AI handling 30% of tickets frees agents for high‑priority work, Gorgias reports
Gorgias says automating 30% of incoming ticket load can take on the work of three support agents. Psycho Bunny uses Gorgias’s AI Agent to automate 26% of customer tickets, providing empathetic and personalized responses.
The AI handles low‑priority, repetitive questions such as "Where's my order?" or "What's my size?" so agents can focus on high‑priority, revenue‑related requests. High‑priority tickets include VIP or returning customer inquiries, escalated cases that could lead to bad reviews, and conversations needing immediate SMS or live‑chat responses. Manduka ran a Gorgias Convert on‑site campaign between April and August 2023 that used audience segmentation to trigger discount codes for shoppers likely to leave, aiming to boost conversions and average order value. AI Agent’s Guidance feature lets it pull internal, non‑public information to resolve or escalate tickets without exposing that data to customers. When a shopper appears likely to exit Manduka’s site and meets set conditions, a discount code offer is launched for those who opt into email or SMS marketing.
“The Guidance feature is so important because we have a lot of processes that we definitely don't want described in a customer-facing article, but we want AI Agent to be able to access that information and manage tickets accordingly,” Tosha Moyer, Senior Customer Experience Manager at Psycho Bunny said.
The article notes that AI removes the need for agents to jump between inboxes by unifying all customer messages. It adds that automating tickets lets agents concentrate on high‑priority, revenue‑related work. The article frames AI as a way to turn support agents into AI coaches who improve the technology through feedback.
What we know
We’ve found that automating just 30% of your incoming ticket load can take on the work of three support agents.
Psycho Bunny uses Gorgias’s conversational AI tool, AI Agent, to automate 26% of customer tickets, providing empathetic and personalized responses to customer questions rather than generic auto-replies.
Between April and August 2023, Manduka’s on-site Convert campaign saw: