Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries throughout the entire customer journey. Gorgias's AI Agent acts as a super-agent on the brand's team, driving conversations with customers at the right time and on the right channel—from editing orders and managing subscriptions to providing AI-powered product recommendations. Thanks to advanced ecommerce and channel integrations, Gorgias provides a single, streamlined platform where customer assistance is hyper-personalized and ticket resolution happens instantly. Gorgias unlocks the power of conversations, helping brands build lasting customer relationships, improve efficiency, and drive more sales.
G2 evaluation scoreFive points for every passed standard task. Missing or failed tasks earn zero.
Not yet evaluated by G2
G2 task evaluationScores based on G2's standardized task evaluation, separate from buyer reviews.
AccuracyNot available
Policy complianceNot available
G2 buyer reviewsAggregate scores reported by verified G2 reviewers. These do not affect the task-based Overall Score.
Ease of use91
Quality of support91
Evaluations
Each study uses its own methods and samples. Only G2 evaluations contribute to the G2 score and leaderboard.
G2 Proprietary Evaluation
Verified
Not yet evaluated by G2
A G2 task score and graded conversations are not yet available for Gorgias.
Vendor-reported Evaluation
Not Verified
Not independently verified by G2
Evaluation Format: Scripted support conversations on live Gorgias storefronts.
Evaluation Scope: Support Agent (90-day measurement window)
Automation rate
74%
316 of 427 engaged conversations
Full-answer latency
14.2s
Mean of 105 storefront runs
LLM-judge quality
77/100
Mean of 99 storefront runs
Automation by Capture Date
Different samples on each date; gaps have no observations.
Methodology and Data
Test setup
Fresh isolated browser sessions; free-typed scripted support questions on live storefront widgets. Captures: Jul 1, 2026 – Sep 9, 2026. Snapshot: Sep 9, 2026. All Gorgias storefronts in the report are included.
Automation
Automation is the share of engaged conversations completed with no human handover or email/phone deflection. Engaged means at least one timed answer or a handover. Early bails count against automation; dead or chip-gated widgets are excluded.
Answer latency
Full-answer latency is the unweighted mean of 105 reported storefront-run latency summaries, in seconds. It measures time to the complete final answer, not time to the first token. It is not a pooled mean across individual answers.
Quality grading
LLM-judge quality is the unweighted mean of 99 available storefront-run quality summaries, rounded to a whole point out of 100. Gorgias reports a versioned, evidence-based pass/fail rubric for resolution, accuracy, actionability and close. This is a vendor judge score, not a G2 grade.
Conversation samples
The source lists 380 captured conversation themes separately from the 427 engaged conversations used for automation. These samples are not interchangeable.
Reading the trend
The automation trend pools automated and engaged counts per capture date within the selected window. Dates have different samples and storefront mixes; changes do not establish that the agent improved or regressed. No observations are supplied for dates between captures.
Configuration and version
Storefront configurations vary. No agent version is supplied. The report describes rubric v2.3, but individual capture versions are not provided. Guardrail turns are excluded from latency and automation.
Source limitations
Store totals and timed-turn coverage are omitted because the source presents inconsistent totals or explanatory text. The linked source-code repository was unavailable when this snapshot was captured.
Automation by Capture Date
Date
Automated / engaged
Rate
Jul 1, 2026
3 / 3
100%
Jul 2, 2026
5 / 7
71%
Jul 3, 2026
15 / 19
79%
Jul 9, 2026
9 / 16
56%
Jul 10, 2026
13 / 17
76%
Jul 12, 2026
7 / 7
100%
Jul 13, 2026
39 / 48
81%
Jul 27, 2026
4 / 9
44%
Jul 28, 2026
11 / 17
65%
Aug 12, 2026
4 / 10
40%
Aug 13, 2026
14 / 14
100%
Aug 15, 2026
2 / 2
100%
Aug 16, 2026
7 / 9
78%
Aug 17, 2026
5 / 5
100%
Aug 18, 2026
14 / 15
93%
Aug 19, 2026
10 / 13
77%
Aug 20, 2026
5 / 9
56%
Aug 21, 2026
10 / 13
77%
Aug 22, 2026
5 / 8
63%
Aug 23, 2026
14 / 20
70%
Aug 27, 2026
10 / 10
100%
Aug 29, 2026
7 / 12
58%
Aug 30, 2026
12 / 13
92%
Aug 31, 2026
10 / 19
53%
Sep 1, 2026
12 / 15
80%
Sep 2, 2026
10 / 14
71%
Sep 3, 2026
39 / 54
72%
Sep 4, 2026
11 / 14
79%
Sep 8, 2026
7 / 10
70%
Sep 9, 2026
2 / 5
40%
Estimated autonomyA sourced estimate of how independently the agent can plan and complete work on the L1–L5 scale.
Where this agent sits on the L1–L5 autonomy scale.
L3-L4
L1L2L3L4L5
Skills
The five shared skills reviewed for products in this category.
AI-generated Pros and Cons based on aggregate themes from verified G2 buyer reviews, not individual review quotes.
AI-generated from verified G2 buyer reviews.
Pros
Reviewers appreciate the user-friendly interface, the ability to assign emails to different team members, the seamless integration with Shopify, and the AI features that allow for efficient management of orders.
Cons
Users mentioned difficulties in tracking customer tickets from multiple accounts, a short undo time for sent messages, an AI feature that automatically responds to emails without drafting a review, and a steep price for the software.
