Case Study: Baby Gold boosts email automation and response times with Gorgias AI Agent

How Baby Gold Went from 0% to 20% Email Automation Rate in Two Weeks with AI Agent

Baby Gold, a personalized fine gold jewelry brand, needed a faster way to handle the high volume of support tickets that come with made-to-order products and 2–3 week delivery timelines. Their remote agents often needed more personalization than they could provide, so the team looked for a solution that could improve response times while freeing in-house staff to focus on more complex customer issues. The company used Gorgias AI Agent as part of its support workflow.

Gorgias implemented AI Agent with Baby Gold in just two weeks, and the brand named the AI assistant “Michelle.” The result was a consistent 20% email automation rate, plus a 49-second first response time and a 1 minute 4 second resolution time. Baby Gold also reported more personalized, on-brand replies and plans to use Gorgias AI Agent to handle more common order changes and seasonal volume, especially during BFCM and the holidays.