CX Firm Gorgias Raises $29m to Launch AI Agent Tool

San Francisco-based CX platform Gorgias has raised $29m from existing investors. The money will be used to expand the firm's suite of AI tools for eCommerce brands, and specifically to launch AI Agent, described as a fully autonomous AI teammate built on brands' own knowledge bases, data and integrations.

Gorgias brings all of a company's customer interactions together, including contacts with online stores across multiple channels, and integrates them into a single CX platform which also flows data out to partners including Shopify, Loop Returns, Recharge and more than 100 other ecommerce tools.

The firm says AI Agent, which is now in beta and should launch in July, can instantly answer tickets, perform actions in other apps, and 'match a brand's tone of voice', while allowing easy hand-off of problems to humans if and when required.

The Series C-2 funding round was led by SaaStr and Alven, with participation from Horsley Bridge, Amplify, Shopify, Sapphire, CRV and Transpose Platform; with Amplify's Sunil Dhaliwal joining the Board as an observer.

CEO and co-founder Romain Lapeyre (pictured) comments: 'AI is now unlocking a new channel of growth for brands. The opportunity for ecommerce brands is to leverage AI that puts them in control, which means AI built upon the brand's own data and fully integrated with the ecom stack. Reliable AI frees CX teams from responding to shipping questions to building relationships and selling'.

Established in 2015 and now with 300 employees across sixteen countries, Gorgias has offices in San Francisco, Paris, Toronto, New York City, Sydney, Belgrade, Buenos Aires and Charlotte. The firm is online at www.gorgias.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.