# Gorgias: AI Agent knowledge retrieval degradation

- Impact (vendor’s label): major
- Status: resolved
- Started: 2026-07-15 16:42 UTC · Resolved: 2026-07-15 16:42 UTC · Duration: 0 min
- Updates: 1 · Affected components: AI Agent, Automate - AI Agent
- [Vendor status page: https://stspg.io/8lk0gk7cnvqx](https://stspg.io/8lk0gk7cnvqx)
- [Company: Gorgias](https://rewindex.com/company/gorgias.md)

## 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)_
## Timeline of updates

- **resolved** 2026-07-15 16:42 UTC: 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

- 2026-07-15 16:42 UTC: [Major incident: AI Agent knowledge retrieval degradation](https://rewindex.com/change/iec0a235435e203.md)


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Canonical: https://rewindex.com/company/gorgias/incidents/8r6r0j5dl6t2 · Markdown: https://rewindex.com/company/gorgias/incidents/8r6r0j5dl6t2.md · JSON: https://rewindex.com/api/v1/companies/gorgias/incidents/8r6r0j5dl6t2 · Generated 2026-10-18T12:44:12.190Z