Hello everyone! Introducing a new way to manage your customer support. We are proud to introduce Lyro – our revolutionary tool that provides personalized customer support, just like a human service agent.
The advantages of Lyro
Save money on recruiting additional agents
Let Lyro handle up to 70% of your customer’s most common questions, freeing your agents to handle more complex inquiries. Improve your response times and increase customer satisfaction with automated support calls.
Increase the efficiency of your support team
Let Lyro identify and answer questions about order status, shipping policies, product availability, and more in milliseconds. This frees up your operators to focus on more complex or profitable issues, so you can make your business more profitable.
Skip the training
Give your customer support instant automation. Lyro makes implementation easy and removes the need for extensive training. Experience the power of Lyro with our help to enable 24/7 customer conversations. Lyro emphasizes brand safety by using only the data you provide, ensuring accurate and reliable answers.
What is Lyro?
Launching and configuring Lyro
To configure and run Lyro in your Tidio project, navigate to the Lyro panel – first look at the introduction page:
Click the Configure Lyro AI button, and you’ll be asked to provide the URLs of specific pages (or your entire site, or a subdomain), and Lyro will use that content as its data sources. You can add specific questions manually later.
Please use the list below to see the details for specific tabs in the Lyro AI Chatbot section:
coordinator
At the top of the list, you’ll also find the Center tab – it shows all the basic information about Lyro’s performance, and offers shortcuts to specific settings (e.g., managing data sources or migration settings). It acts as a command center for Lyro, where you can quickly access the most important data and settings.
Within the center, you can also track your knowledge score ; this allows you to see how well Lyro’s data sources are defined overall. You also get practical tips on how to improve your results.
Knowledge (data sources and suggestions)
The Knowledge tab consists of two components: Data Sources and Suggestions . When you add knowledge to Lyro (for example, after a page’s content has been uploaded), you will see it in the Data Sources list:
Of course, you will also see any question-answer pairs you have manually added in the same tab. Of course, you can add more pairs (or URLs) later, whenever needed. Once your data sources are ready, remember to enable Lyro so that it is available to your site visitors:
The list of suggestions is a great help in improving Lyro’s data sources, for example, when some information is missing.
playground
Once Lyro is ready, you can access the Playground tab, where you can test Lyro’s knowledge in a test environment – by typing your own questions or by selecting some of the sample questions listed on the right:
Tasks
In the Tasks tab, you can create static flows within Lyro – similar to regular flows, created in the Flow Editor. Tasks allow you to create custom responses to specific questions or phrases, and Lyro will use these responses in place of its data sources, without stopping the entire conversation.
Please see this separate article for more information on using tasks.
Settings
In the Settings tab, you will see four additional tabs: General , Personal , and Call Forwarding . Please note that all of these options are explained in more detail later in this article.
On the General tab, you can:
On the Personality tab, you can:
In the Call Forwarding tab, you can decide how Lyro behaves in forwarding situations. There are separate options for your online and offline hours.
Analytics
You will also see the Analytics tab, where you can check Lyro’s performance (after it has had a chance to answer a few questions). More information about this tool is available in this article.
Setting Lyro’s transfer behavior
You can decide what Lyro will do if a visitor asks to speak to a live operator, or if Lyro cannot answer the visitor’s question. In the Settings tab> Lyro Call Forwarding , you will see two forwarding settings: one for when you are online, and one for your offline hours:
The default option for both cases is Transfer Call to Operator . If you don’t want Lyro to transfer a visitor to your live chat box in a particular situation, make sure you select your preferred option. You can decide whether Lyro should keep the conversation or create a ticket :
Transfer during online hours
If Lyro is authorized to transfer calls to live operators during online hours, Lyro will offer the option to speak to a person :
Once the visitor clicks on this, Lyro will move the entire conversation to the regular chat box:
If Lyro is supposed to keep all conversations while you are online, then it will ask the visitor to rephrase their question, or simply explain that it does not have the required knowledge.
If Lyro is supposed to create a ticket , then a new ticket will be created – and Lyro will notify the visitor that someone from the team will respond by email later. Of course, if the visitor has not provided an email address yet, Lyro will ask for the address:
The newly created card will be located in the Unassigned folder in your project’s Cards Inbox. It will show that the card was created by Lyro, and the card itself will include a transcript of the conversation for quick reference.
Transfer during offline hours
If you are offline , Lyro behaves a little differently. If Lyro is allowed to transfer the call, it will first inform the visitor that no one is available:
The conversation will be visible in the Unassigned folder, along with other conversations awaiting a response from a live operator:
If Lyro is supposed to maintain conversations during your offline time, then it will simply explain that no one is available, and ask the visitor to rephrase their question:
If Lyro is to create a ticket , it will behave the same way as during online hours – it will collect the visitor’s email address, notify them that a ticket has been created, and someone will respond by email as soon as possible:
Editing Lyro’s predefined forwarding messages
You have the flexibility to change some of the predefined messages to suit your brand voice or customer needs. In the Settings tab> Personality , see the translation options at the bottom:
Turning off emojis for Lyro
You can also make sure Lyro doesn’t use any emojis during calls – this may be more appropriate for your business.
On the Settings tab> Personality , see the Matching Answers section and turn on the Use Emojis switch to turn off (or on) the option:
Changing Lyro’s tone of voice
Lyro helps you offer support that fits your brand and your customers’ needs. You can choose a neutral , friendly , or formal tone, allowing you to connect with your customers in a way that best suits your preferences.
To set this up, simply go to the Settings section and look for the Personality tab. Below the Use Emojis switch, you’ll find the Tone of Voice drop- down menu where you can make your selection:
Enabling multiple language support for Lyro
Lyro defaults to English – but eleven additional languages are currently supported! Please see this article for more information.
Lyro’s choice of communication channels
When you run Lyro, it always runs on a live chat channel – which means Lyro can respond to any live chat messages you receive via the Tidio widget on your website. However, you can decide if you want Lyro to work on other channels as well: Messenger , Instagram , or WhatsApp .
You can see these options under the Channels section of Lyro’s Settings tab:
If you have not integrated your Tidio project with any of the available platforms, the switches will be inactive, and you will be given the option to integrate.
Change the “Lyro typing” message
Every time a visitor chats with Lyro, they will see a notification as the bot prepares a response:
If you want to display something a little different, you can locate this message in your language pack and change it. To do this, go to Settings> Translations :
Find the default sentence ” Lyro is typing “, and change it to whatever you want. Please note that this message should always start with “Lyro”, so there is no option to change this part of the sentence:
Any changes you make to the translation settings are automatically saved, so you can simply leave this section and your change will be active.
Add custom flows (tasks)
In the Tasks tab of Lyro Settings, you can create static flows for Lyro – similar to regular flows, created in the Flow Editor. Tasks allow you to create custom responses to specific questions or phrases, and Lyro will use these responses instead of its data sources, without stopping the entire conversation.
Please see this article for more information on using tasks.
Lyro Performance Testing (Analytics)
In the Analytics tab of Lyro settings, you can access detailed statistics about your overall Lyro performance. Please see this article for more information.
Frequently Asked Questions (FAQ)
Can I use Lyro for free?
Yes! You can try Lyro for up to 50 calls for free. However, if you want to use Lyro for more than 50 calls, you will need to upgrade to the Tidio+ plan with the added Lyro feature.
What is the difference between Tidio’s regular and Lyro streams?
While traditional flows rely on pre-designed conversation paths, Lyro uses artificial intelligence and natural language processing to understand questions and have human-like conversations with customers. Lyro can ask customers follow-up questions to provide more details and ensure customer satisfaction.
Are you using ChatGPT to run Lyro?
No, we don’t. We use Claude (Anthropic AI). We use Claude to power Lyro because this large language model (LLM) has been tuned to be helpful, honest, and non-harmful – making it the most reliable LLM on the market.
How is Lyro’s usage quota (limit) calculated?
One use of Lyro is essentially one time that Lyro is activated for each unique visitor. Lyro can be used multiple times by a single unique visitor to the site, and will still be counted as One use Against your monthly limit on Lyro. This usage also applies to Lyro tasks.
You can learn more about Lyro’s usage quota in this article.
If you are a Lyro subscriber, your limit is renewed each month on the day Lyro was activated for your account. For example, if Lyro was activated for you on June 14th – your quota will be renewed continuously on the 14th of each month. However, if you are not a Lyro subscriber – the limit is non-renewable, and is equal to conversations with 50 unique visitors.
Is Lyro safe for my data?
Yes. We use Claude (Anthropic AI) to power Lyro. Claude is the most secure LLM on the market right now. It uses industry best practices for data handling and retention.
Can I change Lyro’s name?
You can change the name “Lyro” to something else, but only if you are a Tidio+ subscriber.
How can I get started with Tidio AI today?
Tidio offers several additional AI features beyond Lyro. Check out our other articles to learn more: