AI Agent

Observe how AI Agent behaves

To add AI Agent to your team, you need to build trust. That’s why we built a few ways for you to observe how the AI Agent behaves. 

Use the AI Agent Test environment

Once you create Guidance and Actions, you can test how AI Agent responds to a variety of situations in the Test environment. 

Head to the Test tab under AI Agent. Within this controlled environment, you simulate real interactions — including asking questions about orders and imitating Actions — to build trust with AI Agent, refine settings, and address any gaps in your AI Agent’s knowledge. 

Select the Test tab within the AI Agent settings to monitor how AI Agent responds.

Your AI Agent is now ready to go live and answer repetitive questions from your shoppers!  To enable AI Agent, go to Configuration > Turn on “Enable AI Agent for email

Visit the AI Agent view to monitor tickets

Head back to your Tickets in Gorgias, and you’ll see a new group of Views for AI Agent

In these Views, you can see how AI Agent is actually behaving in real tickets with your customers. 

Make sure you have at least one person on your team to monitor the Handover view. This is where tickets the AI could not resolve get sent. The handover View will provide you with great insights into why certain tickets may not have been resolved, helping you continually identify gaps in the AI Agent’s knowledge.

A few questions to consider as you review handover tickets: 

  • Is the information required to answer the ticket in a Help Center article?
  • Do you provide instructions on the correct process for this issue in Guidance?
  • Do you need to set up an Action to resolve the ticket? 

Set up AI ticket tagging

Give AI Agent additional context with ticket tagging. If you already have tags on your helpdesk, we recommend that you allow AI Agent to use the same tags. If you don’t have a list of tags, using one-word tag names is best to make your inbox easily scannable. 

Organized tickets enable AI Agent to quickly understand and respond to inquiries by providing accurate solutions based on previous interactions.

Indicate the tag name in the left column and the criteria for which AI Agent should use these tags in the right column.

Measure AI Agent’s performance in Statistics

The steps above give you a sense of the quality of AI Agent’s behavior. In Statistics, you can also understand how AI Agent is performing in terms of key support metrics. 

To track how AI Agent is performing in your account, navigate to Statistics: 

On the Statistics page, go to Support Performance and select Overview. This will open a view of KPIs and the Performance of your entire support team.

You can filter based on integrations, channels, tags, dates, and agents — including AI agent.

Under Support Performance, you can navigate to the Agents page to see how AI Agent fits into the rest of your team.

You can see how AI Agent and the rest of your team compare in terms of CSAT, First Response Time, Resolution Time, and the number of Closed Tickets. 

You can also see the number of automated interactions your AI Agent completes to get a sense for how much of your overall volume the AI Agent is able to successfully automate. In Statistics, scroll down to Automate and select Overview.

Here, you can see the overall number of automated interactions (from AI Agent as well as other Automate features like Flows), as well as the contribution of each feature toward your automation rate. 

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Frequently Asked Questions