Gorgias × Baby Gold
Gorgias x Baby Gold: From 0% to 20% email automation in two weeks
20% email automation rate in two weeks
Manual triage overwhelm to automated first response
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Why it works
The story earns the New Capability tag because Baby Gold had zero email automation before and stood up a working AI agent within two weeks, not a speed improvement on an existing motion. The quotes carry specific, brand-relevant detail about the AI personalizing messages around weddings and birthdays, which makes the personalization claim credible rather than generic. The metrics are concrete and attributable, though the before-state for response time is absent, limiting the comparison.
Steal this
Naming the AI agent 'Michelle' and reporting customer feedback that treats her as a real team member turns an abstract automation metric into a human story, making the capability feel tangible and brand-aligned.
Click to enlarge ↗ This is editorial commentary and curation. The case study, screenshot, and all metrics are Gorgias's published work; we link to the source and lead with our analysis.