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For teams running Gorgias AI

AI answerscan be a little…creative.Yours don’thave to be.

Gorgias AI Agent is fast. Occasionally too fast: it says the refund went out, and the refund did not go out. Kim sits on top of Gorgias, has a real person check anything the AI isn’t sure of, and only gets paid when the fix sticks.

Run the resolution checkRuns on top of Gorgias · report in 24 hours

Free audit

Send us the tickets Gorgias AI closed.

We check five things and email the report in 24 hours.

Resolution qualityDid the answer solve it?
Policy complianceReturns, refunds, exceptions
Claimed actionsDid the refund go out?
Brand riskTone, names, promises
EscalationHigh-risk cases reached a human
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Report in 24 hours. Nothing for your team to set up.

45%better one-touch resolution68%faster first response2–5 minto check an answer, against ~30 to write one~90%confidence, below which a person reviews45%better one-touch resolution68%faster first response2–5 minto check an answer, against ~30 to write one~90%confidence, below which a person reviews45%better one-touch resolution68%faster first response2–5 minto check an answer, against ~30 to write one~90%confidence, below which a person reviews

The gap

Resolved in Gorgias. Not resolved for the customer.

The AI answers from what’s written down, while judgment lives in your best agent’s head. Nobody reads the reply before it sends. The AI counts its own resolutions, and nobody checks whether “refund issued” means a refund went out.

01
What the AI recordedResolvedWhat actually happened: the order never arrived. The customer reopened the ticket.
02
What the AI recordedCancelledWhat actually happened: the subscription was cancelled. The refund was never issued.
03
What the AI recorded“Hi James”What actually happened: the reply went out with the wrong name. The customer is Daniel.
04
Who catches itSentinelsA trained CX specialist reviews what the AI isn’t sure of before it reaches your customer.

Example tickets, anonymised.

How Kim works inside Gorgias

Same Gorgias. Someone accountable for every answer.

Kim works inside the Gorgias you already run, and your team keeps its views, macros and Flows. The AI drafts every answer. Below ~90% confidence, a Sentinel checks it before it sends. Scroll to follow one example ticket.

New ticket in GorgiasExample ticket
Katherine

I was away for a few days. Just got back home and opened this package and my shoes are completely damaged!

AI thinking ⌄

✓Summarising customer message
✓Fetching customer & Shopify order details

Mellisa Robert

melrobert@gmail.com

Sentiment

Declining

Tier

High

LTV

$24,366
iReviewing return eligibility

This order is outside the return window. Would you still like to make an exception?

Return window expired!!!

Can not process a refund or reship. Left alone, the AI sends a policy reply or hands off. Here, the ticket is paused.

Keep return policy (recommended)Make exception

Exception approved · refund confirmed in Shopify

Reply sent in the brand’s voice, 11 minutes after Katherine wrote in. The refund was checked before the ticket closed.

Fix written back78% → 96% confidence

The AI drafts inside Gorgias, then checks its confidence.

Trained on your policies, Shopify order data and tone, the AI reads the message, pulls order context and drafts the answer. When policy blocks it, the reply is not sent. The ticket is paused.

Full visibility

You hand over the work. You still see how it’s going.

Every ticket, every Sentinel decision and every correction sits in one dashboard. So does your reopen rate, which most AI reports leave out. We track it, so you can see how many “resolved” tickets actually stayed resolved.

Resolution overviewexample data · last 30 days
30D90D
Tickets resolved12,480+9%
AI on its own64%+5 pts
Sentinel-reviewed2,19618%
Reopen rate2.8%-3.1 pts
Claimed actions verified100%refunds, reships

Who resolved it

Mon
Tue
Wed
Thu
Fri
Sat
Sun
AI resolvedSentinel reviewed

Sentinel activity

Exception approved on order #48213

Return window override · Sentinel Maya

2m

Refund confirmed in Shopify before reply sent

Claimed action verified · order #48190

9m

Fix written back: damaged-on-arrival flow

Confidence 78% → 96% on similar tickets

14m

Wrong name caught before send

Brand risk on a high-LTV customer

1h
Book a callReport in 24 hours.

Resolution check

How many “resolved” tickets weren’t?

Move two sliders. See how many customers a month hear “all sorted” when nothing is.

8,000
12%

Don’t know it? Take a guess. The audit finds the real number.

Illustrative only. Assumes the AI closes about half your tickets. Your inputs, not Gorgias or Kim data.

Gorgias AI on its own

480 customers

a month told “resolved” when it wasn’t. Nobody checked first.

Gorgias AI + Kimper resolution that holds

480 caught

before they reach your customer. A Sentinel checks anything the AI isn’t sure of, and you only pay for tickets that stay fixed.

Book a callWe’ll find your real number on the call.

Three ways to run Gorgias AI

On its own, with your team on top, or with someone who owns the answer.

Who checks the answer before send
Gorgias AI AgentNo one.
Gorgias AI + your teamYour agents, when they have time.
Gorgias AI + KimA Sentinel, below ~90% confidence.
Did the claimed action happen
Gorgias AI AgentNot checked.
Gorgias AI + your teamSpot-checked.
Gorgias AI + KimChecked: refund, cancellation, reship.
Does the fix stick
Gorgias AI AgentOnly if someone updates the guidance.
Gorgias AI + your teamOnly if someone updates the guidance.
Gorgias AI + KimWritten back into the model.
Who owns a wrong answer
Gorgias AI AgentYou.
Gorgias AI + your teamYou.
Gorgias AI + KimKim.
Book a callBring the row your team argues about most.

The questions you’ll actually be asked

Straight answers, no hedging.

What support leads ask before putting Kim on their Gorgias.

Book a call

Yes. Gorgias stays your helpdesk and your system of record, and Kim works inside it. Your team keeps its views, macros and Flows.

AI Agent, which grew out of Gorgias Automate, and Shopping Assistant are software you configure. Kim is a service that is accountable for the answer: Sentinels review what the AI isn’t sure of, check that claimed actions actually happened, and write the fix back.

Shopify brands on Gorgias handling 2,000+ tickets a month, already running or evaluating Gorgias AI Agent.

Sentinels are Kim’s in-house CX specialists, trained on your policies, products and tone. They step in when the AI is under ~90% confidence: read its draft, check the refund or reship actually happened, fix the answer before your customer sees it, then write that fix back into the AI so the next ticket like it goes right.

We assume it will. Every reply passes a confidence check, and low-confidence replies reach a Sentinel before the customer. The correction is written back, so the fix holds for every future ticket like it.

Send us the tickets Gorgias AI closed. We check five things: resolution quality, policy compliance, whether claimed actions like refunds actually happened, brand risk, and whether high-risk cases were escalated. The report arrives within 24 hours.

Send us 50 tickets Gorgias AI closed. We’ll tell you which ones held.

We check what Gorgias AI has been sending your customers and email the report within 24 hours. Kim runs on top of Gorgias, so there is nothing new for your team to learn.

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SOC 2 Type IIIndependently audited
GDPREU data protection
CCPACalifornia privacy
Gorgias app listingInstalls inside Gorgias
SSO & RBACSingle sign-on, role-based access
kim.cc · customer support, redefined not replacedGorgias is a trademark of Gorgias, Inc. Kim is not affiliated with Gorgias.