Case Study: Gorgias improves e-commerce customer service with Temporal Technologies

Gorgias uses AI agents to help over 15,000 e-commerce brands improve customer service

Gorgias, a customer service platform for e-commerce brands, wanted to expand its AI Agent beyond reactive email support into proactive workflows that could trigger actions like order cancellations, handle asynchronous steps, and support retries, backoffs, and distributed transactions. To do this reliably at production scale, the team needed a framework that could handle complex agentic workflows without building all the orchestration themselves.

Temporal Technologies provided the solution with Temporal Cloud and its workflow orchestration framework, which Gorgias used to build and launch production-ready AI agents in about a month. Temporal helped the team support Python and TypeScript, manage retries and saga patterns, and structure each agent as its own workflow; the result was faster deployment, easier iteration, and AI that could automate up to 60% of repetitive support tasks while driving 62% higher conversation rates for ecommerce brands.

Gorgias

Romain Niveau

Senior Engineering Manager