Gorgias AI Agent: AI customer service for online stores

Contents

1. What Gorgias AI Agent does
2. Published evidence
3. Strengths and limits
4. Pricing
5. Questions to ask Gorgias
6. Sources

Type	E-commerce help desk with AI
Pricing	Published
Website	gorgias.com

Gorgias is a help desk for e-commerce brands, and its AI Agent is trained on the store's own data⁠1AI AgentGorgias.

Best for: Online stores, especially on Shopify, that want an AI agent trained on store data to handle order and product questions.

Not the right fit for: Companies outside e-commerce.

What Gorgias AI Agent does

The agent learns the brand's voice, policies and workflows and draws on the help centre, the Shopify store and other documents. It handles product questions, order status, shipping and delivery, returns and exchanges, subscriptions, order changes and cancellations, and passes the rest to the team. Companies train, test, deploy and optimize it, and can see which topics cause the most handovers⁠1AI AgentGorgias.

Plans are priced by ticket volume rather than by seat, with an allowance of automated interactions when the AI Agent is added⁠2Gorgias pricingGorgias.

Published evidence

Gorgias says more than 17,000 brands use it, and its AI Agent page headlines 60% of tickets auto-resolved and a 14% lift in chat-to-order conversion, without naming the customers behind the figures⁠1AI AgentGorgias. These are vendor-published figures.

Strengths and limits

Strengths

• Built around the questions online stores receive most: orders, returns, shipping and products.
• Published prices for both the help desk and the AI agent.
• Shows where handovers to people happen most, by topic.

Limits

• E-commerce focus; little fit elsewhere.
• Overage of $1.50 per automated interaction adds up in peak season.

Choose another option if: You are not an online store, or your support depends on records outside Shopify and the help desk.

Pricing

Published, with AI Agent: from $40 a month (50 tickets, 30 automated interactions) to $1,430 a month (5,000 tickets, 530 automated interactions), less annually; then $1.50 per automated interaction.

Questions to ask Gorgias

• How many automated interactions would our peak month use?
• Which order changes can the agent make without approval?
• How are handovers routed during peak season?
• What happens to customers on channels the agent does not cover?

See how Gorgias compares with the other agents in the main guide.

Sources

1. AI Agent. Gorgias. Accessed 8 Nov 2026.
2. Gorgias pricing. Gorgias. Accessed 8 Nov 2026.

Further reading

• Buyer's guide · Updated quarterlyThe best AI customer service agents in 2026An analysis of nine AI agents for customer service, from help-desk add-ons to enterprise platforms, judged on what they can resolve, how they hand over to people and what a resolution costs.
• Guide · CostWhat AI customer service costs per resolutionFive vendors, five pricing units. This guide sets out what each one counts, what it leaves out and how to compare them on the same footing.
• Guide · Escalation designDesigning escalation from an AI agent to a personThe handoff is where customers decide whether an AI agent helped them. This guide sets out when to escalate, what to pass on and how to know the design is working.