Where the buying flow shifted
Gorgias AI Agent concentrates pre-purchase, order, return, and handoff questions that should not stay only inside support chat.
Group repeated questions by pre-purchase, fulfillment, refund, warranty, and human escalation, then move durable answers into pages and FAQs.
Do not trust one metric
The signal matters when it clarifies the buying path, not when it adds another isolated commerce feature.
Check the transaction boundary
- Pick five public-safe questions from recent support conversations and update product, policy, or help pages
- Keep the test narrow: one priority product or checkout flow before expanding recommendation, authorization, payment, and support work
What still needs proof
If support knowledge stays inside the helpdesk, search and AI answers cannot turn those high-intent questions into site visits. Keep the original source open so the announcement, the evidence, and this site's interpretation stay separate.