Lyro: OurRecommendation for AIin Customer Service

In short

Lyro is our recommendation when a chat should answer questions by itself. Lyro is Tidio's AI agent and works with the information you give it: shipping, returns, sizes, product details. In our projects, Lyro mainly handles requests about refunds and cancellations. When the AI doesn't know the answer, your team takes over. For normal chat between people, Shopify Inbox is enough.

Our verdict: Recommended

Live chat and AI service are two different jobs. With live chat, a person replies as soon as they have time. With AI service, the chat replies instantly, at night and on weekends too, based on your own content. Many shops lump both together and are surprised that their chat helps nobody in the evening.

For the AI part, Lyro is our first choice. The answers stick to what you've provided, and difficult cases go to a person instead of ending in a made-up answer.

What Lyro does better

• Trainable on your content. You give Lyro your FAQ, shipping and returns policies and your website content. The AI answers customer questions from that.
• Handover to your team. If Lyro has no suitable answer or the customer wants a person, your team takes over the conversation.
• Paid per conversation. Billing is based on the number of conversations Lyro answers, not on seats. The first conversations are free for testing.

What to watch out for

• Keep the knowledge current. Lyro is only as good as the information behind it. If shipping times or return rules change, Lyro needs to know too.
• Set clear limits. Decide which requests always go to a person, for example complaints or special cases around refunds.
• Lyro runs inside Tidio. You install Tidio as your chat and use Lyro within it. Costs rise with the number of conversations, so plan for that if you have a lot of traffic.

When you don't need Lyro

If only a few questions come in each day that your team can easily answer, Shopify Inbox is enough. For products that mainly need personal advice, a person in the chat is the better solution too. Lyro pays off as soon as the same questions keep coming up. Which other apps are worth it is covered in our App Diet.

FAQ

What's the difference between Lyro and Tidio? Tidio is the chat platform, Lyro is the AI agent inside it. More on Tidio in Tidio: Worth It When All Channels Should Go Into One Inbox.

How does Lyro know what to answer? From the content you provide: FAQ, policies, pages of your website.

What does Lyro cost? You pay by the number of conversations with an AI reply. The first conversations are free for testing.

Will you set up Lyro for us? Yes, including the content Lyro works with and the rules for when a person takes over. If you first want to know which apps your store really needs, our Audit is the fastest route.