Lyro is Tidio’s newest AI chatbot powered by Antrophic’s Claude LLM (large language model) and Tidio’s in-house AI mechanism that controls what the model learns and says.
It uses deep learning techniques to understand, predict, and generate human-like content. And Claude LLM ensures that the trained AI is honest, helpful, and harmless. This makes the model one of the most secure AI algorithms available on the market. Lyro also doesn’t allow for “AI hallucinations” and always keeps to the information from the company’s knowledge base.
Even before its official launch date, the 12th of July 2023, Tidio’s customer service team has been testing Lyro. In this case study we’ll share some of the key results they were able to achieve.
So, let’s discover what Lyro can do for you.
Democratizing AI for customer service
Tidio is an all-in-one customer experience tool that helps small and medium businesses grow and automate their customer service.The software combines live chat with the power of chatbots to speed up processes and automate some repetitive tasks.
Tidio’s customer experience agents have a goal to work effectively as a team and respond to a large volume of messages while maintaining the highest possible quality of customer support. The team also wants to demonstrate that they can generate additional revenue for the business.
They always strive for speed while maintaining the best possible quality and personalization of each interaction. The team measures the results using the first response (FRT) and customer satisfaction (CSAT) indicators. And with 13 people handling the chat and average monthly chats reaching 3,500, it was a perfect opportunity to put Lyro to the test in Tidio’s support first.
Our customer experience team integrated the tool well before the official release, and we’d like to share some of the results they’ve already achieved.
How Lyro solves customer service challenges
The biggest challenge of the support team is about keeping the best possible quality while meeting the service level agreement (SLA). Moreover, as shoppers are tired of the robotic customer service, long waiting times, and constantly repeating their issues, personalization is more important than ever before. And Lyro is here to help.
But that’s not all.
Support teams don’t have the time to teach the software what exactly it needs to do. Well—they don’t have to anymore.
Lyro helps support teams save time and automate replies without the need to code a single line. You also don’t need to worry about training the system. It trains itself on your company data including question-answer pairs from the knowledge base and previous conversations.
Sounds too good to be true?
Our customer service team put it to the test. Let’s check out what they found.
1. It automates responses to customer queries
The early version of Lyro achieved a success rate between 50 and 70%. This depended on whether the operator joined the conversation without request. That’s because only about 30% of users requested a transfer to a human operator when chatting with Lyro.
Another great benefit of this software is that the risk of hallucination is minimal and Tidio is training it to stick to the results from the FAQs and the knowledge base. This will help businesses in the future to ensure the responses are on track.
Even with a fairly early version of our content, we can already see AMAZING results where Lyro takes over 50-70% of our traffic.
2. It slashes first response time
After Tidio’s customer service team started using Lyro, the first response time dropped by 75% from 1 minute to less than 15 seconds. That’s a huge decrease that can improve your customer satisfaction since you’re not making your shoppers wait.
On top of that, fast replies can help you secure a sale if a visitor comes to you with a sale-related question. Being quick pays off.
Lyro has been a real game changer for us. Our first response time dropped from 1 minute, which is an industry standard, to less than 15 seconds!
3. It boosts satisfaction
Within a short amount of time, Lyro already achieved great results. These include higher customer satisfaction and better user experience.
The experience with the rule-based chatbots resembles a dial helpline where you pick 1 for topic A, 2 for topic B, etc. On the other hand, the conversation AI leads the chat in a natural language, learns from each communication with users, and remembers the context of the whole chat.
That’s what makes Lyro so great—the way it can chat with customers as if it was human.
The previous generation of chatbots required a method of communication that is unnatural to humans. Lyro allows us to use the power of LLM.
Learn how to easily set up Lyro on your website with this complete tutorial:
Gain more time
Since implementing Lyro, the support agents have more time to focus on achieving customer satisfaction and bringing more value to the clients. They can do it by removing obstacles reactively and proactively, as well as showing users the full potential of the products.
So, try it out yourself and see how Lyro can help you grow your business and achieve a frictionless customer experience.