# 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, sol)_
- Kind: Major incident · Label: degradation (model (Jev))
- Changed: 2026-07-15 16:42 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/8lk0gk7cnvqx](https://stspg.io/8lk0gk7cnvqx)
- [Company: Gorgias](https://rewindex.com/company/gorgias.md)
- Versions: before (none: first archived) → after incident\_version:329/8r6r0j5dl6t2@6310a7f90246
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ AI Agent knowledge retrieval degradation
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-07-15 16:42 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-07-15 16:42 UTC
```

**6. Added: Affected components**

```diff
+ AI Agent, Automate - AI Agent
```

**7. Added: Update** (resolved) · 2026-07-15 16:42 UTC

```diff
+ 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.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-07-15 16:42 UTC | Major incident: AI Agent knowledge retrieval degradation (this change) | degradation |

All Gorgias changes: [timeline](https://rewindex.com/company/gorgias/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


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Canonical: https://rewindex.com/change/iec0a235435e203 · Markdown: https://rewindex.com/change/iec0a235435e203.md · JSON: https://rewindex.com/api/v1/changes/iec0a235435e203 · Generated 2026-10-18T03:32:30.946Z