation with personalized support. Its ease of setup and affordability make it a strong choice for teams new to AI helpdesks.

Best for: Small to mid-sized ecommerce or service-based businesses looking for an easy-to-use AI chat solution to automate FAQs

Potential limitations: May not scale well for large enterprise businesses. 

Pricing: A free plan is available, with paid plans starting at $29/month per agent and AI features as add-ons.

Main features:

• Live chat and messenger integration: Supports website chat, email, and social messaging.
• Drag-and-drop chatbot builder: No coding required to deploy automated responses.
• Ticket management: Organizes queries for quick resolution by agents.

AI features:

• Lyro AI Agent: Conversational AI that answers questions based on support content.

Freshdesk

Freshdesk is a helpdesk platform that combines AI automation, omnichannel support, and workflow management. It’s known for ease of use and affordability, making it popular among SMBs and mid-market companies.

Best for: SMBs and mid-market companies looking for an affordable, easy-to-implement AI helpdesk

Potential limitations: Some advanced AI functionality is limited to higher-tier plans. Large enterprises may require additional configuration to fully leverage AI features.

Pricing: Plans start at $18/month per agent, with AI capabilities and advanced automation available on higher tiers.

Main features:

• Multi-channel ticketing: Consolidates email, chat, phone, and social support.
• Automation and workflows: Rules and macros automate repetitive tasks.
• Analytics and reporting: Provides insights into performance and customer satisfaction.

AI features:

• Freddy AI: Fetches order details, resolves questions, updates customer profiles, and more using approved data.

Standalone AI tools you can integrate with existing helpdesks

Not ready to move helpdesks? These standalone AI tools plug into your existing helpdesk to add automation, self-service, and conversational support.

Ada

Ada is focused on conversational automation, enabling teams to provide self-service solutions that reduce ticket volume while improving response times. 

Its no-code interface makes it accessible for non-technical teams, and its AI capabilities allow for personalized customer interactions at scale.

Best for: Large enterprise businesses looking to reduce support tickets through chat-based support

Potential limitations: Basic features that are free on competitor platforms cost extra on Ada, which limits smaller businesses looking for an all-in-one solution.

Pricing: Starts at $499/month for essential AI features. Higher-tier plans are available on request.

Main features:

• No-code chatbot builder: Quickly design and deploy AI chatbots across web, mobile, and messaging apps.
• Ticket deflection: Automates repetitive queries to reduce human agent workload.
• Multi-language support: Offers conversational support in multiple languages to serve global audiences.

AI features:

• Ada Voice: AI-powered phone support that can respond to customers, take action, and escalate issues in real-time.  
• Ada Email: Instant, personalized replies for email threads with the ability to hand off to agents.

Siena

Siena is focused on providing automated support for rapidly growing ecommerce and SaaS brands. With an emphasis on efficiency and self-service, Siena helps teams reduce ticket volume and respond faster, while giving managers visibility into performance metrics.

Best for: Mid-market ecommerce and SaaS companies that want to combine automation with insights

Potential limitations: Lacks clear visibility into AI performance, which can keep support teams in the dark about support performance and customer satisfaction.

Pricing: Starts at $500/month with automated tickets at $0.90 each. 

Main features:

• Omnichannel support: Handles email, chat, and social media from a single dashboard.
• Custom workflows: Automates repetitive tasks and ticket routing based on rules and customer data.
• Reporting and analytics: Tracks support KPIs and team performance in real time.

AI features:

• Customer Service Agent: Provides contextual, automated responses for common queries.
• Reviews Agent: Responds to every customer review with personalized feedback.
• Siena Memory: Stores key details from customer interactions and turns them into insights reports.

Yuma 

Yuma is focused on conversational automation and self-service solutions. It is designed to reduce agent workload while providing fast, personalized responses, making it appealing to growing ecommerce teams.

Best for: Established ecommerce brands looking to integrate sophisticated conversational AI alongside their current helpdesk

Potential limitations: Limited integrations with broader sales stacks mean brands prioritizing sales will have a hard time creating a smooth workflow.

Pricing: Starts at $350/month for 500 resolutions, with higher-tier plans for more resolutions.

Main features:

• Omnichannel support: Handles chat, email, and social messaging from one platform.
• Self-service portals: Allows customers to resolve common issues independently.
• Workflow automation: AI assists with repetitive tasks and ticket routing.

AI features:

• Support AI: Replies to customers on email, WhatsApp, SMS, and social media using your brand’s voice.
• Social AI: Instant responses to social media comments, DMs, and tags. ‍
• Sales AI: Guides shoppers to the relevant product and tracks bestsellers.

What features to look for in a good AI helpdesk

The best AI helpdesk makes support efficient, personalized, and scalable. 

Here’s a quick checklist of what to look for when evaluating an AI helpdesk:

• Smart ticket management
• Self-service workflows
• Multi-channel support
• Sales and upselling capabilities
• User-friendly AI controls
• Performance insights
• AI learning and improvement

Key takeaways from our review

The future of customer support is AI-driven, and the tools you choose today will define the efficiency, responsiveness, and satisfaction of your support team tomorrow. 

If it's still early in your AI helpdesk journey, we have additional resources to help you learn more from the pros before getting started:

• How CX Leaders are Actually Using AI: 6 Must-Know Lessons
• You’re Missing Out on Sales Without an AI Shopping Assistant—Here’s Why
• Why Consolidated Doesn’t Mean Compromised: Top 3 Myths Debunked

TL;DR:

• Most brands underuse their support tools: Gorgias has powerful features, but many teams don't take full advantage of them.
• Atidiv’s CX experts unlock Gorgias’s full potential: From tagging and macros to dashboards and rules, Atidiv ensures every feature drives value.
• Smart tagging creates strategic insights: Agents tag every interaction to surface product feedback, customer sentiment, and emerging trends in real time.
• Macros and Rules streamline support: Atidiv builds brand-consistent Macros and uses Rules to reduce manual work and clutter.

You don’t need more software—just better usage: Atidiv transforms existing tools like Gorgias into engines for efficiency, growth, and retention.

If you’re like most ecommerce brands, you’ve invested in great tools like Gorgias to streamline support, automate workflows, and deliver personalized experiences at scale. But here’s the hard truth: Having the tools doesn’t mean you’re using them well.

We see it all the time. Gorgias is live, Macros are written, a few Rules are set, and then… chaos. Tags go unused, dashboards lack insight, and your agents are still drowning in tickets.

That’s why leading brands aren’t just buying tech, they’re partnering with teams who know how to use it. That’s where Atidiv comes in.

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The tools are there. Most teams just don’t maximize them.

Gorgias is a powerful platform. Out of the box, it gives you:

• Custom tagging and views
• Automation rules to speed up repetitive tasks
• Macros that standardize your brand voice
• Real-time dashboards and revenue attribution

But without the right people using these tools effectively, it’s just noise. Atidiv’s CX specialists are trained Gorgias power users, and they make sure every feature works hard for your brand.

What happens when CX teams know the tool inside out

Here’s how Atidiv leverages Gorgias to drive real results:

Smart tagging for strategic insights

Atidiv agents don’t just respond to tickets, they tag every interaction with purpose.

• Common product issues? Tagged.
• Pre-sale objections? Tagged.
• VIP customers? You bet—tagged.

This turns your inbox into a live dashboard of customer sentiment, product feedback, and emerging trends, no extra software required.

Macros that actually get used

Atidiv writes and maintains Macros that go beyond “Thanks for reaching out.”

• Dynamic responses tailored to each issue
• Integrated links to help center articles or policies
• Embedded personalization that keeps your brand voice consistent

These aren’t just canned replies—they’re crafted CX responses built to scale.

Enhance your Macros with tags, snooze rules, Shopify actions, and other dynamic variables.

Dashboards that drive decisions

Every Atidiv client gets a customized Gorgias dashboard. It’s built by Atidiv’s Team Leads to track what matters:

• CSAT trends
• SLA performance
• Volume by tag or channel
• Revenue generated from support

No more wondering if your support is working, now you know.

Rules that eliminate repetition

We use Gorgias Rules to route tickets, send auto-replies, and tag intents, reducing ticket clutter by up to 30%.

The result? Agents spend more time on high-impact conversations and less time chasing tracking numbers.

Run your support on autopilot with Gorgias Rules that automatically trigger based on your chosen conditions.

A real-world example: What this looks like in practice

A fast-growing superfood brand came to Atidiv with Gorgias already live, but underutilized. They were answering tickets manually, tracking performance in spreadsheets, and dealing with repeat questions daily.

Within 30 days, Atidiv helped them:

• Build >10 custom macros
• Implement >5 auto-routing and tagging rules
• Clean up and standardize 50+ tags
• Created 15+ executive views
• Launch a real-time performance dashboard
• Reduce first response time by approximately 45%
• Retention analysis using tags
• Surface batch of products with bad taste based on tag trends

And no, they didn’t need to buy any new tools.

It’s not about more tech, it’s about more leverage

Most brands think their next CX win will come from another app or integration. But the real unlock often comes from better use of what they already have.

That’s what Atidiv offers:

• CX teams that are fluent in Gorgias
• Leadership layers that manage performance and QA
• Strategic use of features you’re already paying for
• Flexibility to scale up or down without hiring overhead

The bottom line

You don’t need to overhaul your tech stack. You need a team that can turn Gorgias into a strategic engine for support, growth, and insight.

Atidiv makes it possible, with trained agents, experienced leaders, and a deep understanding of what Gorgias can do when used to its full potential.

→ Want to get more out of the tools you already have? Let’s talk about how Atidiv + Gorgias can transform your support operation.

TL;DR:

• Train your AI like a new hire. Give it tone guidelines, review weekly, and keep refining to stay on-brand.
• Adapt AI to real customer behavior. Adjust tone and timing to improve satisfaction, even if the answer stays the same.
• Use AI to drive sales, not just support. Top brands use it to answer product questions and guide pre-purchase decisions.
• Start small and improve as you go. Begin with one common question and test often to build momentum.

If you’ve been side-eyeing AI and wondering if it’s just hype, you’re not alone. A lot of CX leaders were skeptical, too:

“I used to be the loudest skeptic,” said Amber van den Berg, Head of CX at Wildride. “I was worried it would feel cold and robotic, completely disconnected from the warm, personal vibe we’d worked so hard to build.”

But fast forward to today, and teams at Wildride, OLIPOP, bareMinerals, and Love Wellness are using AI to do more than just deflect tickets. They’re…

• Cutting costs without cutting corners
• Driving revenue before a customer even checks out
• Delivering fast, on-brand, human-feeling support at scale

Here are six lessons you can steal from the brands doing it best.

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1. Think of AI as your sidekick

We need to get one point across clearly: AI isn’t about replacing your support team.

For brands with lean CX teams, burnout is a serious problem. And it’s one of the biggest reasons AI adoption is accelerating.

“I was constantly seeing the same frustrating inquiries—sponsorship asks, bachelorette party freebies, PR requests… 45% of our tickets were these kinds of messages,” said Nancy Sayo, Director of Consumer Services at global beauty brand, bareMinerals.

“Once I realized AI could handle them with kindness and consistency without pulling in my team, I was sold.”

Instead of thinking of AI as a replacement, think of it as an enhancement. 

It’s about making sure your CX team doesn’t burn out answering the same five questions 50 times a day.

With Gorgias AI Agent, Nancy’s team now uses automation to absorb the high-volume, low-conversion noise, freeing up their seasoned agents to focus on real revenue-driving moments.

“We use AI to handle low-complexity tickets. And we route higher-value customers to our human sales team—people who’ve been doing makeup for over a decade and really know what they’re doing.”

TL;DR? The smartest teams use AI to take the weight of repetitive tickets (“Do you ship internationally?” “Can I get free samples?”) off their shoulders so agents can focus on conversations that build trust, drive loyalty, and increase LTV.

2. Train your AI like a team member

While you can get started with AI quickly for simple queries, we don't recommend using it “out of the box.” And honestly, that’s a good thing.

Brands that “set it and forget it” are missing the point. Because if you want AI to sound exactly like your brand—not like every other chatbot on the internet—you need to give it the same context you’d give a new hire.

Amber van den Berg, Head of Customer Experience at baby carrier brand Wildride, wrote out detailed tone guidelines, including:

• Dos and don’ts for customer conversations
• Approved Dutch-to-English translations
• Example replies for nuanced, emotional questions
• Pre-written macros for product recs and delivery issues

“Lisa, our AI agent, is basically a super well-trained intern who never sleeps. I give her the same updates I give my human team, and I review Lisa’s conversations every week,” said Amber. “If something feels off-brand, too robotic, or just not Wildride enough, I tweak it.”

The feedback never stops, and that’s what makes Lisa so effective.

Related: Meet Auto QA: Quality checks are here to stay

3. Let AI mirror the pacing of real conversations

Even when AI gets it right, customers might not always feel like it did. Especially if the tone of voice is off or if your customer base just isn’t used to automation.

“Our CSAT was low at first,” said Nancy Sayo of bareMinerals. “Even if the response was accurate and beautifully written, our older customers just didn’t want to interact with AI.”

So Nancy’s team adapted. Rather than giving customers a blunt “no” to product requests, they restructured the flow:

“If someone asked for free product, we’d say, ‘We’ll send this to the team and follow up.’ Then, 3-5 days later, the AI would close the loop. It softened the blow and made customers feel heard—even if the answer didn’t change.”

That simple tweak raised CSAT and created a better customer experience without requiring a human to step in.

Inside Gorgias, teams like bareMinerals review AI performance weekly, not just to catch mistakes, but to optimize for tone, satisfaction, and brand feel. They use:

• CSAT reporting to spot dips in sentiment
• Conversation analytics to flag where AI may be losing trust
• Macro editing to quickly adjust common replies

AI gives you the flexibility to test, tweak, and tailor your approach in a way traditional support channels never could. 

4. Use AI to drive sales—not just support

Too many CX teams still treat AI like a glorified autoresponder. But the most forward-thinking brands are using it to guide shoppers to checkout.

“Our customers often ask: ‘Which carrier is better for warm weather?’ or ‘Will this fit both me and my taller partner?’” said Amber van den Berg, Head of CX at Wildride. “Lisa doesn’t just answer—she gives context, recommends features, and highlights small touches like the fact that a diaper fits in the side pocket.”

With Gorgias Shopping Assistant, brands can turn AI into a proactive sales assistant—answering product questions in real time, referencing what’s in the customer’s cart, and nudging them toward the best option with empathy.

5. CX insights should power the rest of your business

Great support doesn’t stop at the inbox. At Love Wellness, CX is the connective tissue between ecommerce, product, and marketing.

“We meet quarterly with our CX and ecommerce teams to review top questions, objections, and patterns,” said Mckay Elliot, Director of Amazon at Love Wellness. “That feedback goes straight into product development and PDP optimizations on both DTC and Amazon.”

But it’s not just a quarterly ritual. Feedback sharing is embedded in the culture, and they do this with a Slack channel dedicated to customer feedback. 

Dropping in insights is part of the team’s daily and weekly responsibilities. It helps everyone stay close to the content, and it sparks real collaboration on what we can improve. They then use those insights to improve ad messaging and content.

Your team has so much data they can review between channels like email, SMS, chat, and social media—both compliments and complaints. You need to be willing to listen to every customer’s needs.

Read more: Why customer service is important (according to a VP of CX)

6. Don’t overthink it, start small

One of the biggest mistakes brands make with AI? Trying to do too much, too soon.

Rolling out AI should feel like a phased launch, not a switch flip. The best results come from starting simple, testing often, and iterating as you go.

“We started with one simple question—‘Do you ship internationally?’—and built from there,” said Amber van den Berg of Wildride.

“And if it doesn’t work? You can always turn it off,” added Anne Dyer, Sr. Manager of CX & Loyalty Marketing at OLIPOP. “The key is to test, review, and keep iterating. AI should enhance your human experience, not replace it.”

If your helpdesk supports it, start in a test environment to preview answers before going live. Then roll out automation gradually by channel, topic, or ticket type and QA every step of the way.

For most brands, the best starting point is high-volume, low-complexity tickets like:

• “Where’s my order?”
• Subscription pauses or cancellations
• Returns and exchanges
• Store policies and FAQs

You don’t need to solve everything on day 1. Just commit to one question, one channel, and one hour per week. That’s where real momentum starts.

Related: Store policies by industry, explained: What to include for every vertical

How do you measure the impact of AI in CX?

Most CX teams are used to tracking classic metrics like ticket volume and CSAT. But when AI enters the mix, your definition of success shifts. It’s not all about how fast you handle tickets anymore—it’s about how customers feel after conversations with AI, team efficiency, and the quality of every interaction.

Here are the metric CX teams used to track without AI—and what they track now with AI:

The best use of AI makes space for human touch

AI isn’t here to replace your CX team. It’s here to free them up, so they can focus on deeper, more meaningful conversations that build loyalty and drive revenue.

So if you’re on the fence, start small. Train it. Review weekly. Build the muscle.

You’ll be surprised how quickly AI becomes your favorite intern.

If you want more tips from the experts featured today, you can:

• Watch the full webinar
• Get the AI in Action ebook