Gorgias

Gorgias is a customer experience platform for ecommerce brands, combining a helpdesk with an AI Agent for support and shopper engagement. The company says it was founded in Paris in 2015 and describes itself as the conversational AI platform for ecommerce. Its tools centralize conversations from multiple channels alongside live store data.

What It Is

Gorgias brings email, chat, SMS, WhatsApp, Instagram, Facebook and phone conversations into one inbox, with native Shopify data such as orders, customers and products shown inside each ticket. Agents can take actions like cancelling, discounting or upselling inside the conversation. The platform also offers Voice (phone support from the helpdesk) and SMS products.

How the AI Agent Works

The AI Agent is described as pre-trained on ecommerce conversations and configurable with a brand's tone, policies and SOPs, with guardrails. It handles order tracking, proactive order management (such as address fixes and item swaps before shipping), returns and refunds, and product recommendations. It escalates to human agents with context when needed. Gorgias states it is built on a direct OpenAI partnership. Built-in AI coaching offers agents real-time tips.

Integrations and Enterprise Controls

Gorgias supports Shopify, BigCommerce, Magento, WooCommerce and PrestaShop, and lists 100+ to 300+ integrations including Loop Returns, Yotpo, Recharge, Klaviyo, Attentive and Bloomreach. The enterprise page lists encryption and masking, roles and permissions, audit logs, two-factor authentication, single sign-on, and GDPR, HIPAA and SOC2 compliance claims. Reporting covers agent performance and revenue attribution.

Vendor Claims

Gorgias states it powers customer conversations for 40% of Shopify brands and offers a 50-in-50 program aiming for 50% automation in 50 days. These figures are vendor-published.