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Guide More Shoppers to Checkout with Conversation-Led AI

We're launching new AI capabilities to help ecommerce brands sell more—right in the chat.
0 min read . By Emily Hooker

TL;DR:

  • Shopping Assistant is your new AI sales closer. It jumps in when shoppers hesitate, delivering real-time, personalized support that drives conversions.
  • It boosts revenue by acting like your best salesperson. It knows when to recommend, upsell, or offer a discount, without being pushy.
  • It remembers what shoppers do mid-session. That means smarter conversations, better suggestions, and bigger order values.
  • It’s already delivering results. Brands using Shopping Assistant are seeing 62% more conversions, 10% higher AOV, and 5x ROI.
  • You control the strategy. Customize how it promotes discounts, when it steps in, and how it speaks.

What’s the common factor between shoppers debating between products and considering a splurge? Hesitation. 

Today’s shoppers are overwhelmed with choices. They don’t want to be left to figure things out on their own. They want guidance.

But most brands are missing that crucial piece of the puzzle. They lack a strategy that accompanies shoppers on their journey. A tool that encourages shoppers to proceed to checkout. And, ultimately, a customer experience devoid of a sales approach.

That’s why we built Shopping Assistant, an AI Agent that proactively engages browsers, offers context-aware product recommendations, and turns hesitation into conversions in real time.

And it’s working. Brands using Shopping Assistant are seeing a 62% uplift in conversion, 10% higher average order value, and 5x ROI.

Here’s a closer look at what’s behind the magic.

AI-powered shopping, built for sales

Most traditional chatbots passively wait for questions and deliver answers that aren’t personalized to each shopper's preferences. 

Unlike these bots, Shopping Assistant reads real-time signals like pages viewed, cart contents, and conversation tone. This results in a solution that not only offers support but also offers personalized, proactive selling. This enables Shopping Assistant to continuously refine and adjust its playbook, evolving with each shopper as their journey matures.

Here’s how Shopping Assistant engages with customers across the shopping journey:

  1. Discovery: Gathers preferences and educates.
  2. Interested: Makes targeted product suggestions.
  3. Ready to Buy: Assists with checkout, nudges purchases with discounts.

Take this example below. When a customer vaguely asks “how to make up,” Shopping Assistant interprets it as a sign of interest in makeup products and recommends a starter kit.

Shopping Assistant helps a customer with makeup product recommendations.

Personalization that understands you

Where traditional bots reset with every message, Shopping Assistant does the opposite. It has built-in context-aware intelligence that remembers what shoppers have clicked, viewed, and added to their cart during a session. 

This enables natural, relevant, and persuasive conversations that truly resonate with each shopper. It goes beyond reading messages and observes behavior to adapt its responses.

That means it knows if someone has:

  • Viewed three red lipsticks but didn’t add to cart
  • Repeatedly checked sizing info for the same dress
  • Added two serums to their cart after browsing dry skin FAQs

With plenty of context to work with, Shopping Assistant is not only smarter but also more profitable than the average chatbot. It drives more conversions with product recommendations and lifts average order value with timely upsells based on what’s been added to the cart or viewed. 

Here’s what it looks like in action: When a customer engages through a product page, Shopping Assistant recommends a matching outfit, suggesting it’s aware of alternate product variants and the customer's likely interest in that style.

Shopping Assistant suggests a complementary product to the initial product a customer is looking at.

Dynamic discounts that convert without undercutting

Promotions are powerful, but they’re not one-size-fits-all. 

With Shopping Assistant, merchants can define their discount strategy to align with their brand. These strategies can range from offering no deals to using aggressive promotions. 

Once the strategy is set, Shopping Assistant waits for hesitation and customer intent to trigger a discount, firing it at the most conversion-worthy moment.

Proactive engagement in 3 ways

Shopping Assistant initiates conversations. It’s built to engage shoppers, spotting when they linger or show signs of confusion, stepping in with timely, personalized help.

Every second counts in ecommerce. If a shopper pauses on a product page or is left scrolling through an endless search results page, Shopping Assistant detects it in real-time and reaches out with a relevant prompt like:

  • “Need help picking the right shade?”
  • “Want to know our return policy before you buy?”

Here’s how Shopping Assistant reduces drop-off, builds confidence, and drives faster decision-making in three different ways.

1. Suggested product questions 

Shopping Assistant automatically triggers commonly asked questions depending on the product currently being viewed. In one click, shoppers can get the answer to the question they’re curious about. This combats hesitation caused by a lack of information, resulting in more confident conversions.

2. Ask Anything Input

When shoppers land on the homepage, it’s easy to become overwhelmed and not know where to navigate. The Ask Anything Input provides an easy way to start a conversation with Shopping Assistant and get the guidance they need.

Shopping Assistant can refine its response to the customer based on the page context. For example, when the customer is on a product page, Shopping Assistant knows exactly what product is being asked about.

3. Trigger on Search

Shopping Assistant can step in to offer pinpointed help based on a shopper’s search query. Instead of scrolling through a results page, Shopping Assistant triggers a message based on what the shopper entered, offering an easier and faster way to find what they need.

Smart recommendations and relevant upsells

Shopping Assistant’s suggestions are rooted in real context: what the shopper has viewed, added to cart, or asked about. Whether they’re exploring a specific product line or revisiting a category they’ve shown interest in, Shopping Assistant delivers relevant upsells and complementary items that make sense for the customer.

This personalized approach to upselling increases cart size without feeling forced—it’s smart, seamless, and sales-driven.

Shopping Assistant can even turn vague product questions into upsell opportunities. By asking questions, it learns more about an individual to come up with recommendations that best fit their preferences.

Try Shopping Assistant today

Shopping Assistant is transforming the way shoppers engage and helping ecommerce brands sell more effectively. Through smarter conversations and real-time personalization, it turns every interaction into an opportunity to convert, build trust, and drive revenue.

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By Emily Hooker

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Featured articles

How Do You Build a Support Sales Flywheel? Lessons from 4 Experts

CX leaders from TUSHY, Tommy John and leading brands share how the support sales flywheel transforms support into revenue.
By Holly Stanley
0 min read . By Holly Stanley

TL;DR:

  • Segment customers for personalized support. Use purchase history and behavior data to tailor every interaction, making conversations more relevant and higher-converting.
  • Offer onboarding calls for complex products. TUSHY's "Poo-Rus" turned free install calls into a $15 paid service that dramatically boosts customer LTV and retention.
  • Pick up the phone strategically. Use voice calls for abandoned carts, stuck tickets, and VIP follow-up.
  • Give agents freedom to make judgment calls. Empower your team to bend policies and offer solutions that prioritize retention over rigid rules—confident agents drive more cross-sells.
  • Train for helpful selling, not pushy pitches. Use roleplaying to teach agents how to spot buying signals and offer value naturally.

At Gorgias Connect LA 2025, CX leaders from Tommy John, TUSHY, Triple Whale, and Talent Pop shared how support teams solve problems and drive revenue.

This shift, known as the support sales flywheel, doesn’t involve massive overhauls or shiny new tools. Instead, it means doing the small things exceptionally well, like picking up the phone, empowering agents to make judgment calls, and adding a personal touch where others automate.

These brands have shown that when support teams focus on consistency, connection, and conversion, the results compound. Every thoughtful interaction spins the flywheel faster, boosting loyalty, LTV, and revenue.

Ahead, we’re breaking down the most actionable takeaways so your team can start building its own support-led growth engine.

Watch the full panel here:

5 tactics that power the support sales flywheel

From scrappy install calls to AI-powered training, these CX leaders aren’t only talking about driving revenue, they’re doing it. Here’s how they’re turning support into a sales flywheel, and the tactics your team can start testing today.

1. Personalization at scale starts with smart data

“Customer service done right is actually a great source of revenue.” That’s how Tamanna Bawa, Tech Partner Manager at Triple Whale, kicked off the conversation on how data can transform CX from reactive to revenue-driving.

She advises segmenting customers based on purchase history and behavior to deliver more personalized, higher-converting interactions. 

In a market where margins are razor-thin and ad costs are high, Tamanna emphasized that “incremental gains from personalization are the difference between companies that are thriving and the ones that are just surviving.”

Steal this strategy 

  • Segment customers based on behavior and purchase history using your helpdesk, CRM, or analytics tool.
  • Give agents access to this data so they can personalize every interaction.
  • Use macros that adapt based on customer segments, like VIP status, product interest, or past issues.
  • Focus on relevance over volume: one well-timed, tailored message converts better than a generic one.

2. The power of onboarding calls

What do you do when your hero product needs a cultural shift as much as it needs installation instructions? If you’re TUSHY, you send in your “Poop Gurus.”

Ren Fuller-Wasserman, Senior Director of CX at TUSHY, shared how her team launched a scrappy, free CX-led service that has now become a legendary video install program to help customers set up their bidets.

The real value wasn’t just tech support. As Ren put it, “It wasn’t about the actual install process, it was the encouragement they needed to change culture.” These calls sparked deeply personal moments (yes, even with cats and toddlers wandering in) and created the kind of emotional connection customers never forget.

Today, that service has evolved into a $15 paid add-on at checkout, and the customers who use it have significantly boost LTV and retention. It’s a masterclass in turning support moments into revenue through genuine human connection.

Steal this strategy

  • Identify a product or feature your customers often hesitate to use, install, or fully understand.
  • Offer free, low-lift onboarding calls via Zoom or Google Meet to guide them through setup or usage.
  • Track LTV, CSAT, or repeat purchase rates for those who opt in.
  • If it drives results, package it as a paid add-on at checkout or use it to surprise and delight key segments.
  • Use simple tools like Calendly and Typeform to automate scheduling and reduce lift on your team.

3. When in doubt, pick up the phone

Phone support is back, and it’s becoming one of the most effective ways to turn conversations into conversions.

Ren from TUSHY swears by it. Her team uses customer phone numbers from abandoned carts to reach out directly. “You can send a hundred emails,” she said, “but a voicemail from a real person cuts through the noise.” Even if customers don’t answer, the fact that a brand called is memorable, and often enough to drive them back to checkout.

Max Wallace, the Director of CX Tommy John echoed the value of voice. His team recently implemented Gorgias Voice, using it to track conversion rates by agent. That visibility helps them identify what top performers are doing differently and replicate it across the team. “By the end of a tough call, customers often apologize for how they started. You can’t get that kind of de-escalation over email.”

In a world where inboxes are crowded and chat fatigue is real, a real voice builds real trust and real revenue.

Steal this strategy

  • Start small: offer limited phone hours once your chat and email support are dialed in.
  • Use phone strategically—for abandoned cart outreach, stuck tickets, or VIP follow-ups.
  • Track call outcomes with tools like Gorgias Voice to see which agents are converting.
  • Train agents to de-escalate and personalize through roleplaying or AI-based call simulations. 

Pro Tip: Don’t rush into phone if your other channels aren’t dialed in. “Master email and chat first. Then, start with limited phone hours. Taste it before scaling it,” said Armani Taheri, the co-founder of TalentPop. 

4. Trust your team to use their judgment

For Max at Tommy John, revenue-driving support starts with two things: deep product knowledge and the freedom to bend the rules.

“We have five different fabrics for men’s underwear alone,” Max shared. To help customers choose the right one, agents need firsthand experience. That’s why Tommy John sends new products directly to the support team, so they can offer real, personalized recommendations like “Try Second Skin instead of Cool Cotton.”

But product knowledge is only half the equation. The other half is empowering agents to make judgment calls. Tommy John’s “Best Pair Guarantee” allows customers to try a product and get a refund or replacement if it’s not the right fit. 

Agents are trained to prioritize retention, offering replacements instead of refunds, recommending better-suited products, and using their own discretion to keep customers happy.

As Max put it, “We don’t have really strict policies… we want them to use their best judgment.” That confidence translates into smoother resolutions, more cross-sells, and customers who stick around.

Steal this strategy

  • Send new or popular products to your CX team so they can speak from firsthand experience.
  • Build simple product cheat sheets or comparison guides to help agents make tailored recommendations.
  • Give agents clear guidelines—but also the freedom to make judgment calls when it comes to refunds, replacements, or policy exceptions.
  • Let your team know it’s okay to “bend the rules” if it means keeping a customer happy.
  • Track outcomes like retention and CSAT to show how empowered agents directly impact loyalty and LTV.

5. Training teams to sell without the push

How do you train outsourced agents to drive revenue, without sounding like a sales team? According to Armani Taheri of TalentPop, it starts with confidence and context.

“You have to tailor-fit the training approach to each brand,” he explained. That means grounding agents in product knowledge, tone of voice, and customer journey before they ever interact with a shopper.

One of the most effective tactics is roleplaying. Armani’s team uses both live roleplays and AI-powered chat simulations to prepare agents for real conversations, pre-sales, post-sales, and everything in between. Tools like Replit and Lovable help create lightweight, brand-specific training environments agents can practice in at their own pace.

The goal isn’t to turn CX reps into hard sellers. It’s to give them the confidence and consistency to recognize revenue opportunities, and act on them in a natural, helpful way.

Steal this strategy

  • Start with the basics: make sure agents understand your product, tone of voice, and customer journey.
  • Roleplay low-pressure scenarios, then layer in more complex ones.
  • Try AI-powered training tools like Replit or Lovable to create brand-specific simulations agents can practice anytime.
  • Emphasize helpfulness over selling: coach agents to spot buying signals and offer value, not push products.
  • Review transcripts together to highlight great conversations and show how small shifts lead to better outcomes.

Tools to power your flywheel

Ready to turn your CX team into a revenue engine? Here are some of the tools mentioned by the panelists that help make it happen:

  • Gorgias Voice: Track revenue by agent, spot top performers, and improve conversion rates across the team.
  • Flip CX: Automate common phone interactions with AI-powered voice support.
  • Kixie: Drop voicemails, integrate with Klaviyo and Shopify, and build smart call queues for abandoned cart outreach.
  • Calendly + Typeform: Scrappy, low-lift tools for scheduling paid or free support calls that drive LTV.

Whether you're scaling phone support or experimenting with post-purchase outreach, the right tools make the flywheel spin faster.

Your CX team might be your best-kept sales secret

They’re on the front lines with your most engaged customers, answering questions, easing doubts, and uncovering what really drives purchases. With the right tools and training, they resolve tickets and help close the sale.

With tools like Gorgias Voice, it’s easier than ever to connect the dots between conversations and conversions.

Want to see how your CX team can help drive growth?

Book a demo to see how Gorgias Voice powers sales through support.

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min read.

Every Successful Marketing Campaign Starts with a Customer Question

A successful marketing campaign starts with questions only your CX team can answer.
By Holly Stanley
0 min read . By Holly Stanley

TL;DR:

  • Start with your CX team—they know what customers are asking. Their insights reveal what’s confusing, what’s converting, and what’s causing returns before marketing ever gets involved.
  • Turn pre-sale questions into better messaging. Use common support queries to improve landing pages, product descriptions, and emails so customers feel confident enough to convert.
  • Your best-performing products aren’t always the most hyped. Let real customer comments guide your messaging by identifying what people rave about in chats and reviews.
  • Customer confusion and returns usually stem from messaging gaps. Fix product pages, policies, and descriptions to better reflect what people need to know upfront.

Your CX team talks to customers every day. They know what’s confusing, driving purchases, and causing returns, because they hear it firsthand.

But all too often, those insights stay siloed in support tickets and live chat transcripts instead of informing the campaigns that shape the customer journey.

This post is here to change that. We’re breaking down the most valuable questions marketing teams should be asking their CX counterparts. When marketing and CX work together, you get more relevant messaging, smarter product positioning, and campaigns that convert.

Whether you’re planning a big seasonal push or just want to improve product education, this is where to start.

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1. What do customers ask about before buying?

Your CX team knows what makes shoppers hesitate. They’re the ones fielding questions like: Does this come in a larger size? Is it final sale? Will it arrive in time?

Beyond being pre-sale inquiries, they’re signals. They reveal what your customers care about most, and where your messaging may be falling short. When marketing teams tune into this, they can proactively address objections in landing pages, product detail pages (PDPs), emails, and top-of-funnel content.

AI Agent answers questions on email and chat.
No matter the product, Gorgias AI Agent can answer your shoppers’ questions right in chat.

At luxury jewelry store Jaxxon, Director of Customer Experience Caela Castillo saw firsthand how important it is to address these questions early. 

“Chat used to be a support tool for repetitive questions and problem-solving, but now AI Agent takes care of that for us,” she said. Once those friction points were handled upfront, the CX team could focus on more meaningful conversations, and conversions improved.

And when AI recommended the wrong products? Conversions dropped. It was a clear signal that relevance matters, especially before the sale.

Ask your CX team:

“What do customers most often need to know before they buy, and how can we answer that earlier in the journey?”

2. What product do customers rave about—and why?

Your best-selling product isn’t always your hero product. Sometimes, it’s that under-the-radar item that customers can’t stop talking about. The one that shows up again and again in reviews, chats, and post-purchase surveys.

The insight is gold for marketers. The key is to find out why people love it. Is it the fit? The feel? The results?

At online fashion brand, Princess Polly, Alexandria shared that her team expected Gen Z shoppers to lean on AI for recs, but what really influenced them was customer feedback. Reviews, not bots, built trust. That’s why campaigns built around real customer language and experiences often outperform the most polished product copy.

Shopping Assistant can turn those rave reviews into real-time action. It highlights top products using your Shopify product catalog to make personalized recommendations, proactively assists shoppers by using behavior signals, and even offers tailored discounts when they’re ready to convert. That means less guesswork, greater relevance, and an easier path to purchase.

Ask your CX team:

“Which product do customers rave about most, and what exactly are they saying?”

3. What product causes the most complaints?

When customers are frustrated, it’s easy to blame the product. But in many cases, the issue isn’t quality, it’s communication.

At Shinesty, a men’s underwear brand, Molly Kerrigan, Senior Director of Retention, observed that high return rates often stemmed from unmet customer expectations. 

She noted the importance of maintaining clear and consistent communication as the company grows, “We get a lot of praise from our customers, and they talk highly of our CX team after 1:1 interactions. We can’t lose that as we scale.” 

Molly notes that using Gorgias AI Agent enables Shinesty’s customers to receive quick answers, freeing her team's time for more complex or sensitive issues.  

Similarly, Princess Polly saw that delivering a standout customer experience meant being fast, consistent, and helpful at every stage. After switching to Gorgias, their support performance improved dramatically:

  • 80% decrease in resolution time
  • 95% decrease in first response time
  • 40% increase in efficiency

Before changing the product, try updating the messaging. Use insights from CX to rewrite descriptions, add size guides, include user-generated content, or even build a quick-fit quiz. Small tweaks help set clearer expectations and reduce unnecessary returns.

Ask your CX team:

“Which products are driving the most complaints, and what do customers wish they knew before buying?”

4. What confuses customers the most?

Confusion is a conversion killer. If a customer isn’t sure about how something works, what’s included, or whether it’s right for them, they’re more likely to bounce.

That’s why it pays to ask your CX team where customers get stuck. Is it a product feature that needs more context? A vague store policy? A missing detail on a bundle?

The good news is that most confusion is fixable. Start with the following steps: 

  • Simplify your product pages
  • Add quick-hit FAQs to your emails
  • Use plain language and real examples

If you’re using Shopping Assistant, you can go even further. It can detect when shoppers are hesitant and provides real-time nudges. Like an assistant who knows all your needs, Shopping Assistant automatically surfaces the questions customers are likely to ask when evaluating a product, so they’re equipped with the clarity they need to proceed to checkout.

Gorgias Shopping Assistant can surface questions while shoppers browse and search for products.
Shopping Assistant uses a shopper’s browsing behavior to answer potential hesitations and questions automatically.

TUSHY, a modern bidet brand, faced similar challenges. As bidets aren't mainstream in North America, shoppers often had concerns about product compatibility and installation. They’d ask questions like:

  • Will a bidet fit my toilet?
  • Is installation complicated?
  • Which bidet is right for me?

Without immediate answers, many potential buyers would abandon their purchase. To address this, TUSHY implemented Shopping Assistant, providing instant support. Taking this approach resulted in an 81% higher chat conversion rate compared to human agents and a 13x return on investment.

“The Shopping Assistant has been a game-changer for our team, especially with the launch of our latest bidet models. 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,” said Ren Fuller-Wasserman, Sr. Director of Customer Experience at TUSHY.  

Ask your CX team:

“Where do customers get confused most often—and how can we clear that up sooner?”

5. Which products are frequently bought together?

Your CX team picks up on patterns that analytics sometimes miss. They hear which items customers ask about in the same chat, which products get added to carts together, and which pairings people reorder time and time again.

That intel is a goldmine for bundling and upselling. It helps you build smarter campaigns that feel relevant and drive real value.

Zoe Kahn, owner of Inevitable Agency and former VP of Retention and CX at Audien Hearing, emphasizes the importance of using AI to enhance customer interactions.

“A lot of that revenue was potentially missed revenue because these were customers sitting on the site, asking questions about the products, and wanting an answer now so they could purchase…Now, AI can answer those questions immediately and convert those customers.”

With Shopping Assistant, you can act on these insights in real time. It will surface personalized product pairings, bundle suggestions, or accessories based on customer behavior. All before they hit the checkout page.

Shopping Assistant can detect shoppers' likelihood to convert
Shopping Assistant initiates relevant conversations by monitoring shopper behavior.

6. Which products lead to the most returns, and why?

Returns cut into your margins and chip away at trust. Most of the time, they’re not caused by poor-quality products. They happen because expectations weren’t met.

Your CX team already knows which items come back the most and why. Maybe the color doesn’t match the photos. Perhaps the fit runs small, or the product description left out a crucial detail. 

Instead of pushing the product harder, reframe how you present it. Add real customer photos. Include fit notes or a sizing chart. Call out anything that might surprise the customer post-purchase. A little clarity upfront goes a long way in reducing returns and boosting retention.

At Pepper, an intimates brand specializing in bras for small-chested bodies, they recognized the importance of pre-sale education. When customers have sizing questions, their AI Agent, Penelope, can provide immediate assistance.

“Penelope takes the information we give her and responds better than a Macro. She tailors it so that it sounds like a natural conversation between two people,” said Gabrielle McWhirter, CX Operations Lead at Pepper.

By proactively providing instant support, Pepper improved customer satisfaction and saw an 18% uplift in average order value.

Ask your CX team:

“Which products get returned the most—and what could we do upfront to change that?”

CX + marketing = smarter campaigns, better results

Before you launch your next campaign, start with a quick sync with your CX lead. They already know what your customers need to hear. You just have to ask.

From fixing messaging gaps to surfacing the right products at the right time, these insights help you connect with customers in personal, timely, and relevant ways.

Tools like Shopping Assistant make it easier than ever to act on this data in real time. You can turn CX knowledge into dynamic recommendations, personalized nudges, and smarter discounts.

Ready to see how you can improve your online shopping experience? Book a demo to see how Gorgias Shopping Assistant engages customers in real-time.

min read.

The Hidden Cost of Not Adopting AI in Ecommerce

77.2% of ecommerce leaders use AI daily. Non-adopters are losing time, trust, and revenue.
By Tina Donati
0 min read . By Tina Donati

TL;DR:

  • Ecommerce brands not using AI are falling behind, as 77.2% already use it daily to boost efficiency and revenue.
  • AI saves time and cuts costs, like Trove Brands saving $23K/month and reducing cancellations by 70%.
  • Customers want speed and privacy—AI provides fast, judgment-free answers in sensitive categories.
  • AI empowers support teams by handling routine tasks so agents can focus on high-value interactions.

Doing nothing when there’s rapid change happening in an industry is risky business.

Right now, according to our latest report, 2025 Ecommerce Trends, 77.2% of ecommerce professionals are already using AI in their day-to-day work. What happens if you’re part of the 22.8% that isn’t?

Inaction is action—one that’s a quiet drain on revenue, resources, and reputation.

Every minute spent on manual work is a minute your competitors are focusing on higher-value customer interactions, improving CX, testing offers, and scaling campaigns.

And the cost of falling behind is compounding fast. Here’s what you’re losing when you pass on AI.

Time lost = money lost

As support volume grows, so does the cost of inefficiency.

Nearly 80% of CX professionals say AI saves them time. In fact, 83.9% of support leaders using AI in Gorgias say it has made their teams more efficient.

Trove Brands experienced this firsthand:

  • They reduced missed cancellations by 70%
  • And saved $23,000/month in labor costs by automating repetitive support tasks

If AI can handle 70% of your support tickets, your team finally has the time—and headspace—to focus on the 30% that actually builds trust, drives repeat revenue, and improves the customer experience.

Trust when customers need it most

Hot take: AI isn’t impersonal. Not using it is.

In 2024, nearly one-third of CX leaders worried AI would make interactions feel less human. A year later, that number dropped by half. 

Why? Brands started to see that AI wasn’t hurting the customer experience, it was removing friction from it.

For sensitive or personal products—think wellness supplements, intimate gifts, or anything a shopper might feel awkward asking about—AI creates space for honesty without judgment. And that can change the outcome entirely.

“Too often, a great interaction is diminished when a customer feels reduced to just another transaction,” said Ren Fuller-Wasserman, Senior Director of Customer Experience at TUSHY. “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, everyone wins.”

It’s a powerful point, especially for brands where discretion matters. AI removes that barrier. 

You're losing trust if your support experience still makes customers hesitate. For many, that means being able to get an answer without needing to explain themselves first.

Revenue hiding behind unanswered questions

Every unanswered pre-sale question or missed upsell is revenue slipping through your fingers.

Product recommendations alone have the potential to increase revenue by up to 300%, boost conversion rates by 150%, and drive 50% higher AOV. But those results don’t come from hoping customers find what they need. They come from proactively guiding them.

That’s where AI comes in.

With Gorgias AI Agent and automation features, for example, Kirby Allison

  • Increased conversions by 23%
  • Grew sales from support by 46% in just two months

“Our favorite features are definitely Flows and Article Recommendations. They drive so much automation for us. Shoppers get answers to their questions by themselves—what’s the right size hanger, where is my order, what shoe polish would you recommend, etc,” said Addison Debter, Head of Customer Service.

Flows let Kirby Allison surface up to six commonly asked questions directly in the chat widget. When clicked, each one opens a relevant help article—no agent needed.

Auto responses also allowed the team to handle common inquiries like sizing, shipping, and order tracking before a human ever steps in.

If your support team isn’t set up to handle pre-sale conversations at scale, the cost isn’t just in time. It’s in all the revenue you never realize you’re missing.

A CX team stretched thin

It might sound counterintuitive, but AI gives your team more space to be human.

The myth that AI replaces agents is still floating around in some circles, but the reality inside fast-growing ecommerce teams looks different.

In fact, AI frees up time for your team to focus on what they do best: solving complex problems, building relationships, and creating moments that actually drive loyalty.

SuitShop is a perfect example of this in action. When the team adopted AI Agent, they paired automation with intentional escalation: 

“We’re helping customers feel confident during some of the most important moments in their lives—weddings, proms, job interviews, and everything in between. Naturally, my biggest concern with introducing AI was: ‘Will customers feel like they’re getting the same level of care from AI?’ But learning that AI Agent would pull knowledge from our Help Center articles and Macros, which are already written in our brand voice, made me feel more confident,” said Katy Eriks,
Director of Customer Experience.

AI was able to handle common pre-sale questions like shipping timelines and product availability, while human agents stepped in for customizations, wedding-specific questions, and tailored styling support.

The goal wasn’t to remove the human element. It was to give their agents the time and context to show up more meaningfully.

The longer you wait, the harder it is to catch up

In just one year, AI adoption among Gorgias users jumped from 69.2% in 2024 to 77.2% in 2025.

Excitement is rising, too: 55.3% of ecommerce professionals now rate their interest in AI as 8–10 out of 10, up from 45.6% the year prior.

AI is no longer in its experimental phase. It’s the standard, baked into everyday workflows across ecommerce.

If you’re still on the sidelines, 2026 is going to feel like a catch-up game.

The good news? You don’t have to overhaul everything to get started.

So while we’re on the topic of speed, let’s walk through how to start implementing AI for your brand.

How to get started with AI

You don’t need to automate everything on day one. The best CX teams start small, pick the right entry points, and give AI the same level of care you’d give a new team member. Here’s how to roll out AI in a way that actually works:

1. Vet your options thoughtfully

When searching for a new AI tool to help you manage CX, look for one that:

  • Offers strong tone-of-voice control so your AI doesn’t sound like a chatbot from 2012
  • Delivers consistently accurate responses, even as inputs and workflows evolve
  • Provides real post-sale support to help your team troubleshoot, train, and scale usage

Price matters, but it shouldn’t be your only filter.

Also, AI should make your team feel more capable. If it feels like a bolt-on or requires constant developer help, it’s going to create friction, not solve it.

2. Make someone own it

The most successful AI implementations all have one thing in common: someone owns it.

“One of our CX Managers spent 30–40 hours a week building and refining AI. That ownership was critical,” said Sarah Azzaoui, VP of Customer Experience at Clove, when she was explaining how her team first got started with AI.

What many people don’t realize is that AI isn’t going to be perfect out of the gate. AI takes real time and intention to build out. Assigning a clear point person—or better, a small squad—ensures someone is tracking performance, making optimizations, and flagging edge cases.

3. Involve your CX team from the start

No one knows your customer conversations better than your support team. They see the full range of questions, tone, friction points, and emotional nuance every day.

Bringing them into the AI rollout early helps you:

  • Identify which questions are repetitive and low-stakes
  • Flag which issues should always be handled by a human
  • Set realistic expectations across the org about what AI should handle vs. what it could handle

This step also builds trust. If your agents feel like AI is something being done with them instead of to them, adoption is smoother and the outcomes are better.

4. Start small with the right topics

One of the biggest mistakes brands make with AI is trying to do too much, too soon. AI rollout should feel like a phased launch, not a switch flip.

Start in a test environment if your platform allows for it. Roll out automation in stages—by topic, channel, or ticket type—and QA every step of the way.

We suggest beginning with high-volume, low-complexity tickets like:

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

Platforms like Gorgias offer tools like Auto QA that track whether AI responses hit the right tone, offer accurate answers, and resolve issues effectively. Use those tools to catch gaps early and monitor performance over time.

That slow, deliberate rollout pays off in performance. At Psycho Bunny, AI Agent now automates 30% of customer tickets, with custom messaging that reflects their brand tone and processes.

Once you’re ready to scale, you’ll feel more confident that the simple queries are handled correctly while you start to train the AI on more nuanced questions.

For example, Gorgias’s Guidance feature gives AI access to non-public SOPs so it knows how to respond or when to escalate.

“The Guidance feature is so important,” said Tosha Moyer, Senior Customer Experience Manager at Psycho Bunny. “We have a lot of processes that we definitely don’t want described in a customer-facing article, but we want AI Agent to be able to access that information and manage tickets accordingly.”

5. Prep your knowledge base

Even the best AI platform can’t succeed without solid inputs.

Before you roll out, take a hard look at your help docs and macros:

  • Are they accurate?
  • Are they clear and consistent in tone?
  • Are they tagged so AI can understand when to use them?

Think of this step as training your AI. The stronger your internal content library, the more helpful and brand-aligned your AI will be across every channel.

6. Communicate with customers

Whether you disclose AI usage is up to you, but be intentional.

Some brands choose anonymity for a more seamless experience. Others find that transparency builds trust, especially when something goes wrong.

What matters most is that your approach aligns with your brand tone and customer expectations—and that clear escalation paths are in place if a conversation needs a human.

Research shows that 85% of consumers want companies to share their AI assurance practices before rolling out AI-powered experiences. Customers are open to AI. But they expect clarity when it counts.

7. Scale the program over time 

Once you’ve built the foundation, scaling AI across your CX org becomes a lot easier.

“We started with cancellations. Now we’re rolling out warranty claims, retention campaigns, and more,” said the team at Trove Brands.

After proving value with one or two ticket types, look for opportunities to expand:

  • Pre-purchase product recommendations
  • Exit-intent offers via chat
  • Predictive personalization
  • Multichannel automation across email, SMS, and live chat

The goal is to implement smarter automation that makes your team more effective and your customers more supported.

The future is human + AI

The best CX teams aren’t choosing between AI and human agents. They’re choosing both and building stronger systems because of it.

“It’s not human agents vs. AI,” said the team at Clove. “Our team helped shape the AI strategy—and that changed everything.”

But ignoring AI? That comes at a cost. And it’s not just inefficiency. It’s:

  • Missed sales from unanswered questions
  • Slower support that erodes customer trust
  • Burnt-out teams stuck in reactive mode
  • Lower CSAT from inconsistent experiences
  • And eventually, falling behind as the rest of the market moves forward

It’s time to build it into your workflows. Not just as a helper, but as a core part of your team.

Start using Gorgias AI Agent to reduce ticket load, recapture revenue, and deliver the kind of support that actually feels personal.

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min read.
Call to action
Create powerful self-service resources
Capture support-generated revenue
Automate repetitive tasks

Further reading

2025 ecommerce trends

2025 Ecommerce Trends: AI Adoption and Smarter Tech Stacks

By Gabrielle Policella
min read.
0 min read . By Gabrielle Policella

TL;DR

  • Ecommerce teams are overwhelmed by app overload, with 42% using six tools daily—leading to inefficiencies, rising costs, and poor customer experiences.
  • Top brands are consolidating their tech stacks, choosing deeply integrated, ecommerce-specific platforms to simplify operations and lower costs.
  • AI adoption and excitement are accelerating, with 77.2% of ecommerce professionals using AI daily and 55.3% rating their excitement as an 8-10 out of 10. 
  • Gorgias powers AI-driven support and sales in one platform, through a single workspace that helps ecommerce teams resolve faster, sell smarter, and operate more efficiently.

At Gorgias, we work with over 16,000 ecommerce brands and one common challenge emerges over and over:

Ecommerce tools are essential, but too many tools becomes a burden.

With different teams responsible for different functions, brands risk creating a disconnected tech stack that causes inefficiencies, reduces productivity, and ultimately impacts profitability. 

Ecommerce teams are shuffling between tabs, copying and pasting order numbers, searching for customer data, and trying to piece it all together. It’s not only inefficient—it’s expensive, frustrating, and unsustainable as you scale. 

So we dug into that data. 

Our 2025 Ecommerce Trends Report surveyed ecommerce professionals across industries and job roles to understand  what they really think about tech stacks and AI’s role in it. 

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Ecommerce professionals are approaching app overload 

There is now an ecommerce app for every possible use case a brand could need. But as businesses adopt new technologies for each part of their customer journey, their teams end up working out of dozens of platforms. 

The study found that 42.28% of ecommerce pros use at least six apps daily to perform their role. Regardless of the number of apps used, integration and compatibility are a must. When technologies don’t talk to each other, you spend time context-switching instead of focusing on customer experience.

42.28% of users rely on at least six ecommerce apps daily to do their job.

For Audien Hearing, Gorgias’s open API allowed them to create an integration with its warehouse software to manage returns directly in Gorgias rather than a shared Google spreadsheet. This integration helped them reduce returns by 5%, protecting their margins and leading to higher customer satisfaction. 

Read more: How Audien Hearing Increased Efficiency for 75 Agents and Reduced Product Returns by 5%

Consolidation is the smartest move a brand can make

The most successful ecommerce brands aren’t necessarily using more tools—they’re using smarter tools. Leading businesses are opting for platforms that are deeply integrated, AI-compatible, and built specifically for ecommerce needs. 

A growing tech stack also comes with a growing tech budget. Each new app has new costs, including subscriptions, set-up, management, and development fees. They quickly add up. 

Nearly 40% of ecommerce professionals spend $5,000 to $50,000 annually on their tech stack. 

38.84% of ecommerce brands spend $5,000 to $50,000 annually on their tech stack; 20.33% spend $50,000 to $250,000.

Different roles have different priorities

We asked ecommerce professionals what they actually value in their tools. Unsurprisingly, the answer changed based on who we were talking to. 

Top tool benefits included:

  • Revenue growth for support leaders, revenue-focused roles, and founders
  • Simplified workflows and time savings for support agents 

There’s a clear difference between what ecommerce leaders and agents value in a tool and considering both is key to success. 

30.9% of respondents consider revenue growth the top factor when evaluating a tool’s usefulness.

Why brands hesitate to consolidate 

Despite the benefits of using fewer, well-integrated tools, there are a few things that hold brands back from consolidating their tech stacks. 

We asked respondents: 

What, if any, are the biggest deterrents to consolidating your tech stack? 

Top concerns are: 

  1. Compatibility issues with existing software (52.4%)
  2. Direct costs (fees for software licenses, subscriptions, or customizations) (47.6%)
  3. Time required (40.3%) 
Top deterrents to tech stack consolidation: compatibility issues (52.4%), direct costs (47.6%), and time required (40.3%).

AI adoption is accelerating—and it’s driving results 

AI is dominating the world of ecommerce. It impacts every aspect of the customer journey, from brand discovery to the post-purchase experience. AI is actively reshaping the way ecommerce professionals work, so we wanted to know how they feel about it. 

  • 77.2% of ecommerce professionals use AI and automation to perform their role in 2025, compared to 69.3% in 2024. 
  • 55.3% of respondents rate their excitement for AI as an 8-10, compared to 45.6% in 2024. 

Despite growing usage and excitement, teams still have their concerns with AI: 

In 2025, top concerns about AI in ecommerce are: not resolving questions (41.5%), causing frustration (16.3%), lack of personalization (15.4%), and no concerns at all (13.8%).

Read more: 8 AI Trends in Ecommerce: What’s Changing and How to Prepare

The AI shift—From just a support tool to a sales engine 

The most impactful use cases we’ve seen aren’t just about reducing support ticket volume. AI is now driving revenue, increasing conversion rates, and enabling 24/7 coverage without expanding headcount.

Gorgias’s AI Agent is now capable of virtual sales assistance through personalized product recommendations, dynamic discounts to reduce cart abandonment, and cross-sells and upsells. 

Top brands are already leveraging these new capabilities and seeing results. For example:

  • TUSHY uses a Gorgias AI Agent to accurately answer pre-sale questions, leading to a 15% conversion rate, with AI Agent driving 2x more sales than human agents.
  • Trove Brands enabled an AI Agent named Wally that cut misshipments by 70%, meaning reducing unwanted charges, avoidable fulfillment costs, high return rates, and customer frustration. 
  • Caitlyn Minimalist uses AI to reduce response times by 99% and saw a 150% increase in ticket conversions.

Gorgias: A one-tab tool for Conversational AI

We asked one final question to make ecommerce folks really reflect on how they work:

How many tabs do you currently have open?  

The average ecommerce professional works with 22 open tabs. We’re not here to judge, but if you’re looking to close a few of those tabs, Gorgias might be what you’re missing. 

Gorgias replaces all that complexity with a single workspace. From support to sales, order management to automation, it all happens inside one platform.

Ecommerce businesses can now leverage Gorgias’s Advanced AI for both support and sales. Within the same AI Agent, ecommerce brands can

  • Fully resolve customer inquiries, not just respond
  • Provide order tracking details
  • Cancel, edit, and manage orders in Shopify and integrated apps
  • Process returns and exchanges
  • Provide tailored product recommendations
  • Drive conversions
  • And much more! 

Get your copy of the 2025 Ecommerce Trends Report

This blog just skims the surface of what we uncover in our 2025 Ecommerce Trends report.

Want the full story?

Download the complete 2025 Ecommerce Trends: AI Adoption & Smarter Tech Stacks report to access:

  • Data-backed insights and trends from ecommerce professionals 
  • The biggest barriers to consolidation—and how to overcome them
  • Real-world case studies from leading brands like TUSHY, Caitlyn Minimalist, and July that are winning with AI
  • Tactical recommendations to future-proof your ecommerce stack through AI-powered consolidation

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Automation and Self-Service
Ecommerce Growth
Convert Holiday Campaigns

5 Holiday Onsite Campaigns to Maximize Year-End Sales

By Matilda Lee
4 min read.
0 min read . By Matilda Lee

Not sure where to go once the Black Friday and Cyber Monday excitement settles down? Don't worry—you're not alone. Many ecommerce brands will celebrate the uplift in sales from the four-day shopping frenzy without realizing there's a huge opportunity to keep the momentum going.

The holiday shopping season is your final  chance to drive sales, delight customers, and end the year strong. These five proven campaigns will help you capture last-minute shoppers, increase repeat purchases, and maximize  results.

1. Gift finder campaign: make gifting easy 🎁

Help shoppers find the perfect gift or gift bundle by linking existing resources in the campaign or offering pre-sales assistance through a conversational campaign (recommended).

Shoppers love personalized recommendations. A gift finder campaign highlights curated suggestions that simplify their decision-making.

  • How it works: Trigger a message when shoppers spend over 15 seconds on a product page.
  • Example message: “Looking for the perfect gift? This [product] is a fan favorite and pairs perfectly with [accessory]. Complete your gift with just one click!”  OR;
  • Example message #2: “Not sure what to get? We can help! Click here to chat with us about finding the perfect gift.”
  • Why it works: Gift bundles increase average order value (AOV) by 20%.

Pro tip: Highlight top-rated products or seasonal bestsellers to build trust.

A campaign message that says, "Need help finding the perfect gift? Chat with us to find the ideal match."

2. Last-minute shopper campaign: create urgency ⏰

Encourage quick action as deadlines approach.

Last-minute shoppers are in a rush, so  combining urgency with a discount is the perfect motivator.

  • How it works: Use an exit-intent popup during the final shopping days.
  • Example message: “Still need gifts? Use code HOLIDAY10 for 10% off and get delivery by [date]. Hurry—time is running out!”
  • Why it works: Exit-intent campaigns double engagement and reduce bounce rates by 37%.

Pro tip: ”You can also set a cart value threshold, ensuring that tailored offers are only provided to shoppers once they’ve added the minimum to their cart. You can also use a unique discount code rather than a generic code to drive a higher CTR.

A campaign message that says, "Special for you! Use your unique code at checkout to enjoy an exclusive discount."

3. Post-BFCM re-engagement campaign: boost loyalty 🔄

Turn Black Friday shoppers into repeat customers.

Reconnect with returning buyers by rewarding them for their loyalty.

  • How it works: Display a personalized offer when previous shoppers return to your site.
  • Example message: “Thanks for shopping with us on Black Friday! Here’s an exclusive 15% loyalty discount for your next holiday purchase.”
  • Why it works: Repeat customers typically spend more, with a 10% boost in gross merchandise value (GMV).

Pro tip: Use the customer’s previous purchase to recommend complementary products.

A campaign message that says, "Welcome back! Enjoy 15% off your next holiday purchase with code HOLIDAY15. Thanks for shopping with us!"

4. AI-powered product recommendation: upsell effortlessly 🤖

Suggest relevant items to increase cart value.

Use AI to offer personalized product recommendations based on what shoppers are browsing or have in their cart.

  • How it works: Show a message at checkout or when shoppers add an item to their cart, utilizing our tagging conditions to create highly targeted audience segments.
  • Example message:“Love [product]? Add [related item] to complete the set! Customers who bought this also loved [product 2].”
  • Why it works: Personalized upsell recommendations increase AOV by up to 15%.

Pro tip: Highlight frequently bought together items or exclusive bundles for the holidays.

A GIF of an on-site campaign recommending curated products. There is a rotating carousel of related skincare products.

You can easily set up product recommendations shown on your cart page with Gorgias Convert:

A screenshot of Gorgias's UI showing how to set up an engagement campaign on the cart page. It shows a user drafting copy and configuring which products to display in the on-site campaign.

5. Holiday new arrivals campaign: spotlight seasonal exclusives ✨

Build excitement with fresh, holiday-themed products.

Shoppers love discovering new arrivals, especially during the holiday season.

  • How it works: Target homepage visitors or holiday collection browsers.
  • Example message: “Just in time for the holidays! Explore our exclusive [product line] and find the perfect gift.”
  • Why it works: Announcements for new products increase conversions by 6%.

Pro tip: Use festive visuals and emphasize limited availability to drive urgency.

An upsell campaign that prompts customers to buy a related item by displaying the product with a link to add it to cart.

Don’t forget to A/B test your campaigns 🧪

Testing helps you discover what works best for your audience. Experiment with different offers, visuals, or CTAs to optimize results.

  • Example: Test two versions of a free shipping upsell campaign.
    • Version A: “Spend $15 more to get free shipping!”
    • Version B: “You’re $15 away from free shipping. Add [product] to your cart now!”
    • Result: Version B may outperform because it includes a clear  product recommendation, reducing customer effort.

Pro tip: Track key metrics like click-through rate (CTR) and AOV to measure success.

A graphic showing a sample A/B test of two campaigns offering discounts. There is different messaging and images in each campaign.

These holiday campaigns are proven to boost sales and customer engagement during the busiest time of year. Use tools like Gorgias Convert to launch, personalize, and optimize your strategies seamlessly.

Don’t wait—end the year strong with campaigns that deliver results!

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Ecommerce Conversion

How to Leverage Tools to Manage a High Volume of Sales on TikTok Shop

By Sarah Kang
min read.
0 min read . By Sarah Kang

TikTok Shop generated 68.1% of gross market value sales across all social media platforms in 2024 and $3.8 billion in sales in 2023. Clearly, it’s becoming a massive channel with abundant opportunities for sellers.  

To effectively harness TikTok Shop, however, brands with high-volume sales need to understand the specific challenges they will face when launching on the social platform. 

Many of these are operational, like maintaining an accurate inventory list between platforms, supporting customers efficiently, and fulfilling a large number of orders. 

When used together, AfterShip Feed and Gorgias can help you overcome these operational hurdles and start selling on TikTok Shop sooner. 

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Streamline order management & customer support on TikTok Shop

TikTok Shop is the commerce-enabled side of TikTok, where brands and creators can list their products for sale. Shoppers then make a purchase through shoppable (in-feed) videos, live shopping, or product showcases. The app aims to provide a “frictionless checkout experience,” enabling shoppers to engage with their favorite accounts and add-to-cart in a flash.   

Source: TikTok Shop

While setting up a TikTok Shop is relatively simple, if you already run an ecommerce store that does a high volume of sales, adding TikTok Shop as an additional channel will be a little more complex. Thankfully, tools like AfterShip Feed and Gorgias can help you solve many operational issues and provide the same best-in-class customer experience on TikTok Shop as you do on your other channels.. 

Here’s a highlight reel on how you can implement both tools to improve efficiency and customer satisfaction, tackling issues like fulfillment or customer support inquiries from the same customers on different channels.

Centralize customer support with Gorgias 

800+ Gorgias customers currently use the TikTok Shop integration. It’s quick and easy to connect. With it, you can: 

Manage all customer interactions in one place

Coordinating customer support across different channels can be a pain. With Gorgias, however, you’ll be able to manage inquiries more efficiently and handle all shoppers’ messages by responding to TikTok Shop inquiries directly from Gorgias using text, images, and videos. 

Additionally, you can address order-related issues and manage cancellations, returns, and refunds from TikTok Shop in the same Gorgias dashboard you use for your existing channels. 

Automate ticket creation 

Leverage Gorgias’s automated ticket creation to reduce First Response Time (FRT) and ensure that you don’t miss a single customer inquiry from TikTok Shop. Save time by handling repetitive tasks (like order status updates) with automation. 

Enhance customers’ experience

Enabling the Gorgias TikTok Shop integration will allow you to maintain better control over communication and provide a consistent customer experience. Customers shopping via TikTok Shop will benefit from quicker responses, improving overall satisfaction and boosting brand loyalty.

Simplify operations with AfterShip Feed

AfterShip Feed is a reliable TikTok Shop management tool with 1,800 customers. It auto-syncs products, inventory, and orders between TikTok Shop and ecommerce platforms. 

Partner AfterShip Feed with TikTok Shop to: 

Source: AfterShip Feed

‍

List on TikTok Shop more efficiently

AfterShip Feed makes listing high volumes of products on TikTok Shop easier through bulk uploads and editing, enabling you to update up to 10,000 SKUs at once. 

It uses AI to add key product details and keep your product listings accurate and consistent. Tools like category templates and product ID generation make it even easier to list your full catalog. 

Safeguard your revenue

AfterShip Feed has several features that will help you avoid lost revenue, especially during busy times like BFCM. 

Source: AfterShip Feed

Inventory threshold 

Inventory threshold helps you determine the minimum amount of inventory you need to have on hand to avoid selling out or buying too much. You can also set a fixed amount of inventory aside for TikTok Shop. 

Price rules 

Price rules help you set the ideal prices for each item you sell to protect your profit margins. 

Fulfillment hold 

A fulfillment hold stops an order at the fulfillment stage to ensure sufficient funds on the customer side, sufficient stock on yours—or to solve another issue behind the scenes. TikTok Shop has a standard 1-hour fulfillment hold, which can cause issues with inventory syncing on your main ecommerce platform. 

Streamline order management 

AfterShip Feed supports multiple fulfillment methods and integrates with many returns solutions. Sync orders from TikTok Shop with your existing fulfillment systems, ensuring timely and accurate deliveries. You can sync up to 24,000 orders to Shopify per hour.

Other features include order ID, shipping method, and product-SKU mapping. 

Which are the top-grossing TikTok Shop industries?

Two industries in particular see massive sales from TikTok Shop: beauty and personal care, and womenswear and underwear. According to a 2024 report from Statista, the beauty category saw over 370 million sales and women’s fashion 284 million sales in 2023. 

The beauty category alone has generated almost $2.5 billion in GMV, while the womenswear category has seen $1.39 billion.  

If your brand belongs to one of these categories, including Gorgias and AfterShip Feed in your TikTok Shop toolkit could be a great fit for you. 

Gorgias and AfterShip create better experiences 

Pairing Gorgias and AfterShip Feed will help you deliver a fantastic customer experience and grow your business on TikTok Shop. 

Get started →

Apps and Integrations

How to Pitch AI Agent to Your Boss

By Alexa Hertel
7 min read.
0 min read . By Alexa Hertel

TL;DR:

  • AI Agent reduces workload and prevents burnout for CX teams. It handles routine queries and allows your human agents to focus on providing a higher level of service where it's needed most.
  • AI Agent is secure and compliant with industry standards. Gorgias uses a zero data retention policy and follows strict security regulations, including SOC 2 Type II certification.
  • AI Agent delivers personalized, on-brand responses. Custom Guidance and data from sources like Shopify allow AI Agent to maintain brand consistency while providing tailored customer interactions.
  • Real-world success stories show tangible results with AI Agent. Brands like Psycho Bunny and Baby Gold have seen significant improvements in response times and resolution rates by implementing AI Agent.

AI changes the way CX teams operate. But we firmly believe that it’s a good thing. 

It will help you improve your team’s workload, say goodbye to burnout, and create a more consistent and speedy experience for your customers.  

Here’s the process we recommend for pitching Gorgias AI Agent to your boss, complete with an FAQ section for quick answers. 

Jump to a section:

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Start with the benefits 

Gorgias views AI as an extension of CX teams, and that’s how many of our customers see AI Agent as well. Baby Gold calls theirs Michelle, Psycho Bunny calls theirs Lisa. 

These autonomous agents allow your human agents to focus on more complex and nuanced issues, providing a higher level of service where your customers need it most. 

Here are some other things that make AI Agent a great addition to your team: 

  • ⏰ 24/7 availability: AI Agent operates around the clock, ensuring that customer inquiries are addressed promptly at any time, including weekends and holidays.
  • 🏔️ Scalability: AI Agent can handle a high volume of inquiries simultaneously without any decrease in performance. This scalability is particularly valuable during peak times like BFCM. 
  • 🚀 Efficiency and speed: AI Agent can process and respond to queries much faster than human agents, leading to quicker resolutions and improved customer satisfaction.
  • 🦎Adaptability: AI Agent can quickly adapt to new information, products, or changes in policies immediately – all you have to do is add them to your knowledge docs and to the Guidance you set. 
  • 🦾 Full control: You stay in full control of how AI Agent behaves in specific scenarios. Give AI Agent custom Guidance to ensure that each interaction with your customers reflects your brand’s values, policies and tone.

📚 Further reading: Our AI Approach: Onboard, Automate, Observe, and Coach

Outline the data & security safeguards in place 

Rest assured that AI Agent and Gorgias operate under a zero data retention (ZDR) policy. Once data is used, it isn’t stored. 

We’re SOC 2 Type II Certified and follow strict regulations in regards to data security.   

You can view the terms that cover the data we collect and how we use Artificial Intelligence by reading Our Master Service Agreement (MSA) and Data Processing Agreement (DPA). 

🎯 Resource: How AI Agent works & gathers data

AI Agent learns from various sources like your website, brand voice, Shopify order data, policies, Help Center and Macros.

Highlight its brand accuracy and personalization 

AI Agent provides consistent, accurate, and on-brand responses based on the information in your Help Center, Shopify order data, Macros, handover instructions, and the actual custom Guidance you set for it. 

It might just surprise you with just how specialized it can get. 

“Sometimes agents forget personal details to call out when communicating with our customers, like birthdays or weddings,” says Sindi Melgar, the Customer Service Manager at Baby Gold. 

“But I noticed on a few different occasions where AI Agent (ours is named Michelle) is highlighting these things and is saying, ‘Congratulations on your wedding!’ Just the tone of voice that Michelle is able to adopt is definitely on brand for us.” 

Ensure certain topics are handed over or excluded

When you set up AI Agent, you’ll also let it know the types of topics you’d like it not to answer. 

AI Agent automatically hands over tickets to your team whenever it lacks confidence in an answer or detects an angry customer. 

But you can also use handover rules to choose how AI Agent behaves when it passes tickets to your human team, and add specific topics that it should always hand over to your team.

🎯 Resource: Customize how AI Agent behaves

Provide feedback on responses

Don’t like something AI Agent said? Or, did you love an answer it gave? 

It’s easy to let AI Agent know by telling it you liked the response, saying it should have pulled from a different resource, or reporting an issue. 

Give AI Agent feedback

🎯 Resource: How to coach AI Agent and give feedback

Prioritize your team’s docs

AI Agent uses your Shopify order data, Macros, your brand’s webpages, as well as your Help Center to give your customers accurate and on-brand responses. It also prioritizes any Guidance that you set.  

🎯 Resource: Why having a quality knowledge base is essential to using AI for CX

Share success stories 

We wouldn’t expect you to onboard a new tool without some actual statistics and reviews. Below, browse three success stories and the fantastic metrics that AI Agent helped their teams achieve.

VESSEL golf bag
Source: VESSEL

After just one month of implementing AI Agent, the team at VESSEL not only increased the number of emails automated via AI Agent by 20%, but reduced first response time to 58 seconds and saw their resolution time decrease to one minute and six seconds.

Source: Baby Gold

When Baby Gold implemented AI Agent, they achieved a 49-second first response time, a one-minute and four-second resolution time, and answered 1,361 tickets. They also quadrupled their email automation rate. 

Source: Psycho Bunny

Psycho Bunny saw a 99.8% faster first response time, 99.4% faster resolution time, and 26% of tickets resolved by AI Agent. 

“Our customer support KPIs are already fantastic: we're already leading in the industry,” said Tosha Moyer, Senior Customer Experience Manager at Psycho Bunny.  

“To improve on that, we need AI—it’s not physically or financially possible with human agents alone.”  

Set expectations 

AI Agent isn’t going to find lost packages, pick up the phone, or fix damaged products. While this might seem obvious, it’s important to understand AI Agent’s core capabilities, as we want this to be an exciting and useful addition to your team. 

“AI Agent does a great job of efficiently handling returns and exchanges, and split shipment tracking info,” shares Tosha Moyer. “The overall tone is good and some of its responses are really excellent.” 

Below, find the top use cases for AI Agent, as well as the specific actions you can configure for it within Gorgias.  

AI Agent use cases

These are the top AI Agent use cases that we recommend: 

  • Where is my order? (WISMO) inquiries
  • Product-related questions
  • Returns
  • Order issues
  • Cancellations
  • Discounts (including BFCM)
  • Customer feedback
  • Account management
  • Collaboration requests

The specific actions you currently can configure for AI Agent include: 

  • Cancel an order in Shopify
  • Edit a shipping address in Shopify
  • Send Loop Returns portal deep link
  • Send return shipping status from Loop Returns
  • Cancel a subscription in Recharge

With more to come! And to quiet any worries, it’s worth mentioning that AI Agent will not perform any actions without you confirming them first.

Enhance your brand reputation and build trust

Offering fast, accurate, and 24/7 support can significantly enhance your brand reputation and build customer trust, which can translate into higher customer loyalty and increased revenue.

Get started with AI Agent →

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Automation and Self-Service
Ecommerce Customer Support

10 Must-Know AI Agent Use Cases for Instant Resolutions

By Christelle Agustin
13 min read.
0 min read . By Christelle Agustin

TL;DR:

  • Gorgias AI Agent handles a variety of customer inquiries. These include order tracking, returns, cancellations, discounts, account management, feedback, collaboration requests, and complex topics.
  • Use Guidance to train AI Agent to handle each type of inquiry. Guidance acts like a built-in training manual, helping AI Agent follow your brand’s guidelines in every interaction.
  • Test and refine Guidance to keep responses accurate. Use Test Mode to ensure AI Agent follows instructions, reflects your brand’s tone, and escalates when needed.
  • AI Agent can provide 24/7 support. Even when your agents are offline, AI Agent can respond to customers, reducing response times and keeping customers satisfied.

For support teams, sending the right answer at the right time, every time, is the ultimate goal. But with limited resources and operating hours, how can you be there for your customers 24/7? We’ve got an answer.

Designed specifically for ecommerce brands, AI Agent is conversational AI that steps in where human agents are stretched thin: handling repetitive tickets. AI Agent is trained on your brand’s policies, voice, and instructions, helping you resolve customer inquiries like your agents — but faster.

We’ll cover 10 types of inquiries AI Agent can resolve instantly, complete with template instructions (Guidance) and real-life examples. Plus, keep in mind five best practices to get the most out of your new AI teammate.

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10 AI Agent use cases, templates, and examples

Each use case comes with a template for Guidance instructions that acts like a built-in training manual for AI Agent. Then, see how AI Agent uses those templates to respond to real customer tickets.

Note: Guidance are special instructions that tell Gorgias’s AI Agent exactly how to handle customer questions, including when to hand them off to your human agents. This gives you control over AI Agent, so every AI interaction is always aligned with your brand’s protocols.

1. Where is my order? (WISMO) inquiries

90% of shoppers want to be able to track their orders, according to DispatchTrack. Easily fulfill those neverending WISMO requests with one comprehensive Guidance that detects a customer’s current order status to give them the best answer. 

Include these key elements in your where is my order? Guidance instructions:

  • Detect if a tracking number is available: If the order has a tracking number, provide the link to the tracking page.
  • Provide delivery time: Automatically calculate and share the expected delivery date based on the shipping method.
  • Check order status: Inform the customer whether the order is processing, shipped, or delivered.
  • Handle delivery delays: If the system detects a delay, apologize and offer an updated delivery estimate.
  • Escalate complex issues: If the order is missing or has incorrect tracking info, escalate the ticket to a human agent for further review.

Here’s an example of a where is my order? Guidance setup, available as a template in Gorgias:

Where is my order Guidance template

Here’s how AI Agent uses that Guidance to assist a customer with their order inquiry:

AI Agent answers a where is my order customer ticket.

💡 Pro Tip: Can’t find AI Agent? Double-check that you have an active AI Agent subscription and connect Shopify to Gorgias. To do this, go to Settings > My Apps > Shopify > Update app permissions. You must be an Admin to complete this task.

2. Product-related questions

Shoppers ask product questions to get the clarity they need before buying. These pre-sales questions can make or break their decision to buy your product. Close the gap from browsing to checkout by using AI Agent to deliver quick, accurate answers that help them make confident decisions.

Here’s an example of a product-focused Guidance setup:

Footwear sizing Guidance

Here’s how AI Agent uses that Guidance to assist a customer with their product inquiry:

A customer asks a shoe sizing question. AI Agent responds with sizing tips and a link to the brand sizing guide.

💡 Pro Tip: AI Agent can also learn information from your web pages. Go to AI Agent > Knowledge > Public URL sources to sync key web pages like sizing guides, blog posts, and more.

3. Returns

Answering ecommerce return requests can be time-consuming. Requests can range from a simple what is your return policy? question to customers wanting to go through the return process. Regardless, return inquiries can easily be handled by AI and handed off to a human agent if necessary.

Include these key elements in your returns Guidance instructions:

  • Determine return eligibility: Check if the order is within the return window based on your policy.
  • Identify non-returnable items: Inform customers if their item is non-returnable due to your specific policies.
  • Guide through the return process: Provide instructions on how to initiate a return, including steps like entering an order number or using a return portal link.
  • Inform about processing times: Share estimated times for processing returns and refunds.
  • Escalate complex cases: If the return involves exceptions, like damaged goods or international returns, escalate the ticket to a human agent.

Here’s an example of a returns inquiry Guidance setup, available as a template in Gorgias:

Returns inquiry Guidance

Now, look at how AI Agent uses this Guidance to assist a customer with their return request:

AI Agent answers a customer about returns.

💡 Pro Tip: If you’re using Loop Returns, set up AI Agent to automatically send a returns portal link to customers. This Action fully resolves returns inquiries by directing shoppers straight to their orders.

4. Order issues

Order issue tickets often require back-and-forth. The customer states their problem, you ask for photo verification and check if the customer has tried all the different solutions — the list goes on. Let AI Agent cover the bases for you every time, and if needed, escalate the ticket to your team.

Include these key elements in your order issues Guidance instructions:

  • Express empathy for any inconvenience caused: Show that your customer’s happiness and experience are priorities.
  • Handle damaged products: Provide instructions for customers to submit photos of damaged goods, then process a replacement or refund based on your policy.
  • Correct incorrect shipments: If the wrong item was sent, guide the customer through returning the incorrect item and arrange for the correct product to be shipped.
  • Escalate the issue: Route the ticket to a human agent for further handling.

Here’s an example of a Guidance setup for handling order issues, available as a template in Gorgias:

Order issues Guidance

Here’s how AI Agent follows this Guidance to resolve a customer’s order issue:

AI Agent answers an order issue ticket.

5. Cancellations

Canceling orders is pretty much a race against order fulfillment and your third-party logistics. The key is to catch these inquiries as soon they hit your inbox. The problem? Tickets can come late at night or outside of your business hours.  However, when you let AI Agent handle them, customers can rest assured that their request will be dealt with.

Include these key elements in your cancellation Guidance instructions:

  • Check order status: Determine if the order is eligible for cancellation based on its shipping status.
  • Process cancellation: If eligible, guide the customer through the cancellation process and confirm the order has been canceled.
  • Handle shipped orders: If the order has already shipped, instruct the customer on how to return the item once received, or escalate the case to a human agent.
  • Escalate exceptions: For complex or time-sensitive cancellations, escalate the ticket to a human agent.

Here’s an example of a cancellation Guidance setup, available as a template in Gorgias:

Cancellation inquiry Guidance

Here’s how AI Agent follows this Guidance to handle a customer’s cancellation request:

💡 Did you know? You can let AI Agent cancel an order when the customer and order meet certain conditions. For example, the Action will only be performed if the fulfillment status is still empty. Go to AI Agent > Support Actions > Create from Template > Cancel order.

6. Discounts (including BFCM)

Come holiday season, including Black Friday, you’ll be swamped with loads of discount inquiries. Whether it’s customers asking about discount codes not working or if you have any codes available, these repetitive inquiries are best resolved by AI.

Include these key elements in your discount Guidance instructions:

  • Provide active discount codes: Provide customers with a list of current discount codes and their eligibility criteria.
  • Assist with missed discount codes: Help customers who forgot to add a discount code by offering guidance on how to apply it retroactively or escalate to an agent.
  • Troubleshoot code issues: Guide customers through common reasons why a discount code might not be working, like expiry dates, minimum purchase requirements, or product exclusions.
  • Upsell by offering alternatives to discounts: If no active code is provided, offer alternative available promotions or direct them to sign up for the latest offers.

Here’s an example of a discount inquiry Guidance setup, available as a template in Gorgias:

Discounts Guidance

Here’s how AI Agent follows this Guidance to handle a customer asking for coupons:

AI Agent answers a question about free samples or coupons.

7. Customer feedback

Acknowledging feedback, good and bad, can make customers more willing to keep doing business with you. Maintain an honest rapport with customers by letting them know you’re always listening.

Include these key elements in your feedback Guidance instructions:

  • Acknowledge positive feedback: Respond with a thoughtful, genuine thank-you message, reinforcing customer appreciation.
  • Request a public-facing review: Encourage customers who leave positive feedback to share their experience further, such as writing a product review or sharing their thoughts on social media.
  • Escalate negative feedback: For negative feedback, escalate the ticket to a human agent.

Here’s an example of a customer feedback Guidance setup:

Customer feedback Guidance

Here’s how AI Agent uses this Guidance to respond to positive feedback:

AI Agent answers a request for gifts.

💡 Pro Tip: Let AI Agent automatically tag feedback tickets for you by going to AI Agent > Settings > AI ticket tagging. This way, your agents can find all customer feedback organized in one place.

8. Account management

Account management tasks like updating details or managing subscriptions are tedious, time-consuming, and often things customers can do themselves. Let AI Agent handle these tasks to speed up resolutions.

Include these key elements in your account management Guidance instructions:

  • Provide instructions: Provide clear instructions for updating account details like email, shipping address, or payment methods.
  • Verify identity for security: Include steps to verify customer identity before making sensitive changes, like account or subscription modifications.
  • Escalate complex issues: For issues like account access problems or billing disputes, escalate to a human agent.

Here’s an example of a Guidance setup for account management, available as a template in Gorgias:

Take a look at how AI Agent uses this Guidance to help a customer with managing their rewards:

💡 Pro Tip: Use Recharge Actions to automate subscription cancellations or skip shipments with AI Agent. Go to AI Agent > Support Actions > Create from Template > Cancel subscription or Skip next subscription shipment.

9. Collaboration requests

Influencer marketing is on the rise as customers look to social proof when deciding what products to buy. With the right Guidance, your AI Agent can easily manage collaboration and marketing partnership inquiries.

Include these key elements in your collaboration requests Guidance instructions:

  • Gather social media profiles: Prompt customers to share their social media profiles and relevant platforms for review if they haven’t.
  • Request collaboration details: Ask for specifics about the type of collaboration or partnership they’re interested in (e.g., influencer campaigns, sponsorships).
  • Provide next steps: Let the customer know their request will be reviewed and what they can expect in terms of timing.
  • Escalate complex or high-value inquiries: For more significant partnerships, escalate the request to your marketing or partnerships team.

Here’s an example of a collaboration request Guidance setup:

See how AI Agent uses this Guidance to respond to a collaboration request from a content creator:

10. Complex and sensitive topics

AI Agent isn’t designed to handle all tickets. For highly complex and sensitive topics, instruct AI Agent to reroute them to your human agents who are equipped to handle certain subjects with more caution and context than AI. 

For example, a makeup brand would disable AI Agent from taking on tickets about allergic reactions or health concerns so customers receive safe advice.

Here are other messages you should prevent AI Agent from answering:

  • Messages that mention legal actions
  • Messages that mention allergic reactions or health issues
  • Messages where customers report negative reactions to products
  • Messages that mention unsubscribing, stop messages, stop emails or stop texts

Take a look at how AI Agent escalates a ticket about a damaged product:

Note: AI Agent automatically escalates messages with angry language and sentiment to your support team — no Guidance needed.

Keep these 5 Guidance best practices in mind

While AI Agent answers most customer inquiries, you’ll still need to be there to provide it with the barriers to keep its answers on-brand and accurate.

Here are five best practices to keep in mind when creating Guidance instructions.

1. Include Guidance for your top 5 most FAQs

Prime AI Agent with essential brand information by creating Guidance for the top five most common customer questions:

  • Order status and tracking
  • Returns, exchanges, and refunds
  • Order cancellations and edits
  • Discounts and promos
  • Subscription/account management

You can automate a significant portion of customer support and save time for your team just by letting AI Agent answer these tickets.

2. Use a descriptive Guidance name

Always use clear and descriptive names for your Guidance. AI Agent relies on this information to identify whether the Guidance is relevant to the customer’s question. 

For example, instead of naming it “Shipping,” use something like “Shipping policy – domestic & international” to help AI Agent choose the right response.

3. Include examples in your instructions

It’s important to include detailed examples to help AI Agent detect the intent behind your incoming tickets. Clear examples let AI Agent match customer inquiries with the correct response more reliably.

For instance, instead of just saying, “Answer shipping questions,” give it an example: “For domestic orders, say: ‘Shipping takes 5-7 days. For international orders, it takes 10-15 days.’” This helps AI Agent detect when a question is about shipping timelines and respond appropriately.

4. Review and update your Guidance

Customer needs and products change over time, so it’s important to check back on your Guidance to make sure it’s relevant. AI Agent’s responses should reflect any changes to your policies, products, or processes to provide customers with up-to-date information.

5. Test new and updated Guidance in Test Mode

Before going live with new or updated Guidance, use Test Mode to make sure AI Agent is responding as expected.

Here are key things to check in Test Mode:

  • Help Center articles: Verify that AI Agent is pulling from the correct Help Center resources.
  • Guidance instructions: Test your updated Guidance to make sure AI Agent follows the protocols you have laid out.
  • Excluded topics: Ask AI Agent questions about excluded topics to make sure it escalates the inquiry as needed.
  • Tone of voice: Check that AI Agent’s responses are in your brand’s tone.

Lead conversations to faster resolutions with AI Agent

Right out of the box, Gorgias includes Guidance templates to help AI Agent manage your FAQs, like returns inquiries, shipping questions, and more.

Equip your AI Agent with Guidance and watch your support team thrive with more time to nurture your customer relationships and handle complex tasks.

See how AI Agent can transform your support team within minutes by booking a demo today.

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Automation and Self-Service
Gorgias Product

How to Build an Effective AI-Driven Customer Support Strategy

By Alexa Hertel
5 min read.
0 min read . By Alexa Hertel

‎Jordan Brown, Founder of Omnie, recently hosted a workshop at CX Connect in Los Angeles on creating better customer support programs with AI. 

If you weren’t able to attend live, or you just want a refresh, we’ve put together a recap of the workshop.

We'll cover how to get started with building your AI customer support strategy and, once you're up and running, how to measure success and ensure AI is operating properly.

You can also watch Jordan’s full workshop below:

Common AI concerns 

First, Jordan did a bit of “myth busting” and went through everyone’s most top-of-mind concerns for implementing AI. Here’s what they were worried about: 

1) How to measure success quantitatively  

Concern: Unsure which customer service metrics to track and how often to monitor each AI response to ensure it's accurate. 

Jordan’s response: He recommends monitoring customer satisfaction, escalation rate, automation rate, and customer sentiment. 

2) AI will sound too robotic

Concern: How to make everything into your brand voice and not just sound robotic, but personalized.

Jordan’s response: Create brand guidelines and set them up as guidance for your AI agent. 

3) My team worries AI will take their jobs 

Concern: How to use AI as a member of my team without freaking out my team that it's going to take over their jobs. What kind of new tools are they talking about, and how will my team's roles evolve with AI?

Jordan’s response: Agents will naturally feel like they're being replaced by AI, but they'll just have a different focus—sales, monitoring AI, supporting it, and training it. Having that conversation with them is a good idea.

4) The time it takes to set up will affect our current requests 

Concern: We’re just a small team, and we’re worried about stopping to invest our time and energy into setting it up, which could potentially affect the service to customers who already reached out to us.

Jordan’s response: That's understandable. Implementing AI will save time in the end, but it's a huge change.

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How to get started with AI 

Here’s what Jordan recommends for weaving AI into your customer experience program: 

Establish the foundation for your strategy

You've all probably experienced poorly built AI chatbots, especially with massive companies where it's impossible to find their phone number, and you're stuck in chatbot loops.

That situation really benefits the brand because they don't have to talk to customers, saving costs. But you want to benefit both the brand and the customer, so you need to implement AI properly. 

That means setting up AI with a personalized touch, and making sure it's successful so that both brands and customers enjoy the benefits.

Here’s what your top priorities should be: 

  • Identify potential risks and best practices to mitigate risks 
  • Understand AI's capabilities (since it's not going to find lost packages, pick up the phone, or fix damaged products) 
  • Build in your brand tone and voice making the AI feel as human as possible

📚 Further reading: Why having a quality knowledge base is essential to using AI for CX

Set up AI in phases 

Advanced AI tools work off confidence scores. Each AI response has a confidence score, indicating how confident the AI is that its response is accurate. 

At Omnie, Jordan likes to set up AI in phases, where the AI only answers when it's 100% confident. Anything less goes to an agent to avoid risking the customer experience. 

You don't have to turn on AI for everything immediately—you can ramp up slowly. 

Automation and AI also don't need to handle a ticket fully from end to end. 

For example, if a customer wants to return something because they changed their mind, great. But if there’s an issue with the product, send it to someone on the retention team to try and salvage the sale. If it’s for particular reasons, automate the return.

📚 Related: Ecommerce returns: 10 best practices for taking your online store to the next level

Prioritize empathy & personalization 

Empathy and personalization are critical. At Omnie, Jordan and his team weren’t comfortable with automation a year ago because it felt robotic. But with new technology like ChatGPT, you can inject your brand tone and voice. 

You could be funny, concise, chatty—whatever fits your brand. 

They worked with Jason Momoa's water company, where the bot talks like him, making it a unique brand tone. 

When AI is implemented properly, the customer thinks they’re talking to a human, as seen with Frye, a shoe company that’s been around since 1863. Omnie is saving them 240 hours a month of support time, automating nearly 800 tickets, and customers think they’re interacting with a human named Caleb.

To get started, determine your brand tone and voice. If you don’t have a brand book, figure out how you want to talk to your customer so it’s consistent.

📚 Related: New data shows 4 ways automation impacts customer service

Measure and monitor success

As you ramp up, test in the playground before going live, especially for businesses with sensitive information. Monitor the metrics for success: customer satisfaction, escalation rate, automation rate, and customer sentiment. AI isn’t something you set up and walk away from — it requires constant maintenance.

Ramp up with Gorgias AI Agent worry-free

Experience firsthand how AI Agent can transform your support strategy and save your team time by automating repetitive tasks and keeping your brand’s voice front and center. Book a demo now.

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Automation and Self-Service
Customer Knowledge Base

Guide To Creating and Managing A Customer Knowledge Base

By Tina Donati
19 min read.
0 min read . By Tina Donati

Let’s be clear: a customer knowledge base is not a landing page full of frequently asked questions.

Sure, FAQs can live in your knowledge base, but they can do so much more than simple Q&A. 

A well-crafted Help Center is a strategic asset, propelling your conversion goals by easily guiding customers through the sales funnel.

We’ll walk you through what a knowledge base is, how it can support your bottom line, and everything you need to know to create yours successfully.

What is a customer knowledge base?

Customers love having the power to solve problems independently and on their schedule. That's precisely what a knowledge base delivers.

Your knowledge base isn’t just a static library of articles — it's an interactive portal connecting your customers to sales and customer service. That means making it easy for them to find answers before purchasing and helping them troubleshoot any possible issues afterward.

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How a knowledge base can transform your customer service (and customer experience) 

Now that we've introduced the concept of a knowledge base, let's dive deeper into how these helpful landing pages can drive revenue by leveling up your customer service game. 

Zero-touch resolutions

90% of consumers worldwide consider issue resolution as their top priority for customer service. And with a knowledge base, you can make their dreams come true with 24/7 self-service support.

Think of a customer knowledge base as your company's information powerhouse that includes helpful articles, FAQs, contact methods, and more ––– all readily available 24/7 for your customers to tap into whenever they need help. 

And the magic word that describes why a knowledge base is so powerful? Self-service.

Nail this experience, and your knowledge base will serve as a revenue-driving machine for acquisition- and retention-based goals. 

No more waiting in line, playing phone tag, or being told the customer support team is “offline until tomorrow.” As long as customers can easily locate the information they’re after (more on this later), they get an immediate response to their questions.

Reduce support burden (and response time as a result)

Your support team deals with a mountain of questions every day: 

  • "Where's my order?" 
  • "What's your refund policy?" 
  • "How long does shipping take?" 

…These are the classics. 

Imagine dramatically cutting down the number of repetitive inquiries your team handles or eliminating them entirely. Your knowledge base can make this happen. By leveraging data to pinpoint the most frequently asked questions, you can create help articles that address these issues and showcase them at the top of your knowledge base.

But how do you identify the most common questions? Two straightforward solutions are already at your fingertips in the Gorgias Helpdesk.

1. Monitor commonly used tags: Tags are labels for categorizing tickets by topic or customer intent. Regularly reviewing tags helps identify common customer inquiries. Generally, the more a tag is used, the greater the need for clarity on that topic. 

On Gorgias, navigate to Statistics > Ticket Insights > Tags to see the frequency of tag usage. This view gives you an overview of popular tags. You can adjust the view by filtering by app integration, channel, and date range. 

View all Tags in Gorgias
View all ticket tags to learn about your customers' top inquiries.

2. Review your intent statistics: Intent Statistics provide valuable insights into why customers contact support. You can understand the primary reasons behind customer queries by analyzing these statistics.

On Gorgias, go to Statistics > Ticket Insights > Intents to review the usage frequency of different customer intents.

This feature provides a clear bar graph view of customer concerns frequently mentioned in messages. You can also change the view using channel and date range filters.

View ticket intent statistics in a bar graph view in Gorgias
View your ticket intent statistics for a comprehensive understanding of customer concerns.

The result: Customers don’t have to search through your articles, and your support team frees up time to focus on providing better customer experiences.

Questions answered, problems solved.

Final tip: To streamline the creation of your Help Center, we created 50+ ready-to-use article templates on key topics like shipping, tracking, account setup, and product details. See the templates here.

Turn inquiries into sales

Customers browsing your store often need help deciding between options or understanding how your product works. Don’t let them leave with uncertainty.

A knowledge base isn't just for answering questions about shipping or order tracking — it can also function as a personal shopper, guiding customers toward the perfect fit or style.

With Gorgias Convert, you can engage customers at key moments with personalized, persuasive messaging. Offer exactly what they need while they’re viewing a product, such as a helpful guide from your knowledge base that:

  • Clarifies product details
  • Increases brand awareness
  • Encourages them to explore more of your catalog

Take TUSHY, which highlights an article on their toilet compatibility page when customers show a 30-second delay on their bidet product page.

TUSHY
TUSHY displays its toilet compatibility guide to customers viewing a bidet page.

As another example, if a customer asks, "I have wide feet. Will your shoes fit me?" don’t just respond with a simple "yes." Take it further by sharing helpful links to articles about your shoe size and fit. This approach answers their question and boosts their confidence in purchasing.

Reinforce your brand 

Delivering information in a consistent tone across all customer interactions builds trust and leaves a lasting impression. You can easily do this in your knowledge base by staying in line with your brand's tone and style and communicating your company’s values. 

Let’s run through an example: Let's say you sell organic skincare products, and you want to use your knowledge base to establish your expertise and the brand values you share with like-minded people.

Health-conscious consumers often have specific concerns about product safety, ingredients, and potential side effects. Your knowledge base is the ideal platform to address these concerns transparently. How? 

Explain the benefits of organic ingredients, the absence of harmful chemicals, and how your products contribute to healthier skin. 

Proactively addressing these concerns promotes a lifestyle choice centered around happy skin and well-being. Doing so will set you up to be seen as a trustworthy source of information about safe beauty.

Everything you need to know about creating & managing a customer knowledge base

Next, we’ll walk you through creating and managing your customer-facing knowledge base.

How to set up a knowledge base

These initial steps are the foundation of a successful knowledge base, ensuring long-term success.

1) Identify your customer’s frequently asked questions

To lay the groundwork for your knowledge base, you need to know your customers like the back of your hand. A few ways you can kick off this research: 

Review key questions and phrases from your previous conversations with customers: Dive into your customer support history, whether it’s through email, live chat, or social media. 

Look for recurring questions, common issues, or patterns. For example, those should be high-priority topics if you're constantly fielding inquiries about sizing or return policies. 

You can learn these by looking into the reasons for contact with Gorgias. This AI-powered feature identifies a ticket's contact reason from its message content. Reasons could range from cancellations and refunds to shipment issues and feedback. The Contact Reason is conveniently located at the top of each ticket, as shown in the image below.


Use customer satisfaction surveys to discover what burning questions are on your shoppers’ minds: To view satisfaction scores on Gorgias, navigate to Statistics > Support Performance > Satisfaction. 

This section provides details on surveys sent, response rates, average ratings, and response distribution over three months. Filter for scores of 3 stars or below. Analyzing lower ratings and their accompanying comments will help you pinpoint the topics your Help Center articles should address.

Gorgias’s Satisfaction Statistics allows you to filter survey responses by score, channel, tags, and more.

Any customer data you have available becomes your roadmap to creating valuable knowledge base content.

The research step is crucial, and here’s why: In 2022, Deloitte Digital conducted research with Twilio about the business value of trust. The results showed that when companies make it easy to do business with them, 96% of consumers trust the brand more.

When asked how companies can make it easier to do business with them, customers said the following factors are the most important: 

  • Making sure issues are resolved quickly
  • Being able to easily get in touch with a real person for help (and not getting bounced around from person to person when trying to solve a problem)
  • Being able to simply find answers and get information as needed on their own.

Your knowledge base can help with all three factors. As a result, Deloitte’s research found that customers are more likely to reward that trust by making more frequent and higher-value purchases. 

2) Use templates to streamline page creation

Starting a Help Center can be daunting, especially when you're strapped for time already.

Creating a Help Center involves research, brand consistency, copywriting, and page structure. Luckily, platforms like Gorgias provide templates that eliminate the guesswork and lighten the load.

These ready-to-use templates are crafted from successful Help Centers across various industries, giving you a proven framework to structure your own content confidently.

3) Customize the look of your knowledge base

Your knowledge base isn't just a sidekick. It's a key part of your brand's identity. No matter if a new customer lands on your knowledge base through your main site or via a Google search, it should feel like they're interacting with the same business as they jump between the knowledge base and your main site pages.

That’s why you need to ensure your knowledge base’s branding seamlessly matches your website, creating a cohesive experience for your customers. 

A few elements to consider:

  • Add your logo to the header
  • Match the header design to your main website
  • Edit fonts and use your preferred typeface
  • Use similar iconography and images as you would on your other website pages

Princess Polly’s customer knowledge base ties in all of these elements well. Even though the knowledge base is on a separate subdomain, it doesn’t feel any different from the brand’s main domain from a user’s perspective.

Princess Polly's knowledge base design matches its main homepage, keeping the user experience cohesive.

Platforms like Gorgias allow you to edit fonts, logos, and headers for your Help Center without any coding required. If you're craving more customization, you can dip into HTML and CSS to tailor specific elements.

4) Make your pages categorizable and searchable

Remember, the goal here is to make things effortless for your customers. If your knowledge base is a maze of articles without clear categorization, it's not user-friendly — it's a Q&A jungle that nobody wants to venture through. 

Organize all your articles with crystal-clear categorization — think "Shipping," "Returns," "Loyalty Program," and "Sizing." Don't forget to add a smart search bar that understands keywords and common phrases to recommend relevant articles.

"We have a great Help Center that attracts tens of thousands of monthly visitors who are then redirected back to the main site and in this circular motion where we don't want those customers to drop off. Two critical aspects drive this success: ensuring accessibility so customers can easily find the answers they need, and providing direct contact options for our team. We don't want you to have to go searching for your answer to the point where you're frustrated and you stop that purchasing experience." —Colin Waters, Leading at The Feed & former Associate Director of Customer Experience at BrüMate

Turn your knowledge base into an interactive Help Center

Once you’ve gone through the foundational steps, you can work on taking your knowledge base to the next level. This will enhance customer satisfaction and engagement.

5) Create automated and interactive FAQs

In a world where 65% of customers expect companies to adapt to their changing needs and preferences, proactive customer service is essential. One way you can satisfy this expectation is to use automated and interactive FAQs via chatbot that adjust to customer needs.

For example, with Gorgias Automate, you can use Article Recommendations in Chat to help customers out without live agent help. When they type in the Chat, they'll automatically receive a relevant Help Center article suggestion.

The goal is to answer the customer’s question without having to pull in a support agent.

What if automation doesn’t answer a customers’ question? Glad you asked! At the end of the flow, if the customer still requires help then a ticket is then created for an agent to follow up.

6) Offer self-serve order tracking

Order tracking is a hot topic for customers, so don't be shy about it. Add more than one CTA that customers can click to track their order without having to get in touch with your team.

Feature an order tracking CTA prominently in your knowledge base's header, via chat, and as a main option on the Help Center page. 

See the screenshot from Parade below, for example: This may seem overkill, but we promise it’s not. The data to prove it: merchants who use Gorgias’s automation tools reduce support tickets in their helpdesk by 60%.  

7) Go multimedia

Parade
Parade's knowledge base includes two links to order tracking, including in their chat.

When it comes to crafting a comprehensive knowledge base solution, text alone might not always suffice. Customers often prefer visual cues, and research has shown that visual content can significantly improve understanding and retention of information. 

Think about any time you’ve built a piece of furniture that you bought online. Those manuals are confusing enough as is — even with the images added to every step. Imagine how much head-scratching you’d be doing if you didn’t have the images to accompany you. 

That’s why images, videos, and other iconography are useful to include in your knowledge base, so you can eliminate confusion and boost user confidence.

Check out how Loop uses videos along with written instructions for tutorials: 

Loop includes a product how-to help center article with a YouTube video.
Loop includes a YouTube video in their instructional article.

8) Make contact forms easily accessible

Yes, one of the key objectives of a knowledge base is to empower customers to find answers and solutions independently. However, there will always be situations where customers require personalized support — like when an order arrives damaged, for example. 

Integrating contact forms directly into your knowledge base provides a straightforward channel for customers to reach out for assistance. But these inquiries can be difficult to keep up with when you have multiple forms living on various parts of your site. 

💡 Tip: Add a “contact us” CTA in your knowledge base. If a customer clicks it, they’re redirected to the main contact page on your website. You can also create a knowledge base form that’s separate to track traffic from the Help Center page alone.

Here’s an example from BrüMate, which features its “contact us” form directly on the Knowledge Base domain:

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BrüMate has a contact form right within their knowledge base.

9) Add flexible communication options

It’d be nice if you could promptly answer every customer’s question, but sometimes, a self-service knowledge base isn't enough. Unique situations will arise, and that's where the human touch comes in. 

A staggering 83% of customers agree that they feel more loyal to brands that respond to and resolve their complaints. So, be prepared to chat live when the need arises.

Concerned about managing live chat support? A few ways to make it easier for strapped CX teams:

  • Only implement live chat on specific web pages, so it’s not featured on all pages on your site.
  • Set realistic SLAs for when your customer support team is online, so if it’s outside working hours the customer shouldn’t expect an answer until the following day.
  • Highlight your most prominent FAQ articles as soon as someone opens the live chat window, so they can find certain answers without contacting your team.

Here’s another knowledge base example from Princess Polly, which features a live chat widget on its knowledge base page and highlights key FAQs.

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Princess Polly's chat widget pops up on their knowledge base to provide customers with an easy way to contact a live agent.

⚡ Key Takeaway: Every customer has a different preference for how they want to be communicated with. It’s important that you offer various methods to satisfy those preferences.

Keep your knowledge base updated

Your knowledge base is an ongoing initiative. As you expand your product line and discover new information, you’re going to want to adapt your knowledge base to continue meeting the needs of your buyers. 

So lastly, let’s talk about maintaining and evolving your knowledge base to ensure you continue providing a high-quality and effective experience. 

10) Track knowledge base analytics

Your knowledge base is an evolving entity. Using analytics to your advantage will help you continue to improve it over time. 

Here are a few questions to consider:

  • Are some queries or questions more popular than others? Use this to improve your content hierarchy by placing the most relevant information upfront. 
  • Is one method of communication preferred? Customers naturally scan left to right and top to bottom. Line up your most popular contact options with that in mind. For example, if you’re placing email, live chat, and phone number options left to right, feature email first if you know that’s the most popular contact option.
  • What time of day do you see an uptick in engagement on your knowledge base? Trigger a customer service email workflow that shares FAQ pages to send during these times.
  • What common questions can you place on other areas of your website? If customers are asking how your products are sustainable, it might be worth just adding that information directly to your homepage, product description pages, or on social media. Plus, you can pass this feedback to other teams like marketing, which can delve deeper to solve these problems at the root.

Gorgias's cloud-based integration with Google Analytics makes tracking engagement a cinch, helping you uncover the most-viewed questions, peak activity times, and top-clicked links.

11) Get feedback from customers

Metrics from your analytics tools is helpful but becomes even stronger when you combine it with qualitative data. This type of information has to be collected directly from customers, which you can do via feedback forms. 

After each support interaction, simply ask customers how you can improve. Some questions you can ask are:

  • Did they know your Help Center existed? 
  • Was it easy to find? 
  • Did they have trouble finding the answer they needed? 

12) Optimize your knowledge base for search

Did you know your knowledge base can be used as an acquisition tool by driving organic traffic to your website? Optimize it for search engines by framing questions as main headings.

For example, article titles can be formatted like, "What is your return policy?" This way, when potential customers search Google for answers, your article will appear.

When building your knowledge base in Gorgias, you can even customize your meta title and description for an extra SEO boost. Check out ALOHAS’ knowledge base as an example. For customers who search “What is Alohas’ return policy?” in Google, this article will show:

image


The ALOHAS Help Center is the highlighted result on Google thanks to search engine optimization.

13) Regularly audit articles

We all know things won’t stay the same forever. Products change, ingredients shift, and branding gets a makeover.

When information changes, It's essential to shift the information in your knowledge base too. 

What if you decide to change your shipping policy, so it’s only free after a customer spends $50 versus $25? The last thing you want is an irate customer pointing to an old article that mentions the $25 rule.

This is why you must regularly audit and quality check your articles to ensure they're as recent as possible. Failing to do so can impact customer loyalty.

Examples of a full-fledged interactive knowledge base

Now that you have the full scoop on building a successful customer knowledge base, looking at specific examples may help. 

Here are a few businesses that have integrated automation, clear categorization, and user-friendly interfaces to empower customers to find answers and solutions efficiently.

BrüMate

BrüMate's Help Center stands out for its customer-centric approach. Here's what makes it effective:

Directly addresses key questions

Right at the top of the page, BrüMate addresses two of the most common customer queries: the returns policy and compatibility with their products. This ensures that customers can find answers without scrolling.

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BrüMate's puts its most important links at the top of its knowledge base.

Directing customers to the right product

BrüMate goes a step further by offering a personalized product finder quiz. This interactive element helps customers discover the perfect BrüMate product that suits their needs without the hassle of extensive research.

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BrüMate's product finder quiz.
“We’ve started pushing people towards resources that are in our Help Center. We're trying to help our customers self-solve.”

—Colin Waters, leading at The Feed & former Associate Director of Customer Experience at BrüMate

Accessible support

The Help Center features easily accessible header links, including options to track packages and return to the main site. The chat bubble is readily available, and if the customer service team is offline, customers can access helpful articles.

ALOHAS

ALOHAS’s Help Center excels in providing quick and convenient access to information. Here's what sets it apart:

Top questions featured

Just like BrüMate, ALOHAS prioritizes customer needs by featuring top questions prominently at the top of the page. This means customers don't have to scroll to find answers.

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ALOHAS puts its most frequently asked questions about refunds and shipping at the top of its knowledge base.

Effective use of iconography

ALOHAS uses icons effectively for Call to Action (CTA) buttons related to orders, including tracking, returns, cancellations, and reporting issues.

image


ALOHAS makes it easier to navigate their knowledge base with icons and emojis.

User friendly categorization

The Help Center is well-organized with clear categorization of articles, making it easy for users to navigate and find relevant information.

Powerful search function

ALOHAS' search function is highly effective, pulling relevant information based on key phrases, further enhancing the user experience.

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ALOHAS includes a search bar to allow customers to find their specific questions quickly.

LUNO

LUNO takes a minimalist approach that proves simplicity can be highly effective:

Simplicity

LUNO demonstrates that sometimes less is more. The Help Center is clean and uncluttered, ensuring customers can find what they need without distractions.

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LUNO's knowledge base is simple without extra decorative elements like images or icons.

Dedicated product information

Many articles are dedicated to specific product questions, such as compatibility, user manuals, and repair guides. It serves as a virtual manual for customers.

Turn your customer service knowledge base into a conversion machine

88% of customers already search your website for some kind of knowledge base or FAQ. It's your chance to transform those searches into conversions.

All of the knowledge base tools mentioned today are available with Gorgias, which you can try for free for 7 days.

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Ecommerce Customer Support
Automation and Self-Service

How AI Agent Works & Gathers Data

By Alexa Hertel
8 min read.
0 min read . By Alexa Hertel

TL;DR:

  • No data is stored. AI Agent follows a zero data retention policy and complies with regulations like GDPR and CPRA.
  • Learns from your store’s data to provide personalized support. AI Agent pulls from sources like Shopify, your Help Center, and internal documents to respond with relevant, on-brand answers. The use of internal knowledge rather than public databases helps to avoid generic answers.
  • Constructs sentences using a mix of different large language models (LLMs). AI Agent uses OpenAI, Anthropic, and other models to form natural-sounding responses.
  • Feedback helps improve AI Agent’s performance. Support teams can review AI Agent’s responses, while Gorgias also monitors feedback from thousands of brands to optimize back-end prompts.

AI Agent is a conversational AI support assistant designed specifically for ecommerce brands. Trained on your store’s Shopify data, policies, and brand guidelines, AI Agent responds to customer interactions with personalized, high-quality answers.

But is it the good type of AI?

As AI emerges more and more as a necessity for CX teams, there are a few common concerns among leaders. Worries that it will steal customer data, use data to enhance OpenAI’s LLM, or leverage shopper data for things outside of its scope are just a few.

To quell those concerns, we’ll go into the specifics of how AI Agent actually collects and uses data.

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Jump to an answer: 

‎How does AI Agent collect data? 

Gorgias’s AI Agent uses merchants’ unique data, including orders, ticket information, product catalogs, and store content, and then uses a blend of state-of-the-art LLMs, including OpenAI and Anthropic, to help it construct natural, human-like responses.

AI Agent uses the following as data sources: 

  • Custom Guidance
  • Shopify order data
  • Your Help Center
  • Public webpages
  • Macros
  • Handover instructions and excluded topics
AI Agent learns from internal merchant data

How AI Agent handles Shopify order data 

The information AI Agent has access to is approximately the same data as the one presented in the Shopify widget in the Gorgias helpdesk. We push this same information to AI Agent to compute the next step for the customer.

Some of the data permissions that AI Agent has when integrated with Shopify include access to all orders, all draft orders, order edits, fulfilments, products, customers, themes, discounts, scripts, and content.

Gorgias

               The Customer Sidebar displays Shopify data.
             
         

How AI Agent chooses data between different data sources

AI Agent processes the information from the ticket to understand where to pull the relevant data from, such as correlating information from the account associated with the interaction as well as the intent of the message. Here’s how it works.

🎟️ Ticket analysis

AI Agent first analyzes the content of the ticket to identify the key information and intent behind the customer's inquiry.

📊 Data correlation

It correlates this information with the available data sources, such as Guidance your team sets up (which takes precedence over other knowledge sources), Help Center articles, Macros, and any other integrated knowledge bases.

🤔 Context understanding 

AI Agent understands the context of the message and retrieves relevant data. If there are multiple sources of information, it determines which source is most pertinent to the query.

Four conditions must be fulfilled before AI Agent can reply to a question

💬 Clarifying questions

If the ticket has vague or insufficient information, AI Agent will ask clarifying questions to ensure it pulls the correct information.

✅ Internal QA process

Before sending the response, AI Agent undergoes an internal QA process where it verifies the information and creates an internal note for the merchant. This note includes information on what knowledge and Shopify data was used, and shows "reasoning" for the event if the QA failed.

🗣️ Feedback loop

Merchants or admins can provide feedback on whether the resolution was good or bad, and AI Agent uses this feedback to improve future responses.

Does AI Agent store data?

Gorgias and AI Agent do not store shopper or customer data. 

AI Agent operates under a zero data retention (ZDR) policy, meaning that once the request is processed, the data is not stored.

📚 Further reading: Our Master Service Agreement (MSA) and Data Processing Agreement (DPA) govern the use of all Gorgias services, including AI Agent. If you’d like to learn more, these terms detail the data we collect and how we use Artificial Intelligence.

AI Agent prioritizes data security

Data privacy and security are top priorities for us, and our systems are designed to handle data in a secure manner without retaining personal or sensitive information. 

AI Agent uses language models developed by OpenAI. OpenAI does not use customer data to train their models, and there is a zero data retention policy. Any data sent through the API is not stored beyond the duration needed to serve the request pulled.

Gorgias is SOC 2 Type II compliant and adheres to strict regulations and standards to ensure the privacy, security, and proper handling of sensitive data. 

AI Agent does not use shopper data to enhance its LLM

AI Agent and Gorgias comply with stringent data privacy regulations, such as the General Data Protection Regulation (GDPR) and California Privacy Rights Act (CPRA), ensuring that shopper data is handled securely and responsibly without being used for model enhancement.

This approach ensures that shopper data remains private and is not utilized beyond the scope of providing immediate customer support​​.

“We were initially nervous about using AI, but it has quickly proven its worth. Our community members have even mistaken the AI Agent for a real person, which speaks volumes about how well it aligns with our brand voice.”

—Zoe Cranney, Community Experience Expert, LSKD

Is AI Agent trustworthy?

Yes! AI Agent was built not only to provide instant and accurate responses, but also with transparency in mind. For every interaction that AI Agent has, it provides you with an internal note that covers:

  • The Guidance/Articles/Macros it used
  • The source of the account information it pulled
  • A prompt for your feedback to improve future responses
AI Agent

How accurate are the support responses?

While no AI tool is capable of perfect accuracy 100% of the time, we put several safeguards in place to keep AI Agent from sending inaccurate information.

Trained on your knowledge — not generic information 

When AI Agent responds to a customer, it pulls from your team’s specific documents. Aside from the Guidance you set, which it prioritizes, AI Agent uses your Shopify order data, Macros, your brand’s webpages, as well as your Help Center.

Using AI Agent is unlike only relying on ChatGPT for answers, which uses broad information. AI Agent draws from your data only, making its responses highly accurate and personalized to your brand.

We use multiple LLMs for natural language processing

LLMs like OpenAI and Anthropic’s main role in AI Agent is to recognize and form natural-flowing responses. It can speak in different languages and tones to align with your brand voice. This, combined with your own internal knowledge sources, helps add that human touch that sets it apart from automated emails and bots.

Topics can be excluded or handed over

As another layer of control, we let you define topics that AI Agent should completely ignore and hand over to your team.

For example, some topics — such as medical questions or legal threats — are too sensitive to handle with AI. You can add these to your Exclusion or Handover topics to ensure AI Agent does not respond to them.

Teams can provide feedback on resolutions

You can improve AI Agent’s responses by providing feedback on how it handled tickets. You can either approve of its behavior or suggest adjustments to improve future interactions.

For example, when an influencer reached out to hip toddler carrier brand Wildride and said, “I really love you guys,” AI Agent replied, “Love you too ❤️❤️”. 

Amber van den Berg, Head of Customer Experience, found this really funny, as it was exactly the type of response the team would have given. But if that response wasn’t quite right, or wasn’t on brand, they could have given AI Agent that feedback.

Do you have to legally disclose that you’re using AI?

You have the choice of whether or not to disclose your use of AI in response generated by AI Agent.

However, for maximum legal protection, we recommend using your email signature to indicate that the message your customers receive has been created with AI. 

  • In email: Use the Email Signature setting to disclose your use of AI.
  • In chat: Use the Privacy Policy feature to disclose your use of AI.

Note: Some laws, such as the California Bolstering Online Transparency Act, prohibit misleading consumers about the use of automated artificial identities.

Give better support to your CX team & your customers 

"I saw how well AI Agent was replying to customers and really started to think about how we could optimize it to work for us even more,” said Amber van den Berg, Head of Customer Experience at Wildride.

“Within one month, AI Agent was answering 33% of emails, which is quite impressive." This was essential for Wildride’s CX team after viral social media content bumped 1000 tickets per month to 1000 tickets per week. 

Now, the team is freed up to focus on more complex issues, and AI Agent can fill in the rest.

Book a demo to see how AI Agent can work for you.

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