Use an AI agent to screen store support replies

A merchant let Gorgias AI Agent handle support, then switched it off after it started giving wrong answers and committing the store to things it could not do.

Done with Custom agentยท Intermediate

What they did
Topped Toys worked with the Gorgias team for several weeks to configure its AI Agent. They gave it instructions for support tasks, including changing and cancelling orders, and it kept running for a few months. Once the trouble began, the merchant explored other support options and then deactivated the agent.
How it went
For a while, the agent resolved roughly 95% of customer issues, but later it broke down on every test case the merchant reviewed. It pointed shoppers to products that were not in the catalog, could not carry out order edits or cancellations, and made commitments the business could not meet.
Tips
Support should be part of the launch plan, not an afterthought. Before depending on an agent, ask who will handle escalations and how quickly they will respond; in this case, L2 replies took more than 36 hours.

Try it yourself with Claude

I have [number] recent customer support conversations for [store name]. Check each exchange and label any response that is irrelevant, inaccurate, or commits us to something we cannot provide, like [refunds, delivery dates, order cancellations]. Then produce: 1) a short set of instructions for the agent, 2) the policy boundaries it must follow, and 3) the topics that should always be passed to a person. Stop before any step that would send a message, delete information, process a refund, or place an order, and wait for my approval first.

Fill in the [brackets]. Agents can make mistakes, so review anything before it is sent, paid or deleted.

Read the original on apps.shopify.com โ†—

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