<Brand’s> AI and Automation transformation
The Gorgias approach to efficient and effective CX
Empower customers to self-serve and leverage AI to deliver personalized responses based on your help center & policies.
TIer 1 Tickets: AUTOMATE
Human teams handle complex or escalated interactions �with assistance from help desk integrations.
Tier 2 Tickets: HELPDESK
With the freed up time, focus on retention strategy and high-LTV interactions.
RETENTION + REVENUE
Next Up Live Demo!
AI powered CX built for ecommerce
Automate helps reduce CX costs
Flows�Upgrade your website’s CX with self-service
AI Agent�Meet your newest team member
— Resolve queries instantly with human-like conversations and Actions
— Easily train AI on your processes, knowledge, and brand voice
— Build Flows to answer FAQs, recommend products, and execute simple actions
— Let customers track and manage orders with Order Management
“The ability to automate routine inquiries has been a game-changer for us. We can now focus on delivering the personal connection our brand is known for while growing our business.”
Senior CX Manager,�Dr. Bronner’s
AI powered CX built for ecommerce
Grow with AI-powered CX!
AI Agent is an extension of your CX team
AI powered CX built for ecommerce
How AI Agent achieves high-quality responses
Knowledge Sources
Guidance
Help Center
Macros
Website
Controls
Handover Topics
Internal QA
Feedback
Brand Voice
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2⃝
AI Agent Actions
Manage returns and return status
Edit orders, fetch status, and more
Cancel and skip subscriptions
Manage marketing lists
Add or spend loyalty points
Manage loyalty point balance
Process returns and fetch status
Locate and
edit orders
Locate and cancel orders
Cancel and update orders
Edit
shipping address
Custom Actions
Actions with more tools frequently added
Resolutions, not just responses
AI powered CX built for ecommerce
Answers the ticket: AI Agent answers the shopper’s inquiry after a QA process
How does AI Agent work?
Understands the ticket and pulls the knowledge: AI Agent processes the ticket information, and understands where to pull the relevant knowledge from
Coach your AI: you can provide feedback to the AI Agent on whether or not this was a good or bad resolution and what can be done to improve in the future for similar tickets
Shares how it answered: AI Agent shares the reasoning behind the answer provided to the ticket through an internal note (i.e. information on the account, relevant article, etc.)
When does AI Agent send a reply to the shoppers’ inquiries?
The AI Agent’s inquiry went through the QA step
i.e. assess if the AI Agent’s message actually answers the inquiry and respects your instructions
The shopper uses a neutral or happy tone of voice
i.e. the shopper is not angry
The inquiry’s topic was not excluded by you
AI Agent has the knowledge to answer the inquiry
i.e. you provided the knowledge in Guidance, Help Center, website pages or your Shopify integration
First time response
50s
Resolution Time
1min
CSAT for AI Agent
4.5+
Improved CX with tangible results
AI powered CX built for ecommerce
Additional automation Rate
+30%
You're growing and you want to avoid extra hires
Number of Agents you don’t need to hire
Cost savings from agents reduced per month
COMMIT
LIKELY
BEST CASE
TICKET CLOSED
PRODUCTIVITY ↑
TICKET CLOSED
TICKET CLOSED
Business outcomes
XX
XX
XX
XX
XX
XX
You want to reduce your costs
Business outcomes
Number of agents reduced
Cost savings from agents reduced per month
COMMIT
LIKELY
BEST CASE
COST ↓
$
XX
XX
XX
XX
XX
XX
You want to reinvest your savings to drive revenue growth
Total Agent hours saved per month
COMMIT
LIKELY
BEST CASE
REVENUE ↑
Business outcomes
XX
XX
XX
Revenue generated from time saved per month
XX
XX
XX
Customer stories
26%+ of tickets resolved by AI Agent in 1 month
99.8% faster first response time vs. CX team average
Higher CSAT scores (4.67) vs. the team average (4.6)
99.4% faster resolution time vs. CX team average
20%+ Automation rate achieved in 2 weeks
99.3% faster first response time vs. CX team average
99.9% faster resolution time vs. CX team average
5X ROI with Automate
50%+ of interactions resolved by Automate
69% faster resolutions YoY (10h07 -> 3h10)
Team of 5 can handle BFCM (not 20, like in 2021)
65% faster responses YoY (20h -> 7h30)
Features deep-dive
Onboard: Settings
Get started with the basics
AI powered CX built for ecommerce
Onboard: Tone & Knowledge
Get started by setting up AI Agent for success
AI powered CX built for ecommerce
Onboard: Handover topics & Tagging
Customize how tickets get resolved and how they are tagged
AI powered CX built for ecommerce
Automate: Guidance
Apply Guidance to determine AI Agent’s behavior in specific scenarios
AI powered CX built for ecommerce
Automate: Actions
Choose Actions for AI Agent to perform and streamline your support
AI powered CX built for ecommerce
Automate: AI Agent in Chat
Activate this channel for AI Agent to automate interactions on your website
AI powered CX built for ecommerce
Observe: Test
Test out your AI Agent to see how it will reply in specific scenarios
AI powered CX built for ecommerce
Observe: Turn AI Agent on
Enable AI Agent to start communicating with shoppers via Email
AI powered CX built for ecommerce
Observe: Turn AI Agent on
Enable AI Agent to start communicating with shoppers via Chat
AI powered CX built for ecommerce
Observe: Turn AI Agent on
Enable AI Agent to start communicating with shoppers who start conversations on Contact Form
AI powered CX built for ecommerce
Observe: AI Agent Views
Get the full picture of where and how your AI Agent tickets are organized
AI powered CX built for ecommerce
Observe: AI Agent Performance
Evaluate AI Agent's performance by tracking KPIs & compare AI Agent's performance to the rest of the support team
AI powered CX built for ecommerce
Coach: In-Ticket feedback
Improve your AI Agent performance by providing feedback & updating its knowledge
AI powered CX built for ecommerce
Coach: In-Ticket feedback
Get the full picture of what and how your AI Agent is performing
AI powered CX built for ecommerce
How you’re going to
transform your CX
Shift team’s scope of work
Your team will be working on optimizing AI Agent set up, and use the freed up time to improve your CX and drive revenue, provide strategic insights to other teams
No extra hire for peak seasons
You do not need to hire anymore any additional support agent for peak seasons like BFCM or Father’s Day, or to compensate growth.
1⃝
2⃝
AI powered CX built for ecommerce
3⃝
Reduce headcounts
You might not need everyone from your externalized team anymore. This reduction translates into cost savings.
Improve CX to drive LTV
Reduce CX Costs
AI Agent is going to transform what your team works on
AI Agent is going to transform what your team works on
Provide strategic insights to other teams
Improve CX and drive revenue
Manage your Automate capabilities
“Now my team is not reactive, putting out fires. We are proactive, we create new relationships and drive sales for our brand.”
“I promoted my best agent as an Automate lead and incentivized him on automation rate. He achieved the 30% target and got promoted again.”
“Our leadership values a lot the level of insights we can bring to other teams as we hear constantly our customers.”
Alex, Head of Customer Experience, July
Alexandria, Sr Director of Operations, Princess Polly
Caela, Director of Customer Experience, Jaxxon
AI powered CX built for ecommerce