Gorgias Adds Generative AI Auto-Reply for Ecommerce Support Tickets
Gorgias's new AI agent can now resolve up to 60% of Shopify support tickets without human intervention, using order data and your brand's tone of voice.
Gorgias has significantly expanded its AI capabilities with a new generative auto-reply system that can handle routine customer inquiries end-to-end. Unlike rule-based macros, the new AI agent reads the full ticket context, checks live Shopify order data, and drafts responses in the brand's trained voice. The company claims merchants using the feature have resolved up to 60% of inbound tickets without any human agent involvement. The AI is trained per-merchant, meaning it learns your return policy, shipping timelines, and product catalog. Gorgias also introduced a 'confidence threshold' setting, so brands can choose how autonomous the AI is before escalating to a human. The feature is included in all plans above Starter.