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AI Automation Case Study with Temporal Cloud for Gorgias

Agentic AI

Orchestration

automated

WORKflows

Temporal

cloud

Services

Agentic AI with Temporal, AI Agent Automation, AI Consulting & Development, AI Implementation, Technical Co-Founder, Temporal Consulting

Industries

Artificial Intelligence, Business Automation, E-Commerce, Professional Services, Retail, Technology

Technologies

Python, Temporal, Typescript
Hero_Gorgias
About
About Challenges & Solutions Strategy Results

About THE Project

Gorgias is a customer support platform trusted by over 15,000 e-commerce brands. Their new AI Agent delivers on-brand, personalized conversations that handle support requests and increase sales opportunities. When Gorgias began expanding its agentic AI capabilities, the engineering team wanted to orchestrate thousands of concurrent agents while maintaining speed, reliability, and developer productivity. They turned to Spiral Scout, a Temporal-certified consulting partner and early innovator in agentic AI with Temporal, to help validate the right patterns and accelerate delivery.


Objectives

  • Validate Temporal as the orchestration layer for AI agents
  • Enable retry logic and distributed transactions across APIs
  • Design scalable architecture for parallel, asynchronous workflows
  • Reduce DevOps overhead through Temporal Cloud hosting
  • Accelerate time-to-production and internal adoption
About_Gorgias

Challenges

Solutions

Challenges

Moving from Reactive to Proactive AI

The first Gorgias AI Agent only answered basic support queries like “Where’s my order?” via email. Expanding to proactive scenarios such as order cancellations and upsells required more complex, event-driven orchestration and reliable state management.

Solutions

Temporal Workflows for Multi-Agent Coordination

After attending Temporal Replay 2024, Gorgias collaborated with Spiral Scout to run a targeted spike. The team designed and tested a Temporal Cloud workflow system, implementing best practices for Workflows and Activities. This enabled asynchronous, multi-agent coordination capable of handling complex decisions and external API calls with full traceability.

Challenges

Reliability Across Long-Running Flows

Maintaining customer context during retries, latency, and asynchronous waits (such as prompting a user and waiting for a response) was critical to delivering a seamless experience.

Solutions

Durable Execution with Saga Patterns

Spiral Scout implemented Saga patterns, retry strategies, and async step handling within Temporal Cloud. This ensured agents could pause, resume, and continue conversations reliably across channels – email, SMS, or chat – without losing context.

Challenges

Bridging Multiple Tech Stacks

Gorgias’s AI models were developed in Python, while orchestration logic was built in TypeScript.

Solutions

Unified Polyglot Workflows

Leveraging Temporal’s polyglot SDKs, Spiral Scout integrated both environments into a single workflow ecosystem – Python for ML intelligence and TypeScript for orchestration logic – simplifying cross-team collaboration and accelerating delivery.

Challenge_Gorgias

PROJECT strategy

How did AI Agents shape the project’s success and addressed its key challenges.

Strategy 01_Gorgias

Scoped Spike for Faster Learning

The engagement began with a focused proof of concept to validate Temporal’s fit for orchestrating AI agents before scaling the architecture to production workloads.

Strategy 02_Gorgias

Certified Partnership for Speed and Quality

As a Temporal-certified partner, Spiral Scout provided production-ready patterns, expert mentoring, and hands-on guidance to shorten the adoption curve.

Strategy 03_Gorgias

Iterative Delivery and Knowledge Transfer

The joint team worked in short, outcome-focused iterations – testing, validating, and documenting every step – so Gorgias engineers could continue building confidently post-launch.

Project results

Within one month, Gorgias deployed its first Temporal-powered AI Agent to production – proving the scalability and reliability of Temporal Cloud for real customer support operations.

Each AI Agent runs as an independent Temporal Workflow:
* Support Agent – handles customer inquiries
* Sales Agent – identifies upsell opportunities
* Manager Agent – synthesizes responses and routes to the right channel

IMPACT

* Automated up to 60% of repetitive support requests
* Achieved 62% higher conversion rates
* Completed rollout from spike to production in 4 weeks
* Reduced DevOps workload with managed Temporal Cloud

Gorgias engineers noted how the workflow model simplified system design, improved reliability, and made iteration faster – aligning well with their broader plans to use Temporal beyond AI.

Key TAKEAWAYS

  • Temporal workflows enabled reliable, scalable orchestration for agentic AI
  • Architecture improvements simplified iteration and cross-team collaboration
  • Spiral Scout’s Temporal and AI expertise accelerated the path from prototype to production
Results_Gorgias

Ready to Scale Your AI Agents?

Looking to orchestrate multi-agent AI systems or bring reliable automation to your workflows?
Partner with Spiral Scout – certified experts in Temporal consulting and agentic AI implementation.

John Griffin

John Griffin

Co-Founder, CEO

Anton titov

Anton “JD” Titov

Co-Founder, CTO

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