Mike HeapMike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.
Table of Contents
- I can use AI to reply in Gorgias now?
- How does an AI customer service agent work in Gorgias?
- What are the different ways I can use my AI agent in Gorgias?
- Direct replies
- Copilot replies
- Internal note replies
- Which is easier to setup: Gorgias Automate or My AskAI?
- How do they differ in what they can be trained on?
- ‘Static’ content
- ‘Dynamic’ content
- Which has better answer quality, Gorgias’ AI agents or My AskAI?
- Which AI agent is easier to improve over time?
- Which has more features, Gorgias Automate or My AskAI?
- Is it easy to customize them both?
- What about vendor lock-in?
- Does either AI agent have any other AI features?
- What about security, is Gorgias AI more secure than My AskAI?
- The big question - how much do they each cost?
- The pricing model
- The overall cost
- Conclusion - which should I choose?
- FAQ
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I know why you’re here…
You’re here because of one of 2 reasons:
- You tried Gorgias’ AI agent (Automate), got your first bill, and your jaw hit the floor… OR
- You tried to set up your Gorgias AI agent/Gorgias Automate and couldn’t really get it working, or performing how you wanted
You know you need to (and should) be using an AI agent in Gorgias for your support, and so you want to know: will the My AskAI AI agent in Gorgias be the solution you were looking for?
I’m going to break down and compare the two as simply (and honestly) as possible so you can make the right decision for your AI customer service needs.
Let’s begin.
I can use AI to reply in Gorgias now?
You sure can!
Gorgias aren’t new to the automation game.
They released their first automation features in 2020, before rebranding them as Gorgias Automate in 2023.
But it wasn’t until July 2024 where they released their AI agent, and have made numerous updates since.
They say their new AI agent, built specifically for e-Commerce, namely Shopify, has been “Trained on millions of interactions”.
There is a big leap from ‘automation’ to ‘AI agent’ - the biggest difference now is the use of ‘Generative AI’.
This is AI that doesn’t need you to tell it what to write, but that can create its own content and formulate answers through looking at what you provide to it, and reasoning.
But, what you may not have realised is that if you wanted to use AI to reply in Gorgias and replicate a lot of Gorgias’ AI features (and more), there are other, 3rd party options that integrate directly into your Gorgias channels, one of which is My AskAI.
How does an AI customer service agent work in Gorgias?
Almost all AI customer service apps or integrations for Gorgias work in a similar way, whether they are Gorgias’ own AI or a 3rd party:
- Train the AI agent with your company or product knowledge.
- Turn it on - replying to customers (generally as a ‘tier 1’ agent).
- If the AI can’t answer, or if the customer wants to speak to a person, it will hand over the conversation (or ticket) to a human agent to respond so the customer can get the support they need.
That’s the quick explanation.
There are, however, many variations on how all of that is done.
For instance, in Gorgias you can choose a “skill” to give your AI agent making it either a shopping assistant or a support agent (but more on this later).
So let’s get into the comparison:
What are the different ways I can use my AI agent in Gorgias?
Direct replies
The main way people use AI agents (both Gorgias AI and My AskAI) is to directly reply to customers within messaging or to the ticket itself.
However, this isn’t the only way AI customer service can be used or tested.
Copilot replies
In addition to the “Direct reply” mode, My AskAI also has a ‘Copilot’ option for AI replies in Gorgias.
The copilot means you can use your AI agent to reply behind-the-scenes.
My AskAI’s copilot is injected into your Gorgias helpdesk via a Chrome Extension.
As a message or ticket comes in, you can just click a button to generate a response, then edit it before sending.
Internal note replies
Another mode exclusive to My AskAI (with no Gorgias AI equivalent), this allows you to run the My AskAI AI agent as if it were responding to all the messages in the ticket BUT only via internal notes, so only the human agent can see them.
This is a great way to see how the AI agent will behave in a real conversation before putting it live.
A lot of our users start with this (plus the Copilot replies) so they can get a feel for things and check they are ready to go-live.
Which is easier to setup: Gorgias Automate or My AskAI?
The setup process for Gorgias Automate (AI) is very simple, you:
- Connect/give access to your Shopify store.
- Add the knowledge you want to train on.
- Add any guidance (define the tone of voice).
- Test your responses.
- Choose the channels you want it to respond on (currently only email and chat) and then.
- Set it live.
Because this is Gorgias’ own AI agent, they can make things very simple indeed.
Obviously there is much more ‘customizing’ and data you can give to it, and that can be where things get more complex, but fundamentally when you have completed the above, you are ready to go.
My AskAI, while a 3rd party app, is almost as simple, all you need to do is:
- Add your Gorgias Help Center and/or website as knowledge sources.
- Test your responses and set it live (with note replies initially, before going direct).
All of this can be done without having any specialized technical knowledge.
My AskAI has no flow or dialogue builders, it will just use Generative AI to answer questions and reason through problems.
How do they differ in what they can be trained on?
When you start to use an AI customer service agent the first thing you need to do is train it - ensuring it has the information and content so it can answer questions.
Gorgias’ AI agent and My AskAI can both be trained on a variety of different sources - here’s how they compare:
‘Static’ content
ㅤ | Gorgias AI Agent | My AskAI |
Gorgias Help Articles | ✅ | 🟧 (website crawl) |
Shopify | ✅ | ✅ |
Websites | 🟧 (max 10 pages) | ✅ |
Zendesk Help Articles | ❌ | ✅ |
Freshdesk Help Articles | ❌ | ✅ |
Intercom Help Articles | ❌ | ✅ |
Salesforce | ❌ | ✅ |
Google Drive | ❌ | ✅ |
Notion | ❌ | ✅ |
Confluence | ❌ | ✅ |
OneDrive | ❌ | ✅ |
Dropbox | ❌ | ✅ |
SharePoint | ❌ | ✅ |
It’s pretty clear from this that if you have help and business knowledge in a variety of sources, My AskAI has the edge, with Gorgias’ AI Agent limited to a Gorgias help center, Shopify and a handful of URLs (notably not allowing a website crawl, just 10 site individual pages).
If you want to train your AI agent on a full website, a help center apart from Gorgias’ own or from internal sources (Notion, Google Drive etc), then you are going to hit a roadblock with Gorgias.
In My AskAI, all “internal” sources. e.g. Google Drive, Notion et al, can be set to only be used in its Copilot mode, so you get the best of both worlds.
In addition, My AskAI has a concept of “Custom Answers”, where you can add knowledge snippets directly into your AI agent to train it, without having to publish them anywhere.
These can be useful if you want to just add a temporary piece of knowledge or if it doesn’t warrant its own article.
‘Dynamic’ content
Both My AskAI’s AI agent and Gorgias’ own AI agent have one-click integrations with Shopify allowing them to use dynamic customer data and order statuses to answer questions (for example typical “Where is my order?” type questions).
But what makes them really powerful is their ability to connect to multiple other 3rd party systems and products, whether it be fulfilment platforms or payment platforms.
These are accessed in Gorgias’ AI via their Actions feature (which I’ll explain in more detail later).
With My AskAI these are connected via either our:
- User Data API (for personal information provided from back end systems about any specific user OR
- Via Actions (Tools) which can be called on request to perform lookups or take autonomous actions on behalf of the agent (like edit an address or initiate a refund).
While you will set these actions up in slightly different ways in each platform, their functionality is very similar and by design, are both highly extensible.
Which has better answer quality, Gorgias’ AI agents or My AskAI?
This is probably the most difficult question to answer in this comparison.
Namely because there aren’t really any simple, real-world tests that can show this.
So, we will compare based on the data that is out there and let you be the judge.
As of the time of writing, Gorgias don’t publicly show their AI resolution rate across all customers (booo!).
My AskAI, on the other hand, as of writing, had resolved 1,170,303 conversations, with a last 30-day resolution rate of 74.9%.
So, pretty hard to judge using the public data.
At the end of the day, the only way you can really get a feel for answer quality is by testing out for yourself and seeing which you prefer; sometimes it just comes down to preference!
Which AI agent is easier to improve over time?
Once you’ve trained your AI customer service agent initially and start seeing responses flowing in, you’re probably going to want to know how to improve them.
You’ll want to move from a general customer service agent, to one that fits your brand and use cases.
To improve your AI resolution (deflection) rate (aside from overall model improvements by Gorgias and My AskAI), you’ll need to monitor how your agent is responding, identify areas it can’t answer and update your knowledge base to address these gaps.
Both Gorgias’ AI agent and My AskAI have features that help with this, but they approach the problem in very different ways.
Here’s an overview:
ㅤ | Gorgias AI Agent | My AskAI |
Resolution rate | ✅ | ✅ |
Inspect answers | ✅ | ✅ |
Topics | ✅ | ✅ |
AI coaching | ✅ | ❌ |
AI CSAT/CX Score | ❌ | ✅ |
Knowledge gap identification | ❌ | ✅ |
Batch testing | ❌ | ✅ |
Content performance | ❌ | ✅ |
Gorgias’ AI agent starts with analytics that show you an overall “Automation Rate” (which includes flow based automations), along with an “AI agent automation rate”, tracked over time.
My AskAI shares similar metrics, but also adds in an AI CSAT score for each ticket, so you can get a CSAT score for every interaction they AI agent is involved in.
Data is useful, but what is more actionable are their features around ‘Intent’.
The Gorgias AI agent will automatically group conversations by their intent so you can see how your AI agent is performing per ticket type.
Each intent will also display an “improvement potential” metric - an estimation of where you could get to, along with the number of tickets with this intent, their success rate and CSAT score.
You can then drill down into each intent type to work out how you can improve and optimize them by topic and increase the AI automation rate.
The other neat feature they have is the ability to provide feedback or ‘coaching’ to the AI agent on a particular ticket response.
In simple terms this means that if you tell it the tone of voice is wrong, or that it should use another article, then next time it is asked the same question it should handle the ticket following your feedback.
Finally, one of the features they have noted down as ‘coming soon’ is “AI reasoning”, they say this will give
…Full visibility into AI Agent’s decision-making. With each response in a ticket, you can see why AI Agent chose to respond in the way it did. If a response doesn’t meet your expectations, you can edit or update knowledge directly from the view ticket to correct its behavior…
This last feature is one that is already live in My AskAI through our Inspect and Logs feature, where you can click “Inspect” and have the AI explain to you how it came to its answer, and what guidance, knowledge, actions and user data were used.
My AskAI also has a similar topics insight feature to Gorgias AI and will also show you which conversations and tickets are resulting in human handovers.
It will help you identify where you have missing knowledge in your help center and let you use AI to generate a new knowledge snippet or custom answer for the gap.
Both AI agent platforms also have ways you can test your AI agent out and see how it responds to common support tickets, not only with the uploaded knowledge but also by seeing how it uses real customer data or with a certain user group.
The main difference between the two platforms is that with Gorgias you have to test tickets one-by-one, whereas with My AskAI you can batch test up to 50 tickets at once and see how your responses change as you add more knowledge or tweak your guidance.
Which has more features, Gorgias Automate or My AskAI?
Gorgias’ AI agent’s real strength and where it stands out from most competitors is in its breadth of features and functionality.
You can tell Gorgias have clear focus on e-Commerce customers by these features.
For one, they have a unique feature that allows you to define 2 different personas for pre and post-sale interactions with their Selling assistant and support agent.
You can even define ‘selling styles’, offers and discounts that the sales assistant can use to lure in potential customers.
On top of this, you can also specify whether the agent should reach out to customers proactively when they are on the site.
My AskAI does not have equivalent sales features, however you could use 2 agents with different guidance to achieve similar sales/support agent results, and offers and discounts can be handled via Tasks.
Gorgias AI’s guidance feature is also very powerful and akin to a ‘light’ version of Intercom Fin’s tasks feature.
Not only can you instruct the AI agent how to behave in specific scenarios (like when to handover) but you can also get it to reference data from Shopify or other tools when giving instructions.
In My AskAI, similar outcomes can be achieved by using either Guidance (but without dynamic data) or our Tasks feature.
The ability to create and customize broader actions by the AI agent is another strength of Gorgias made more flexible by their extensive set of pre-made integrations so you can either use out-of-the-box actions with tools like Shopify or Stripe or make your own custom action with a tool of your choosing.
The same functionality can be achieved in My AskAI in terms of actions, tools and “tasks”, a feature that allows the completion of complex, multi-step processes.
Think things like: transaction disputes, account updates and refunds, where you need a combination of decisions, data collection, lookups and actions.
Tasks allow you to wrap multiple API (or tool) calls in one task so your agent can autonomously complete actions for you.
So you could, for example, create a refund task where the user’s details are looked up, along with their orders, before the order for refund is confirmed, checked against policy, then finally refunded via Stripe.
Gorgias’ AI agent is also available to receive and interpret images and screenshots (only via email, not chat) sent in via customers too.
It is worth noting however that Gorgias AI is currently limited to email and chat channels only, whereas My AskAI is available on all channels you use within Gorgias.
Nor is the Gorgias AI agent available for you if you have a BigCommerce, Magento or WooCommerce store.
My AskAI’s feature set is more focused on improving your AI agent responses as simply as possible, with features like: knowledge gap identification, more knowledge source integrations and more actionable and transparent insights.
Here’s a quick summary of their current features at the time of writing:
ㅤ | Gorgias AI Agent | My AskAI |
AI direct replies | ✅ | ✅ |
AI note replies | ❌ | ✅ |
AI copilot | ❌ | ✅ |
AI sales assistant | ✅ | ❌ |
Proactive outreach | ✅ | ❌ |
Channels | Email, Live chat | Email, Live chat, Facebook Messenger, Instagram |
Trained on help centers | 🟧 (Gorgias only) | ✅ |
Trained on website | ✅ | ✅ |
Trained on internal knowledge sources | ❌ | ✅ |
Image input | ✅ | ❌ |
Multilingual | ✅ | ✅ |
Human handover | ✅ | ✅ |
Personalized user data responses | ✅ | ✅ |
Actions/tools | ✅ | ✅ |
Tasks | ✅ | ✅ |
Guidance | ✅ | ✅ |
Flows | ✅ | ❌ |
AI CSAT | ❌ | ✅ |
Conversation monitoring | ✅ | ✅ |
Insights/analytics | ✅ | ✅ |
Knowledge gap identification | ❌ | ✅ |
Answer inspection | ❌ | ✅ |
Batch testing | ❌ | ✅ |
AI tagging | ✅ | ❌ |
Slack integration | ❌ | ✅ |
Teams integration | ❌ | ✅ |
Zapier integration | ❌ | ✅ |
API | ❌ | ✅ |
As you can see, both AI customer service agents are initially matched in terms of some core features.
Gorgias’ AI agent trumps My AskAI when it comes to a few more e-commerce-specific features, along with some legacy automation features like a flow-builder for non-AI automation and AI tagging.
My AskAI also has integrations with tools that Gorgias AI does not have, including native Microsoft Teams and Zapier integrations.
Ultimately, it will come down to your specific use case:
If you need features like proactive outreach or an AI sales assistant, then Gorgias may be the platform for you.
If you want an easier-to-use AI that is more focused on helping you improve its responses over time, My AskAI is likely the way to go.
Is it easy to customize them both?
Both Gorgias AI and My AskAI have extensive customization options.
From using guidance to adjust the tone of voice of your AI agent to changing how your AI agent replies, or when it hands over conversations to your human agent (both in My AskA).
You can also trigger My AskAI for certain users, brands or email addresses.
If you have a custom setup that you are trying to replicate with My AskAI, get in touch because there is a good chance we have either seen it before or can come up with something to fit.
Where My AskAI stands out from Gorgias AI (and Gorgias), is our ability to fit the product around your use case.
We can work with you to get set up and even develop custom features that may not be available in Gorgias AI.
This is something you will struggle to get Gorgias to do, unless you have a very large number of tickets and a big budget.
What about vendor lock-in?
Does the thought of being told to switch to a new helpdesk give you cold sweats?
You’re not alone, it’s probably one of the biggest technology lifts you can do.
So knowing whether you are going to have to move is often an important consideration.
One of the big advantages of My AskAI over Gorgias’ AI agent is the interoperability with other helpdesks and tools.
My AskAI can easily be used on platforms apart from Gorgias and can be as simple as just installing a new app.
With Gorgias’ AI agent however, you are locked to Gorgias for the foreseeable future.
My AskAI has multiple approved, native marketplace apps, meaning you can use the AI agent without having to spend any money on expensive developers or agencies.
Not every integration, however, will be native, and so this is when the API integrations can be useful, however, this can be complex, time-consuming and expensive to set-up, so be warned.
Here’s a full list of vendors compatible (where you can use their AI agents) with Gorgias AI and My AskAI:
ㅤ | Gorgias AI Agent | My AskAI |
✅ | ✅ | |
❌ | ✅ | |
❌ | ✅ | |
❌ | ✅ | |
Zoho | ❌ | Custom API |
Dixa | ❌ | Custom API |
Front | ❌ | Custom API |
Sprinklr | ❌ | Custom API |
So if you think there is any chance you might be switching to another helpdesk in the future, choosing My AskAI as your AI agent will, without question, make your life easier on migration.
Does either AI agent have any other AI features?
It isn’t all about AI replies though, and both AI agents boast other AI features too.
This not only removes the manual reporting burden from people, but also can be used as a way to triage tickets or route to certain workflows more intelligently.
While My AskAI doesn’t currently have an AI auto-tagging feature in Gorgias (like it does for Zendesk and Intercom), it does have a Copilot feature, that allows your agents to draft responses using the AI without the customer seeing.
It also unlocks the ability to ask questions about content that is only “private” to your company, that the customers can’t see, so you can train your AI on more content like SOPs and process manuals.
What about security, is Gorgias AI more secure than My AskAI?
Despite having been around for 8 years prior to My AskAI’s founding, Gorgias and My AskAI have very similar security credentials.
The only difference between them is Gorgias’ addition of HIPAA certification (for healthcare businesses), a certification not currently held by My AskAI.
You can also see quick comparison of our certifications here:
ㅤ | Gorgias AI Agent | My AskAI |
GDPR | ✅ | ✅ |
CCPA | ✅ | ✅ |
SOC-2 Type II | ✅ | ✅ |
HIPAA | ✅ | ❌ |
If you want to use My AskAI but require HIPAA, get in touch with us via our chat as we may already be starting work towards it!
The big question - how much do they each cost?
This is arguably where we see the biggest difference between the two AI agents: Price.
There are 2 big differences here:
The pricing model
Gorgias AI uses a new type of ‘outcome-based’ pricing, aka ‘resolution’ pricing.
This means that Gorgias essentially decides whether or not you should be charged for their service on each conversation or ticket.
Gorgias AI will charge for each ‘Automated resolution’ or deflection by the agent.
The cost of an automated resolution is $0.90 per ticket if you are on one of their annual plans and $1 per ticket if you are on a monthly plan.
So, if the user asks a question, gets a response and it doesn’t get transferred to a human agent in a 72-hour window you will be charged for the conversation as an automated resolution (this is actually the case whether AI or just one of the Automated flows is used).
But this also means if the user asks a question, gets a response that doesn’t answer their question, goes away frustrated or distracted, then you also get charged.
It also means that as the AI improves, both from Gorgias’ AI agent getting better but also from you doing the work to improve its knowledge, you will pay more, and that amount can vary considerably each month.
My AskAI charges for every ticket its AI agent is involved in, but at a much, much lower rate.
Apart from the cost (more on that in a second), it also means:
- You can easily predict your costs as you know how many tickets you get
- As you improve the AI’s agent’s responses and as we improve our service, the cost per ticket overall decreases (as the AI resolves more tickets autonomously, without a person).
They are very different models of pricing: in theory, outcome-based pricing sounds fair, but the unpredictability and high per ticket cost can quickly mean you are facing very large bills.
The overall cost
The other important consideration is the absolute cost of each AI agent.
Let’s do a quick comparison example (and we’ll be generous and assume you are on the annual, not monthly plan):
ㅤ | Gorgias AI Agent | My AskAI |
Number of human agents | 20 | 20 |
# of tickets/conversations | 10,000 | 10,000 |
AI resolution rate | 50% | 50% |
Total resolutions | 5,000 | 5,000 |
AI replies monthly cost | $4,500 (@ $0.90 per resolution) | $1,000 (@ $0.10 per ticket) |
Total monthly cost | $4,500 | $1,000 ($3,500 saving) |
Annual cost | $54,000 | $12,000 ($42,000 saving) |
In this scenario, My AskAI is over 4.5x cheaper than Gorgias’ AI Agent!
If we increase the resolution rate to our current resolution rates at around 75% and assume you pay monthly, My AskAI becomes a massive 7.5x cheaper than Gorgias AI (Automate).
You can see what this would look like for your business using our AI Agent Pricing Comparison calculator here.
Conclusion - which should I choose?
Congratulations on getting this far, now, it’s time to tally everything up and come up with a conclusion over which AI agent you should choose for your Gorgias helpdesk.
Let’s start by summarizing our categories so far:
ㅤ | Gorgias AI Agent | My AskAI | ㅤ |
Modes | 5/10 | 9/10 | My AskAI win |
Ease of setup | 8/10 | 7/10 | Gorgias AI win |
Training/Integrations | 5/10 | 8/10 | My AskAI win |
Answer quality | 8/10 | 8/10 | Tie |
Improving | 8/10 | 8/10 | Tie |
Features | 9/10 | 8/10 | Gorgias AI win |
Price | 2/10 | 9/10 | My AskAI win |
Customization | 8/10 | 8/10 | Tie |
Lock-in | 4/10 | 9/10 | My AskAI win |
Other AI features | 8/10 | 8/10 | Tie |
Security | 8/10 | 7/10 | Gorgias AI win |
A very close one indeed!
Gorgias has some very impressive (and extensive) AI features, and being a native feature it means set up will be a breeze.
They are also moving quickly as a business and continually upgrading their agent’s capabilities with regular new releases.
However, at between 4.5-7.5x the price of My AskAI, those things would have to be very important to you to justify the price differential.
Also adding to that, you are locked into Gorgias, there are fewer modes to use your AI agent in and the training options are more limited (and that My AskAI has comparable features or capabilities for most of Gorgias’) it soon becomes a very expensive option indeed.
So, if you are trying to actually save money by using AI, AND want direct support from the founders of the business, choose My AskAI.
FAQ
Can the My AskAI AI agent fully replace Gorgias’ AI agent inside Gorgias?
Yes. Both support direct, automated replies and My AskAI also supports “copilot” (agent-assist) and “internal-notes only” mode so you can trial answers safely before going live.
What can each AI agent be trained on?
Both train on Gorgias help centers and websites. But My AskAI brings in more “static” sources (e.g., Google Drive, Notion, Confluence, OneDrive, Dropbox, SharePoint, Salesforce), along with other helpdesks and lets you mark sources as internal-only. For “dynamic” data, Gorgias AI offers Data integrations and My AskAI supports custom Actions/Tools for similar outcomes.
How long does setup take and do we need developers?
Gorgias AI can be quick to set-up if you are using a simple approach, but does have a lot of customizability which can add hours. My AskAI adds ~5–10 minutes (sign up, connect help center/site, install the Gorgias app) with no special skills required. Developers are only needed if you’re wiring up custom, beyond-the-box actions/tools.
How do Gorgias AI vs My AskAI pricing models differ - and what might we actually pay?
Gorgias AI uses outcome-based (Automated Resolution) pricing, which can be volatile as resolution rates rise. My AskAI charges per ticket at a lower, predictable rate of $0.10 per ticket. Example: with 10k conversations, 20 agents and 50% AI resolution, Gorgias AI would cost $4,500/month vs My AskAI at $1,000/month (≈4,5x cheaper). At ~75% resolution, the gap widens further.
Can they handle multilingual support and agent translations?
Yes - both are multilingual.
How do they compare on security and compliance?
Gorgias AI holds more certifications (e.g., HIPAA) in addition to GDPR/CCPA. My AskAI is GDPR and SOC-2 Type II compliant, documents its security practices and you can contact us if you require specific certifications not yet available.
