AI customer support , by Gorgias , since 2015
Gorgias AI Agent
Per-resolution AI agent bundled into Gorgias's ecommerce-focused helpdesk
- WEB
- API
- EXTENSION
What Gorgias AI Agent does
Gorgias AI Agent automatically resolves customer support tickets for ecommerce brands (mostly Shopify merchants), handling order status, returns and product questions across chat and email while integrating directly with store and order data. It targets DTC and ecommerce businesses already using or adopting Gorgias's ticket-based helpdesk. Pricing is per-ticket rather than per-agent, with AI resolutions billed separately per conversation resolved.
What you get: Native Shopify/ecommerce order data integration, Per-resolution AI billing on every plan, Unlimited agent seats, ticket-volume-based pricing, Automated returns, refunds and WISMO handling, Multi-language AI responses, Image recognition for product/order questions, Voice and SMS add-ons.
Typical jobs: AI helpdesk for Shopify stores; automate WISMO (where is my order) tickets; AI customer support for DTC ecommerce brands; reduce support costs for small ecommerce teams.
Worth knowing: AI-resolved tickets are billed twice: once as a helpdesk ticket, once as an AI resolution, a documented source of bill shock.
What users complain about: Merchants describe 'Gorgias AI just doesn't work' scenarios, weak or off-brand answers persisting even after heavy training, and the bot suggesting an article instead of taking the action the customer actually needed. (Shopify App Store reviews / eesel AI review roundup)
Pricing and plan limits
Verified August 2026| Plan | Monthly | Annual (per mo) | Limits |
|---|---|---|---|
| Starter | $12 | $10 | 50 tickets/month included; AI Agent billed extra at ~$1.00/resolution |
| Basic | $60 | $50 | 300 tickets/month included; AI Agent ~$0.90/resolution |
| Pro | $360 | $300 | 2,000 tickets/month included |
| Advanced | $900 | $750 | 5,000 tickets/month included |
| Enterprise | not disclosed | n/a | 5,000+ tickets/month, custom |
Where it wins
- Deep ecommerce/Shopify integration: order status, returns and refunds handled natively
- Unlimited agent seats, pricing scales by ticket volume, not headcount
- AI Agent included on every plan rather than gated to top tiers
- Fast to deploy for standard ecommerce use cases (WISMO, returns, sizing)
- Large install base on the Shopify App Store with 600+ reviews
Where it falls short
- Billing double-dips: an AI-resolved conversation is charged both the per-ticket helpdesk fee and the separate AI resolution fee
- Independent benchmarks put Gorgias AI Agent response accuracy at 59%, below the 71% category average
- Gorgias has publicly acknowledged the AI can invent product features or generate fake discount codes
- One merchant reported roughly $14,000 in unexpected automation fees on top of a ~$13,500/year Advanced plan after enabling AI Agent
- Overage fees per extra ticket ($0.32-$0.40) add further cost unpredictability beyond plan limits
How we scored it
Full methodology| Criterion | Weight | Score | Contribution |
|---|---|---|---|
| Capability | 30% | 6.5 | 1.95 |
| Value for money | 25% | 5.5 | 1.38 |
| Ease of use | 15% | 7.5 | 1.13 |
| Maturity | 15% | 7.5 | 1.13 |
| Support & docs | 10% | 6.5 | 0.65 |
| Momentum | 5% | 6.5 | 0.33 |
| Weighted total | 100% | 6.6 | 6.60 |
Alternatives to Gorgias AI Agent
Chosen by editors, not sponsors-
AdaPaidClosest match on capability
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Forethought (Solve)PaidClosest match on capability
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SierraPaidClosest match on capability
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DecagonPaidClosest match on capability
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