As with essential tools in Tidio, you can access detailed information about Lyro performance. This can help you better understand how your visitors are using Lyro, and what improvements can be made to your settings.
Access to Lyro Analytics
Within the Lyro category in the Tidio dashboard, you will find the Analytics tab:
This is a kind of shortcut – clicking on it will take you directly to the general Analytics section of Tidio, and the Lyro AI Chatbot tab within it. Of course, you can also access it manually:
There, you can see how Lyro performed over the last 30 days . There are three performance metrics available for calls handled by Lyro:
The Answered metric refers to all questions that Lyro answered correctly, according to the available FAQs. The Unanswered metric refers to questions that Lyro was unable to answer, due to lack of knowledge or the question was unclear. Finally, the Transferred to Operator metric refers to any time a visitor requested to speak to a live operator.
In addition to the raw numbers (and corresponding percentages) shown at the top, the Analytics section includes a graph . This allows for a quick look at Lyro performance, where you can visually compare the Responded and Unresponsive metrics. However, the graph currently does not include the Delivered to Operator metric, and the information is only available in percentages.
You can hover over a specific point on the graph to more easily see the associated number and date:
Accessing your Hub
There’s more to explore in your Hub than just the Analytics tab. In addition to all the detailed metrics you find there, your Hub also offers a percentage summary of key analytics at a glance, as well as the Knowledge category, where you can track your knowledge score, review your current setup conditions, and get practical tips to improve your results.
The calculation is based on the ratio of unanswered messages to all messages that Lyro answered . The higher the ratio, the worse the result because it means there are many unanswered questions compared to all Lyro messages.
Lyro performance improvement
If you would like to know more about ways to improve Lyro performance, please check out this article for a comprehensive guide!
Understanding performance data
To improve Lyro performance, it’s important to understand the data you’re being fed. Analyzing the data can point to specific issues that need attention. For example, if you see that there are a lot of unanswered questions, it may indicate that your database is not up to date or that the questions are not clearly worded.
Improving the FAQ database
One effective way to improve Lyro performance is to update your FAQ database. Make sure your FAQs cover all the topics that are important to your customers. You can also add answers to new questions that appear frequently.
- Conduct a customer survey to understand what common questions they have.
- Update the answers so that they are clear and accurate.
- Use simple language to make it easier to understand.
Using analytics data
Analytics data can help you understand user behavior. Data analysis can point to trends, such as peak hours when there are more questions, or common topics that concern your customers.
- Track the hours when there is the most activity.
- Identify common themes and improve your answers accordingly.
- Check Lyro’s success rates at different times.
Improving the user experience
User experience is a key component to Lyro’s success. Make sure conversations with Lyro are intuitive and enjoyable. You can improve the user experience by:
- Use friendly and inviting language.
- Adding clear navigation options.
- Jump to FAQs to guide users.
Lyro training
To improve Lyro’s performance, it’s important to continue training it. You can add conversation examples and questions to improve its knowledge. The more Lyro knows, the better answers it can provide.
Tracking improvements
Once you’ve made improvements, it’s important to monitor Lyro’s performance to see if the improvements are having an impact. Use analytics data to see if there’s an improvement in response rates or operator referrals.
In general, improving Lyro performance is an ongoing process that requires attention and maintenance. By analyzing data, updating the FAQ database, and improving the user experience, you can ensure that Lyro continues to serve your customers in the best possible way.