Changes / Gorgias / AI Agent knowledge retrieval degradation
Gorgias: Major incident: AI Agent knowledge retrieval degradation
Summary
Gorgias reported major AI Agent knowledge-retrieval failures between 08:00 and 18:30 UTC on July 14: Help Center articles and guidance were intermittently missed, allowing context-only answers. A third-party ML provider infrastructure issue caused the failures; the incident record started and resolved at 2026-07-15 16:42 UTC (computed duration: 0 min).
Machine-written from the diff below (Sol; type: incident degradation). Check the diff before relying on it.
Major incidentLabel: degradation (model (Jev), 100%)Changed Detected Source: stspg.io (opens in new tab)
What changed
Before: not present
After: AI Agent knowledge retrieval degradation
Before: not present
After: major
Before: not present
After: resolved
Before: not present
After: 2026-07-15 16:42 UTC
Before: not present
After: 2026-07-15 16:42 UTC
Before: not present
After: AI Agent, Automate - AI Agent
Before: not present
After: Between 08:00 and 18:30 UTC on July 14, an infrastructure issue at one of our third-party ML providers caused intermittent failures in the AI Agent’s knowledge retrieval. During this window, the AI Agent did not always pick up knowledge sources (Help Center articles and guidance) when composing answers, and could respond based on conversation context alone. Some intent-based automations (rules and routing) were also intermittently affected.
First version of this incident archived by Rewindex. View the live incident (opens in new tab).
History of this incident
| When (UTC) | Change | Kind |
|---|---|---|
| Major incident: AI Agent knowledge retrieval degradation (this change) Gorgias reported major AI Agent knowledge-retrieval failures between 08:00 and 18:30 UTC on July 14: Help Center articles and guidance were intermittently missed, allowing context-only answers. A third-party ML provider infrastructure issue caused the failures; the incident record started and resolved at 2026-07-15 16:42 UTC (computed duration: 0 min). | Major incident |