Gem CX AI Agent Reviews & Product Details

Gem CX AI Agent is an AI customer service agent for e-commerce brands. It runs on one shared core built into the helpdesk (Zendesk, Freshdesk, Gorgias, Intercom, LiveChat) and the store back-end (Shopify, Magento, WooCommerce or an in-house API), and answers from live order, delivery and catalogue data. It answers customers 24/7 on web chat, WhatsApp and email, tracks orders and deliveries, handles returns, advises on products and helps shoppers complete their purchase. Conversations that need a person become helpdesk tickets with the full context, and the team can switch the agent off at any time. Email replies start as drafts the team approves, and each type of request moves to automatic sending once its replies match the team's. Gem CX configures the agent for each store and operates it, with weekly improvements. Measured in production: 72% of conversations resolved without the team and 85% average CSAT across clients. Sofa Club, a UK furniture retailer, replaced Zendesk AI with Gem CX. Flat monthly pricing from €990, with no charge per resolution.