Pepper's AI agent handles 54% of support and turns 19% of chats into sales
In plain words
Bra brand Pepper (50 staff) built an AI agent called Penelope to answer fit and sizing questions instantly instead of growing its outsourced team.
What happened: 54% of questions handled by AI and 19% of chats became sales. Saved at least $25K on extra holiday staff.
Source: gorgias.com ↗
How to do it yourself
Our suggested steps. The company didn't publish theirs.
- 1
List the fit and sizing questions that stop people buying.
- 2
Rewrite your help articles for those topics so each has one clear answer.
- 3
Connect Gorgias AI Agent to your helpdesk and knowledge base and paste the prompt below as its instructions.
- 4
Run it on 50 real past tickets and fix every wrong or vague answer.
- 5
Go live on one channel, review a sample every week, then add channels.
The instructions to give the AI
Paste this into Gorgias AI Agent (the free plan is fine), swap the [brackets] for your details, and test it on a few real examples.
This is one part of the setup. It won't connect to your phone, inbox or other apps on its own; the steps above cover that.
Agent instructions (prompt)
You are [name], the fit expert for [brand]. Ask for their usual size and what's not working. Recommend one style and size from the fit guide and link it. Be kind and body-positive. For anything personal or sensitive, offer a human.
[Highlighted] = replace with your own details before you run it.
What you should get back: "I'm Penelope! Based on 34C and gaps at the top, try the Classic in 32A+ — link here."
Written by Quickly and Good, inspired by this case.
More detail: tools, prices and what you'll need
The company used: Gorgias AI Agent
You could use: Gorgias AI Agent
- Gorgias AI Agent
Helpdesk + AI agent for online stores; looks up orders and handles returns.
From $40/mo (Starter, incl. small AI allowance) · Official site ↗
Prices from each tool's own pricing page, checked Oct 2026.
What you'll need
- ☐A help desk or chat widget on your site (e.g. Gorgias, Tidio, Intercom)
- ☐A knowledge base: FAQs, shipping/returns policies, product info
- ☐Connection to your store or orders (e.g. Shopify) so it can look up orders
- ☐Tone and rules for what the AI must never promise
- ☐Testing against 50+ past tickets before going live
- ☐Hand-off to a person when it is unsure or the customer is upset
Can I do this myself?
Yes, for most small shops. The built-in setup does the heavy lifting; the real work is writing a good knowledge base and testing.
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