Gorgias, a leading helpdesk for Shopify, has significantly enhanced its customer support automation by leveraging PromptLayer and large language models (LLMs), aiming for its AI Agent to manage 60% of new customer interactions by the year's end. With a rapid adoption expected among its 15,000 clients, the company has developed a specialized AI Agent team and expanded its prompt engineering staff to ensure efficient and autonomous prompt management. This team utilizes a systematic prompt engineering feedback loop to identify and resolve issues, create datasets, and iterate on prompts, all facilitated by PromptLayer's capabilities. The modular architecture adopted by Gorgias allows for precise evaluation and iteration of individual prompts, ensuring high performance and quality while scaling up automation. Despite the challenges of prompt engineering, such as time consumption and the risk of regression, PromptLayer offers a robust solution for version control, rapid deployment, and evaluation, ultimately making the AI Agent a pivotal revenue driver for Gorgias.