Where the workflow shifted
Gorgias AI Agent's ecommerce support use case shows how pre-purchase, order, return, and handoff questions expose page-level knowledge gaps.
Feed repeated support-agent questions back into product pages, policy pages, help pages, and FAQs so search readers can see answers before asking.
Tool names are not outcomes
The signal matters when it clarifies the buying path, not when it adds another isolated commerce feature.
Check permissions and failure
- Group support questions into pre-purchase, fulfillment, refund, warranty, and human-handoff lanes
- Keep the test narrow: one priority product or checkout flow before expanding recommendation, authorization, payment, and support work
What still needs proof
If customer knowledge stays inside a chat box, search and AI answers cannot use it as a reader path. Keep the original source open so the announcement, the evidence, and this site's interpretation stay separate.