# How Pepper uses Gorgias

**19.2x**: “19.2x ROI on AI-driven sales interactions”

As published on [gorgias.com](https://www.gorgias.com/customers/pepper), March 2025. Captured by usedby on 2026-10-08.

- Company: [Pepper](https://www.usedby.ai/companies/pepper.md)
- Tool: [Gorgias](https://www.usedby.ai/tools/gorgias.md)
- Teams: Customer Support, CX

## What the story says

Pepper uses Gorgias AI Agent, named Penelope, on live chat and email to automate repetitive support requests such as order tracking, returns and exchanges. It also uses Shopping Assistant and Chat Campaigns for product recommendations and proactive shopper engagement, freeing agents for virtual fit sessions.

Summary written by usedby from the source page, in English. The figures are those of Gorgias and Pepper, not ours.

> Penelope has helped Pepper reach a 54% average automation rate that climbs as high as 60% during peak times like BFCM.

- **18%**: “18% uplift in average order value”
- **54%**: “Penelope has helped Pepper reach a 54% average automation rate that climbs as high as 60% during peak times like BFCM.”
- **99.5%**: “99.5% decrease in FRT, from over a day to minutes”
- **92.1%**: “92.1% decrease in resolution time, from days to hours”

> Automating the different types of requests our customers had, from monotonous things like ‘How do I return or exchange an item?’ to true, in-depth product questions, was something we needed. That was a need that Gorgias very abundantly filled.
>
> Gabrielle McWhirter, CX Operations Lead at Pepper

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 19.2x is printed word for word on the page, near the name of Pepper.
- Checked: the passage quoted above is copied word for word from the page, near the name of Pepper.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Pepper uses Gorgias. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

---
Source: https://www.usedby.ai/case-studies/pepper-gorgias · How we check: https://www.usedby.ai/methodology