Comparison
Gorgias AI Agent vs PolyAI
Compare documented workflows and implementation requirements using attributed public sources. Facts last checked , the earlier of the two records. Machine-readable record.
Start with your setup
These are documented product differences and requirements. A feature list or a single customer report does not establish which agent will perform better for your team.
Deployment model
Gorgias AI Agent
The AI Agent is a cloud SaaS feature of the Gorgias help desk, included on every plan and billed only when it resolves a conversation.Vendor-reported
- Source
- Gorgias pricing
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
gorgias-cmp-deployment
PolyAI
PolyAI states its service is hosted on AWS, that the company is ISO 27001-certified and aligned with National Cyber Security Centre guidelines; it publishes Sandbox, Staging and Live environments with API-driven publishing, and no self-hosted option is documented.Vendor-reported
- Source
- PolyAI — Security
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
polyai-cmp-deployment
Actions in backend systems
Gorgias AI Agent
Documented AI Agent actions include Shopify order changes (cancel, edit shipping address, remove item, replace item, free reshipment, order note), Loop Returns portal links and return shipping status, Recharge, Skio and Loop subscription management, and 3PL lookups via ShipStation, ShipBob, ShipHero and ShipMonk, alongside custom actions built through the action builder.Vendor-reported
- Source
- AI Agent Actions: make changes to Shopify orders
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
gorgias-cmp-actions
PolyAI
PolyAI states its agents perform account management, authentication, call routing, billing and payments, booking and reservations, order management, troubleshooting and FAQ against integrated systems, with custom connectors documented alongside telephony, CRM and payments integrations.Vendor-reported
- Source
- PolyAI — Integrations
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
polyai-cmp-actions
Human handoff
Gorgias AI Agent
Handover to human agents is triggered by built-in signals (anger, explicit request for a human, sensitive topics), merchant-configured handover topics, and a low-confidence check on the agent's draft reply before sending.Vendor-reported
- Source
- Customize how AI Agent hands over to your team
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
gorgias-cmp-handoff
PolyAI
PolyAI documents that the agent "runs autonomously by default and escalates to a human only when needed", transferring calls via SIP REFER, SIP INVITE or SIP BYE and passing customer ID, verification status, escalation reason and transcript through SIP headers and the Handoff and Conversations APIs.Vendor-reported
- Source
- PolyAI Docs — Voice channel: Handoffs
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
polyai-cmp-handoff
Side by side
Product attributes first, then what the sources establish for each customer workflow, then the industries they place each agent in. Open any claim to see its source, the date it was checked, and how to request a correction. Two agents are rarely documented to the same depth, so read a difference between the two columns as a difference in the public record before reading it as a difference in the products.
What this agent was judged by
The independent evidence behind these states comes mainly from other independent sources.States rest on 2 independent sources across other independent sources, end-user review sites. This is not the same yardstick for every agent, and that asymmetry is a known limitation.
What this agent was judged by
The independent evidence behind these states comes mainly from analysts and trade press.States rest on 2 independent sources across analysts and trade press. This is not the same yardstick for every agent, and that asymmetry is a known limitation.
| Attribute | Gorgias AI Agent | PolyAI |
|---|---|---|
| Review basis | Source-based review | Source-based review |
| Deployment model | The AI Agent is a cloud SaaS feature of the Gorgias help desk, included on every plan and billed only when it resolves a conversation.Vendor-reported
| PolyAI states its service is hosted on AWS, that the company is ISO 27001-certified and aligned with National Cyber Security Centre guidelines; it publishes Sandbox, Staging and Live environments with API-driven publishing, and no self-hosted option is documented.Vendor-reported
|
| Channels | Gorgias states the AI Agent operates in its omnichannel inbox covering email, chat, SMS, WhatsApp, Instagram and Facebook.Vendor-reported
| PolyAI is voice-first — its documentation calls it an "enterprise platform for building voice and chat agents" and its pricing is per minute of voice-agent use — with secondary documented channels covering web chat, SMS and RCS, email, and iOS/Android SDKs (including in-app voice calling).Vendor-reported
|
| Languages | Gorgias documentation states that "AI Agent detects the language a customer writes in and replies in the same language", with a setting to override the reply language; no supported-language count for the agent is published.Vendor-reported
| PolyAI's languages page claims "75+ languages with native fluency" and lists 42 by name, while its developer documentation homepage states 24+ languages.Vendor-reported
|
| Help desk and CRM integrations | Across all vendor pages and documentation checked, the AI Agent is offered only as a feature of the Gorgias help desk itself rather than as a layer over third-party help desks.Editorial assessment
| PolyAI documents integrations with Salesforce (customer lookup and case management), Zendesk (Talk voice routing and ticketing), Gladly, NICE CXone, Amazon Connect, Webex, Five9 and Twilio, and its marketing site claims "130+ integrations available" across telephony/voice routing, CRM and knowledge, productivity, and vertical systems.Vendor-reported
|
| Knowledge sources | Knowledge sources documented for the AI Agent are Shopify store data (orders, customers, products), Help Center articles, the public website and product catalog, custom Guidance documents, uploaded documents, and connected third-party app actions.Vendor-reported
| PolyAI combines curated FAQ topics with RAG over external sources — scraped URLs, uploaded files (PDF, DOCX, XLSX, PPTX, CSV, JSON, XML, MD, HTML, EML, EPUB and more) and beta syncs from Zendesk Help Center and Gladly — chunked at 2000 characters with 500-character overlap.Vendor-reported
|
| Actions in backend systems | Documented AI Agent actions include Shopify order changes (cancel, edit shipping address, remove item, replace item, free reshipment, order note), Loop Returns portal links and return shipping status, Recharge, Skio and Loop subscription management, and 3PL lookups via ShipStation, ShipBob, ShipHero and ShipMonk, alongside custom actions built through the action builder.Vendor-reported
| PolyAI states its agents perform account management, authentication, call routing, billing and payments, booking and reservations, order management, troubleshooting and FAQ against integrated systems, with custom connectors documented alongside telephony, CRM and payments integrations.Vendor-reported
|
| Human handoff | Handover to human agents is triggered by built-in signals (anger, explicit request for a human, sensitive topics), merchant-configured handover topics, and a low-confidence check on the agent's draft reply before sending.Vendor-reported
| PolyAI documents that the agent "runs autonomously by default and escalates to a human only when needed", transferring calls via SIP REFER, SIP INVITE or SIP BYE and passing customer ID, verification status, escalation reason and transcript through SIP headers and the Handoff and Conversations APIs.Vendor-reported
|
| Target customer size | Gorgias positions the product for ecommerce brands handling roughly 50 to 5,000 tickets per month, priced by ticket volume rather than per agent.Vendor-reported
| PolyAI targets enterprise contact centres across nine industries and sells via demo request, with ongoing use "priced on a per-minute basis, which includes proactive performance improvements, maintenance and 24/7 support" and no published price points or free tier.Vendor-reported
|
| Vendor-reported performance claims | In its own September 2026 ecommerce AI benchmark (18 vendors, 212 live stores, 8,390 conversations), Gorgias ranks its AI Agent #1 overall, with 74% support automation and a 76/100 blind quality score for support and 84% automation with 76/100 quality for shopping; separately Gorgias markets a 60% automation rate for email and chat and bills the agent per resolved conversation.Vendor-reported
| Unknown |
| Workflow evidenceBilling Illustrative scenario I was charged twice for the same order. Can you refund the extra payment? What to verify: Verify identity, inspect payment records, apply the refund policy, and confirm the payment-system result. If no authorized refund action is connected, hand off with the evidence. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | External report PolyAI's own handoff documentation names billing disputes as an example of a conversation the agent escalates to a human rather than resolving. 2 cited claims for billing on PolyAIPolyAI's integrations page lists "billing & payments" among the functions its agents perform against connected systems.Vendor-reported
TechCrunch reported that PolyAI's voice assistants complete tasks including payment processing for contact-centre callers.Independent report
|
| Workflow evidenceOrders Illustrative scenario My order has not arrived. Where is it? What to verify: Retrieve the correct order and current carrier status. Distinguish a real tracking update from an estimate; do not invent a delivery date. | External report Documented limits apply within the capability rather than negating it: a cancellation is not passed to third-party logistics or fulfilment apps, an address change that alters tax or shipping cannot be refunded or charged by the agent, order modification applies to unfulfilled orders only, and item replacement is limited to one item with multi-item or paid replacements escalated to a human. 2 cited claims for orders on Gorgias AI AgentGorgias documents AI Agent actions that cancel unfulfilled Shopify orders with restock and full refund, edit shipping addresses, remove or replace an order item, reship an order free of charge, and add an order note.Vendor-reported
A Shopify merchant reviewer (Devoción Coffee, United States, 5 stars) reported the AI Agent handles order tracking and shipping-update questions "quickly and accurately".Independent report
| External report PolyAI's integrations page lists "order management" and "booking & reservations" among the supported agent functions. 2 cited claims for orders on PolyAIPolyAI's integrations page lists "order management" and "booking & reservations" among the supported agent functions.Vendor-reported
TechCrunch reported that PolyAI's system handles order status updates and reservation management on inbound calls.Independent report
|
| Workflow evidenceReturns Illustrative scenario I bought this 12 days ago and opened the box. Can I return it? What to verify: Check the actual return window, product exclusions, and order record. A policy answer and an executed return are different capabilities. | Vendor-documented For the documented Loop Returns flow the agent does not process the return itself; it sends a pre-authenticated portal link, and the action requires an active Loop Returns account plus an API key with Order and Return scopes. Merchants can gate the action with conditions such as a 14-day order window. 1 cited claim for returns on Gorgias AI AgentGorgias markets AI Agent support skills that "Make exchange and returns easy with personalized links" and documents a dedicated action that generates a Loop Returns portal deep link personalized to the customer and selected order.Vendor-reported
| Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Workflow evidenceProduct questions Illustrative scenario Does this adapter work with my exact laptop model? What to verify: Use a current, approved compatibility source. Ask for the model when missing and distinguish documented compatibility from an assumption. | Vendor-documented The same documentation states the agent will not reply when it cannot ground an answer in a verified source, and instead escalates; no independent evaluation of product-answer accuracy was found. 1 cited claim for product questions on Gorgias AI AgentGorgias documentation states the AI Agent draws on Shopify store data, Help Center articles, the public website and product catalog, custom Guidance documents and uploaded documents when composing answers.Vendor-reported
| Vendor-documented URL ingestion is documented as limited to one level below the starting URL and a maximum of ten embedded pages, and the Zendesk and Gladly knowledge syncs are marked beta. Those constrain one ingestion route rather than the capability itself, so they are recorded here rather than as a gap. No independent evidence of answer quality was found, so the verdict stays unknown. 1 cited claim for product questions on PolyAIPolyAI documents curated FAQ topics, retrieval-augmented generation, and external knowledge sources ingested from URLs, files (PDF, Office, CSV, JSON, HTML and others) and helpdesk knowledge bases.Vendor-reported
|
| Workflow evidenceAccount issues Illustrative scenario I lost access to my email. Change the address on my account. What to verify: Follow the approved identity-recovery process before accessing or changing account data. Escalate when identity cannot be verified. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Workflow evidenceComplaints Illustrative scenario I have contacted you three times and the problem is still unresolved. What to verify: Recognize the repeat complaint, retain relevant history, and route it to the right team. Do not promise compensation outside the policy. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Caveat documented PolyAI's handoff documentation names complaints, alongside billing disputes and out-of-scope requests, as the conversation types where the agent escalates to a human rather than resolving autonomously. 1 cited claim for complaints on PolyAIPolyAI's handoff documentation names complaints, alongside billing disputes and out-of-scope requests, as the conversation types where the agent escalates to a human rather than resolving autonomously.Vendor-reported
|
| Workflow evidenceHuman handoff Illustrative scenario Please connect me to a person who can approve this exception. What to verify: Transfer to an available team with the conversation and relevant records. Outside working hours, explain the actual follow-up path rather than promise immediate contact. | Vendor-documented Handover configuration differs by channel: email and SMS expose customer-notification settings, while chat adds confirmation prompts, wait-time messaging and email capture. 1 cited claim for human handoff on Gorgias AI AgentGorgias documents built-in handover signals (customer anger, explicit requests for a human, sensitive topics such as self-harm, violence, legal threats or financial account requests), configurable handover topics, and a pre-send draft review where "If it doesn't have enough knowledge to answer reliably...it hands over rather than guessing."Vendor-reported
| Caveat documented PolyAI documents voice handoff via SIP REFER, SIP INVITE or SIP BYE with escalation context passed through custom X- SIP headers, a Handoff State API endpoint and a Conversations API transcript, plus chat handoff integrations for Salesforce, Zendesk, NICE CXone, Amazon Connect, Webex and Five9. 2 cited claims for human handoff on PolyAIPolyAI documents voice handoff via SIP REFER, SIP INVITE or SIP BYE with escalation context passed through custom X- SIP headers, a Handoff State API endpoint and a Conversations API transcript, plus chat handoff integrations for Salesforce, Zendesk, NICE CXone, Amazon Connect, Webex and Five9.Vendor-reported
PolyAI's handoff documentation states that with the default SIP REFER method "the utterance may not play before the transfer completes because the REFER fires at the same time as function execution", and that inbound SIP voicemail detection on the destination side is "not available by default" for SIP REFER, BYE or INVITE transfers.Vendor-reported
|
| Workflow evidenceSmall businesses Illustrative scenario A two-person support team wants to launch without a dedicated engineer. What to verify: Validate setup effort, existing help-desk support, required integrations, and ongoing maintenance. A small customer's story alone does not establish suitability for every small business. | Caveat documented The same complaint appears verbatim in a 2-star Shopify App Store review from GPerformance (Slovakia, 2026-07-31); Gorgias itself publishes no per-resolution dollar figure, so the $1.50 figure is a customer report, not a vendor-confirmed price. 2 cited claims for small businesses on Gorgias AI AgentGorgias states its help desk "scales from 50 to 5,000 tickets a month, never priced per agent", offers self-serve "Sign up free", and includes "AI Agent on every plan, pay only when it resolves a conversation".Vendor-reported
A 2-star Trustpilot reviewer reported leaving the AI Agent switched off, writing "At 1.50 USD per AI conversation I cannot justify switching it on - if customers actually use it, that is a four-figure bill at the end of the month."Independent report
| Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Workflow evidenceMid-market Illustrative scenario A growing support team needs separate queues and connected order and account systems. What to verify: Validate routing, permissions, integration ownership, and handling of each team's policies in the intended configuration. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Workflow evidenceEnterprise Illustrative scenario A multi-brand support organization needs controlled access across regional teams. What to verify: Validate data boundaries, audit records, escalation ownership, and the specific deployment requirements. A vendor's enterprise positioning is not proof of these controls. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | External report Gartner's cautions in the same analysis concern inflexible consumption-based pricing and an immature channel partner network. 3 cited claims for enterprise on PolyAIPolyAI positions itself as an enterprise-scale agentic dialog platform and markets to nine industries: consumer services, financial services, healthcare, hotels, insurance, restaurants, retail, telecom and utilities.Vendor-reported
CX Today reports PolyAI was placed in the 2025 Gartner Magic Quadrant for Conversational AI Platforms as a Niche Player, with Gartner highlighting its low customer churn and research investment.Independent report
TechCrunch reported PolyAI's customers included FedEx and Marriott alongside dozens of enterprise and government clients handling millions of interactions monthly.Independent report
|
| Industry evidenceRetail and e-commerce | External report Gorgias is positioned for ecommerce brands, and a merchant reviewing on the Shopify App Store reports the agent handling order and shipping questions. One reviewer describes one store, not the segment. 2 cited claims for retail and e-commerce on Gorgias AI AgentGorgias positions the product for ecommerce brands handling roughly 50 to 5,000 tickets per month, priced by ticket volume rather than per agent.Vendor-reported
A Shopify merchant reviewer (Devoción Coffee, United States, 5 stars) reported the AI Agent handles order tracking and shipping-update questions "quickly and accurately".Independent report
| Vendor-documented Retail and restaurants are among the marketed verticals. The claim is the vendor's positioning of the product. 1 cited claim for retail and e-commerce on PolyAIPolyAI positions itself as an enterprise-scale agentic dialog platform and markets to nine industries: consumer services, financial services, healthcare, hotels, insurance, restaurants, retail, telecom and utilities.Vendor-reported
|
| Industry evidenceFinancial services | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Vendor-documented Financial services and insurance appear in the nine industries PolyAI markets to. A marketed vertical is a statement of intent, not evidence of a deployment. 1 cited claim for financial services on PolyAIPolyAI positions itself as an enterprise-scale agentic dialog platform and markets to nine industries: consumer services, financial services, healthcare, hotels, insurance, restaurants, retail, telecom and utilities.Vendor-reported
|
| Industry evidenceTelecommunications | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Vendor-documented Telecom is one of the nine marketed industries, sourced to PolyAI's own homepage. 1 cited claim for telecommunications on PolyAIPolyAI positions itself as an enterprise-scale agentic dialog platform and markets to nine industries: consumer services, financial services, healthcare, hotels, insurance, restaurants, retail, telecom and utilities.Vendor-reported
|
| Industry evidenceTravel and hospitality | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | External report Hotels are a marketed vertical, and TechCrunch separately named Marriott among the customers. The report names the account; it does not describe what the agent handles there. 2 cited claims for travel and hospitality on PolyAIPolyAI positions itself as an enterprise-scale agentic dialog platform and markets to nine industries: consumer services, financial services, healthcare, hotels, insurance, restaurants, retail, telecom and utilities.Vendor-reported
TechCrunch reported PolyAI's customers included FedEx and Marriott alongside dozens of enterprise and government clients handling millions of interactions monthly.Independent report
|
| Industry evidenceHealthcare | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Vendor-documented Healthcare is one of the nine industries on PolyAI's own homepage. No healthcare deployment is independently reported. 1 cited claim for healthcare on PolyAIPolyAI positions itself as an enterprise-scale agentic dialog platform and markets to nine industries: consumer services, financial services, healthcare, hotels, insurance, restaurants, retail, telecom and utilities.Vendor-reported
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| Industry evidencePublic sector and education | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | External report The same TechCrunch report refers to dozens of enterprise and government clients. Government clients are counted, not named or described. 1 cited claim for public sector and education on PolyAITechCrunch reported PolyAI's customers included FedEx and Marriott alongside dozens of enterprise and government clients handling millions of interactions monthly.Independent report
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| Industry evidenceLogistics and delivery | Caveat documented The only source placing the product against fulfilment systems is a documented limitation: a cancellation made by the agent is not passed to third-party logistics or fulfilment apps. Nothing establishes broader logistics coverage either way. 1 cited claim for logistics and delivery on Gorgias AI AgentGorgias documentation states that when the AI Agent cancels a Shopify order, "The cancellation does not get passed along to other 3rd-party logistics (3PL) or order fulfillment apps."Vendor-reported
| External report TechCrunch named FedEx among PolyAI's customers. A named account in funding coverage, with no description of the workflows in use. 1 cited claim for logistics and delivery on PolyAITechCrunch reported PolyAI's customers included FedEx and Marriott alongside dozens of enterprise and government clients handling millions of interactions monthly.Independent report
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| Channels | ||
| Web and in-app chat | Vendor-documented Gorgias states the AI Agent operates in its omnichannel inbox covering email, chat, SMS, WhatsApp, Instagram and Facebook. 1 cited claim for web and in-app chat on Gorgias AI AgentGorgias states the AI Agent operates in its omnichannel inbox covering email, chat, SMS, WhatsApp, Instagram and Facebook.Vendor-reported
| Vendor-documented PolyAI is voice-first — its documentation calls it an "enterprise platform for building voice and chat agents" and its pricing is per minute of voice-agent use — with secondary documented channels covering web chat, SMS and RCS, email, and iOS/Android SDKs (including in-app voice calling). 1 cited claim for web and in-app chat on PolyAIPolyAI is voice-first — its documentation calls it an "enterprise platform for building voice and chat agents" and its pricing is per minute of voice-agent use — with secondary documented channels covering web chat, SMS and RCS, email, and iOS/Android SDKs (including in-app voice calling).Vendor-reported
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| Vendor-documented Gorgias states the AI Agent operates in its omnichannel inbox covering email, chat, SMS, WhatsApp, Instagram and Facebook. 1 cited claim for email on Gorgias AI AgentGorgias states the AI Agent operates in its omnichannel inbox covering email, chat, SMS, WhatsApp, Instagram and Facebook.Vendor-reported
| Vendor-documented PolyAI is voice-first — its documentation calls it an "enterprise platform for building voice and chat agents" and its pricing is per minute of voice-agent use — with secondary documented channels covering web chat, SMS and RCS, email, and iOS/Android SDKs (including in-app voice calling). 1 cited claim for email on PolyAIPolyAI is voice-first — its documentation calls it an "enterprise platform for building voice and chat agents" and its pricing is per minute of voice-agent use — with secondary documented channels covering web chat, SMS and RCS, email, and iOS/Android SDKs (including in-app voice calling).Vendor-reported
| |
| Voice and phone | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Vendor-documented PolyAI is voice-first — its documentation calls it an "enterprise platform for building voice and chat agents" and its pricing is per minute of voice-agent use — with secondary documented channels covering web chat, SMS and RCS, email, and iOS/Android SDKs (including in-app voice calling). 1 cited claim for voice and phone on PolyAIPolyAI is voice-first — its documentation calls it an "enterprise platform for building voice and chat agents" and its pricing is per minute of voice-agent use — with secondary documented channels covering web chat, SMS and RCS, email, and iOS/Android SDKs (including in-app voice calling).Vendor-reported
|
| SMS | Vendor-documented Gorgias states the AI Agent operates in its omnichannel inbox covering email, chat, SMS, WhatsApp, Instagram and Facebook. 1 cited claim for sms on Gorgias AI AgentGorgias states the AI Agent operates in its omnichannel inbox covering email, chat, SMS, WhatsApp, Instagram and Facebook.Vendor-reported
| Vendor-documented PolyAI is voice-first — its documentation calls it an "enterprise platform for building voice and chat agents" and its pricing is per minute of voice-agent use — with secondary documented channels covering web chat, SMS and RCS, email, and iOS/Android SDKs (including in-app voice calling). 1 cited claim for sms on PolyAIPolyAI is voice-first — its documentation calls it an "enterprise platform for building voice and chat agents" and its pricing is per minute of voice-agent use — with secondary documented channels covering web chat, SMS and RCS, email, and iOS/Android SDKs (including in-app voice calling).Vendor-reported
|
| Vendor-documented Gorgias states the AI Agent operates in its omnichannel inbox covering email, chat, SMS, WhatsApp, Instagram and Facebook. 1 cited claim for whatsapp on Gorgias AI AgentGorgias states the AI Agent operates in its omnichannel inbox covering email, chat, SMS, WhatsApp, Instagram and Facebook.Vendor-reported
| Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | |
| Social messaging | Vendor-documented Gorgias states the AI Agent operates in its omnichannel inbox covering email, chat, SMS, WhatsApp, Instagram and Facebook. 1 cited claim for social messaging on Gorgias AI AgentGorgias states the AI Agent operates in its omnichannel inbox covering email, chat, SMS, WhatsApp, Instagram and Facebook.Vendor-reported
| Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Help desks | ||
| Zendesk | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Vendor-documented PolyAI documents integrations with Salesforce (customer lookup and case management), Zendesk (Talk voice routing and ticketing), Gladly, NICE CXone, Amazon Connect, Webex, Five9 and Twilio, and its marketing site claims "130+ integrations available" across telephony/voice routing, CRM and knowledge, productivity, and vertical systems. 1 cited claim for zendesk on PolyAIPolyAI documents integrations with Salesforce (customer lookup and case management), Zendesk (Talk voice routing and ticketing), Gladly, NICE CXone, Amazon Connect, Webex, Five9 and Twilio, and its marketing site claims "130+ integrations available" across telephony/voice routing, CRM and knowledge, productivity, and vertical systems.Vendor-reported
|
| Salesforce | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Vendor-documented PolyAI documents integrations with Salesforce (customer lookup and case management), Zendesk (Talk voice routing and ticketing), Gladly, NICE CXone, Amazon Connect, Webex, Five9 and Twilio, and its marketing site claims "130+ integrations available" across telephony/voice routing, CRM and knowledge, productivity, and vertical systems. 1 cited claim for salesforce on PolyAIPolyAI documents integrations with Salesforce (customer lookup and case management), Zendesk (Talk voice routing and ticketing), Gladly, NICE CXone, Amazon Connect, Webex, Five9 and Twilio, and its marketing site claims "130+ integrations available" across telephony/voice routing, CRM and knowledge, productivity, and vertical systems.Vendor-reported
|
| ServiceNow | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Freshdesk | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Intercom | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| HubSpot | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Kustomer | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Gorgias | Vendor-documented Gorgias states the AI Agent operates in its omnichannel inbox covering email, chat, SMS, WhatsApp, Instagram and Facebook. 1 cited claim for gorgias on Gorgias AI AgentGorgias states the AI Agent operates in its omnichannel inbox covering email, chat, SMS, WhatsApp, Instagram and Facebook.Vendor-reported
| Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Gladly | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Vendor-documented PolyAI documents integrations with Salesforce (customer lookup and case management), Zendesk (Talk voice routing and ticketing), Gladly, NICE CXone, Amazon Connect, Webex, Five9 and Twilio, and its marketing site claims "130+ integrations available" across telephony/voice routing, CRM and knowledge, productivity, and vertical systems. 1 cited claim for gladly on PolyAIPolyAI documents integrations with Salesforce (customer lookup and case management), Zendesk (Talk voice routing and ticketing), Gladly, NICE CXone, Amazon Connect, Webex, Five9 and Twilio, and its marketing site claims "130+ integrations available" across telephony/voice routing, CRM and knowledge, productivity, and vertical systems.Vendor-reported
|
| Help Scout | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Front | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Microsoft Dynamics 365 | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
Change history
Open the changelogEvery change to this record is in the public changelog, with what it changed and why.
· Structure
Channels and help desks become evidence rows, and records gain bylines
Gorgias AI Agent: 6 evidence states moved
- Channel · Web and in-app chatNot established→Vendor-documented
- Channel · EmailNot established→Vendor-documented
- Channel · SMSNot established→Vendor-documented
- Channel · WhatsAppNot established→Vendor-documented
- Channel · Social messagingNot established→Vendor-documented
- Help desk · GorgiasNot established→Vendor-documented
PolyAI: 7 evidence states moved
- Channel · Web and in-app chatNot established→Vendor-documented
- Channel · EmailNot established→Vendor-documented
- Channel · Voice and phoneNot established→Vendor-documented
- Channel · SMSNot established→Vendor-documented
- Help desk · ZendeskNot established→Vendor-documented
- Help desk · SalesforceNot established→Vendor-documented
- Help desk · GladlyNot established→Vendor-documented
· Catalog
Launch: 22 AI customer service agents and 532 claims, every one sourced and dated
Gorgias AI Agent: Added to the catalog with 26 claims and 7 rows with evidence.
PolyAI: Added to the catalog with 28 claims and 13 rows with evidence.
Recorded before launch
Notes the profile carried when it went live, from research before launch.
Gorgias AI Agent: Added the Gorgias Shopify App Store aggregate rating (4.3 across 705 reviews). The record quoted individual reviewers but not the aggregate, while another record in the catalog carried one, so the two were not documented to the same depth. Source