The new ticket rating feature (available in the AI Feedback tab) allows users to rate conversations between shoppers and AI Agent. Brands can choose from three options:

• 😃 Good

• 😐 Okay

• ☹️ Bad

If you select “Good”:

You’re all set! You can optionally leave additional notes, but no further feedback is required. You can then proceed to review knowledge performance as usual.

If you select “Okay” or “Bad”:

You’ll be prompted with a dropdown to indicate what could be better. Choose one or more reasons, such as:

• Wrong knowledge used

• Hallucination

• Repetitive messages

• Handled handover incorrectly

• Incorrect product or order info

• Unhelpful recommendations

• …and more

You can also leave additional comments if needed.

⚠️ Note: This feedback is currently used for internal tracking and analysis only. It does not directly impact AI behavior in real time.

What Gorgias does with this feedback

Your ratings will be used to:

• Improve internal visibility into AI performance across use cases

• Inform future enhancements to AI training and evaluation

• Strengthen our reporting by integrating this data into existing quality models