Considering Gorgias?
Gorgias is built tightly around ecommerce. If that is all you are, that focus is a genuine advantage.
When Gorgias is the better choice
Gorgias is excellent if you are a Shopify store and expect to stay one. Its ecommerce depth is real. Kognit is worth a look if you support more than a storefront — or expect to.
Where we differ
Claims in the Kognit column are things you can hold us to. The right-hand column describes patterns across the category — not Gorgias's current feature set, which changes and which you should verify with them directly.
Your knowledge base and connected data only. It will not invent a policy you never wrote down — an empty knowledge base produces escalations, never guesses.
Varies widely. Ask any vendor what happens when their AI has no answer: the useful ones escalate, the risky ones improvise.
Refunds, billing and cancellations always route to a human. Not configurable — the cost of an AI being wrong about a refund is asymmetric.
Often a tunable confidence setting, which means the guardrail is only as good as whoever last edited it.
An hourly cap on automated replies. If a knowledge article is wrong at 3am, twelve customers see it rather than four hundred.
Rate limits are usually about throughput, not about bounding the damage from a bad configuration.
Email, live chat, WhatsApp, Instagram and Messenger — one ticket shape, one SLA clock, one queue.
Most cover the main channels; check whether each is a first-class inbox or a bolt-on with its own rules.
Calculated in business minutes with your timezone, working hours and holidays. A ticket arriving 16:30 Friday on a 4-hour target is due Monday 11:30, not Friday 20:30.
Ask specifically whether out-of-hours arrivals manufacture breaches. Plenty of tools count wall-clock time.
Moving from Gorgias
You do not cut over on a single day. Run both in parallel until you stop opening the old one.
- 1Forward your support address to Kognit alongside Gorgias
- 2Connect your store so order lookups work from day one
- 3Import your macros as knowledge base articles — most are answers, not workflows
- 4Run both for a week with automation off
- 5Enable automation at a high threshold, then tune
Common questions
Yes. Connect Shopify or WooCommerce and the AI answers order-status questions from live data, matching on order number or the customer's email.
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