Reality Check: Gorgias’s Landmark Benchmark Exposes the True Capabilities—and Limits—of E-Commerce AI Agents
Executive Overview The artificial intelligence revolution promised a future where customer service is instantaneous, frictionless, and entirely automated. For e-commerce leaders evaluating modern AI agents, the pitch sounds utopian: plug in a large language model, let it ingest your product catalog, and watch as it autonomously resolves the vast majority of consumer queries—cutting support overhead…
