Deliver exceptional shopper experience with real-time actionable insights on individual and team performance, and automatically monitoring, analyzing, and scoring 100% of Gorgias tickets.
Why integrate Pathlight with Gorgias?
Pathlight gives you a single pane of glass view into support team performance, and deeply analyzes and scores 100% of Gorgias tickets in real time, to help you deliver best-in-class customer experiences and increase revenue.
Powered by contact center-specific Large Language Models (LLMs) and Generative AI, Pathlight can automatically transcribe, tag and categorize every Gorgias ticket, swiftly identify quality issues, and discover trends and opportunities to make data-driven decisions and personalize coaching for every agent and team.
Features
- Centralized view of support team performance across email, chat, social, text, voice, and other support systems
- AI-driven goal-setting and evaluation for every metric, team, and individual based on historical performance
- Auto-analyze 100% of Gorgias tickets from Day 1
- Real-time insights on trends, compliance and fraud issues, sentiment, voice of customer, and more
- Best-in-class audio and video recording transcription
- Instant summarization of performance and quality with automated coaching recommendations
- Auto-generated tags based on natural language and pre-defined criteria
- Select and analyze Gorgias tickets based on tags, ticket status, and other custom fields
- Custom scorecards, side-by-side view, and annotations
- Multi-language support
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