Should you build an MCP or an AI copilot (aka at Gaia on Gorgias) in your app? In Q2, we launched both, now that it's been a few months, it's a good time to share some of the learnings here. - First, usage is high. More than half our customers have used our internal AI tool, and close to half on the MCP. - The MCP was perceived as a tool for "technical users". A few weeks in, I'm seeing more an more non technical users adopt it. They usually describe it as a game changer, making their job way easier. - It drives adoption of hard to use features. We've had rules (our workflows) since day 1 on Gorgias, we've tried to simplify them, but very often they required heavy hand holding from our support team. - Coincidently (that might be unrelated but it's still an interesting observation), our support queue is now close to 0. Our support team has gone more efficient for sure, but I think these AI tools are also reducing support - The median usage on the MCP is 2x the AI copilot, meaning heavy workflow like bulk exports happen more on the MCP. - It's still the beginning. This week I shared the MCP with 2 merchants who hadn't heard of it and were blown away If you haven't used Gaia on Gorgias, click at the bottom left of your account on the "ask Gaia" button (or command G). For the mcp, you can install it here: If you have several Gorgias accounts, you can connect all of them. Excited to see CX managers being 10x more efficient with these tools 🔥