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Gorgias: AI Agent knowledge retrieval degradation
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 archived incident (Sol). Check the timeline before relying on it.
Affected components: AI AgentAutomate - AI Agent
Timeline of updates
- resolved
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.
Rewindex changes for this incident
- Major incident: AI Agent knowledge retrieval degradation 2026-07-15 16:42 UTC
Impact, status and times are the vendor’s own, as last archived. View on stspg.io (opens in new tab). Gorgias profile · Recent Gorgias incidents · Markdown · JSON