# Gorgias: AI Agent degraded performance

- Impact (vendor’s label): major
- Status: resolved
- Started: 2026-05-27 15:28 UTC · Resolved: 2026-05-28 06:07 UTC · Duration: 15 h
- Updates: 3 · Affected components: AI Agent, Automate - AI Agent
- [Vendor status page: https://stspg.io/b5w8jls35fbl](https://stspg.io/b5w8jls35fbl)
- [Company: Gorgias](https://rewindex.com/company/gorgias.md)

## Summary

Gorgias reported a major degradation affecting AI Agent and Ticket Translation, with higher latency caused by a third-party LLM provider outage. It started at 2026-05-27 15:28 UTC and was resolved at 2026-05-28 06:07 UTC, lasting 14 h 38 min. Gorgias switched LLM providers and reported gradual improvement before resolution. _(machine-written, sol)_
## Timeline of updates

- **identified** 2026-05-27 15:28 UTC: Due to third party LLM provider outage, we are experiencing degraded performance, higher latency for AI Agent and Ticket Translation
- **monitoring** 2026-05-27 16:52 UTC: We changed the LLM service provider and we are monitoring the situation, we are seeing gradual improvement. The default one is still having an open incident
- **resolved** 2026-05-28 06:07 UTC: This incident has been resolved.

## Rewindex changes for this incident

- 2026-05-27 15:28 UTC: [Major incident: AI Agent degraded performance](https://rewindex.com/change/i5988a07e7e6f26.md)


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Canonical: https://rewindex.com/company/gorgias/incidents/wt746bkkzfsw · Markdown: https://rewindex.com/company/gorgias/incidents/wt746bkkzfsw.md · JSON: https://rewindex.com/api/v1/companies/gorgias/incidents/wt746bkkzfsw · Generated 2026-10-18T09:52:46.257Z