Say hello to a new way of managing your customer support. We're introducing Lyro - our revolutionary tool that delivers personalized customer support, just like a human service agent would.
In this article, you'll learn:
- What the benefits of Lyro are
- What Lyro is
- How to enable Lyro and add data sources
- How to decide when Lyro transfers chats to operators
- How to disable the use of emojis
- How to enable support for other languages
- How to check Lyro's performance
- How to add custom flows (Lyro Tasks)
- Answers to common questions about Lyro
Save money on hiring additional agents
Let Lyro handle up to 80% of common customer questions, freeing your real agents to solve complex tickets. Improve your response times and increase customer satisfaction with automated support conversations.
Increase your support team's efficiency
Let Lyro detect and answer questions about order status, shipping policies, product availability, and more within milliseconds. This frees up your operators to focus on complex or profitable issues so you can make your business more prosperous.
Skip the training
Empower your customer service with instant automation. Lyro makes implementation a breeze and eliminates the need for extensive training. Experience the power of Lyro with our help to enable round-the-clock customer conversations. Lyro prioritizes brand safety by utilizing solely the data you provide, guaranteeing precise and reliable answers.
What is Lyro?
How to enable Lyro and add data sources
To configure and enable Lyro on your Tidio project, navigate to the Lyro panel - you will see the introduction page first:
Hit the Start using Lyro button, and you'll be asked to upload some knowledge to Lyro's database. You'll see two options: Website URL and Generated Q&A:
The Website URL option allows you to provide the URL of a specific page, and Lyro will use that content as its data source. This can be done with multiple pages later on as well.
Once a page's content is uploaded, you will see it listed in the Data sources > Website tab:
If you choose the Generated Q&A option, you'll need to provide a specific URL as well. This method will automatically generate 25 question-and-answer pairs for your FAQ (which will serve as Lyro's data source).
Once Lyro is done analyzing, you will see a list of questions that were generated, and you'll be able to select the ones you wish to keep as Lyro's data source:
Please note: you can modify the generated FAQ and make manual additions to it later on!
Once you confirm, you will see the Q&A pairs in the Data sources > Q&A tab:
Naturally, you can edit (or remove) any of the pairs manually, by accessing the options menu for each pair individually - on the right:
By using the Edit option, you will see the question and answer fully, available to customise:
Of course, you can add more data sources anytime - with the Add knowledge option in the top-right of the Data sources tab.
Once again, you will be able to choose either the Website URL option, the Generated Q&A option, or the Add manually option (if you'd like to add your Q&A pairs one by one yourself):
Once Lyro is ready, you can access the Playground tab, where you can check Lyro's knowledge in a testing environment:
In the Configure tab, you can activate or deactivate Lyro, check your Lyro conversations limit, change Lyro's handoff behaviour, and manage Lyro's personality.
You can also see the Analytics tab, where you will be able to check Lyro's performance (once it has the opportunity to answer some questions). More on this tool is available later in this article.
When your data sources are ready, remember to activate Lyro to present it to your website visitors.
Configure Lyro's handoff behaviour
You can decide what Lyro is going to do if a visitor asks to speak with a live operator, or if Lyro is unable to answer the visitor's question. In Lyro's settings, see two handoff options: one for when you're online, and one for your offline hours.
If you do not want Lyro to transfer a visitor to your live conversation inbox in a given situation, make sure you select the option you prefer:
Disable emojis for Lyro
You can also make sure Lyro does not use any emojis during conversations - this may be more appropriate for your business. See the Personality section and toggle the Use emojis switch to disable (or enable) the option:
Enable multilanguage support for Lyro
By default, Lyro works in English - but six other languages are currently supported as well! At the moment, Lyro can understand and respond in the following languages:
To take advantage of this functionality, you need to enable the Multilingual option inside Lyro's Configure tab, under the Personality section:
Once enabled and active, Lyro will be able to communicate in all seven supported languages with ease. You do not have to update your data sources, either! It is enough to have them in just one of the supported languages, and Lyro will be able use that knowledge properly - no matter which language the visitor is using on chat.
Setting up Lyro Tasks (custom flows)
One more useful tool in Lyro's arsenal is your ability to add specific tasks, which Lyro will carry out in specified situations. For example, you can allow Lyro to check the status of a customer's order (if you're integrated with Shopify), or provide information about current discounts.
You can use the available templates or create your own tasks (which works just like creating a regular bot in the chatbots editor!).
You can find these options in the Tasks tab in Lyro's settings:
From there, you can either create a new task from scratch or browse the available templates.
The pre-made templates are available in the Task templates tab:
You can select any of the listed templates, and you will see a short description of its purpose - e.g. the Product availability task allows Lyro to check your inventory via Shopify integration, and provide the customer with current information.
When you decide to add one of the templates, you will be taken to a familiar environment: the chatbot editor, with all of the conditions and actions associated with creating bots. The flow always starts with the Visitor says trigger, as that is how Lyro will recognise the visitor's question.
Of course, you can immediately modify the template as well, and hit Activate when you're done.
Creating a custom task
Creating your own task from scratch can be a very powerful tool, as it allows you to build a customised flow with different conditions and actions. You can select the Create task from scratch option for this purpose.
This will let you create the flow the chatbot editor, with all the tools normally associated with creating bots (except the flow always starts with the Visitor says trigger, same as with the task templates).
Once you finish the flow and activate it, you will be asked to name the task - and it will become visible in the My tasks list, along with any other tasks you've already added:
There you can also disable or enable particular tasks, as well as edit them whenever necessary.
Check Lyro's performance (Analytics)
Inside the Lyro section, you will also find the Analytics tab - in there, you can see how Lyro has been performing in the last 30 days.
There are three pieces of data available regarding Lyro-handled conversations:
- Transferred to operator
The Answered metric refers to all the questions that Lyro has answered properly, according to the FAQ available. The Unanswered metric refers to questions that Lyro was unable to answer, due to either a lack of knowledge or the question being unclear somehow. Lastly, the Transferred to operator metric refers to each time a visitor asked to speak with a live operator.
In addition to the raw numbers (and respective percentages) listed at the top, the Analytics section features a graph. This allows a quick overview of Lyro's performance, where you can compare the Answered and Unanswered metrics in visual form. The graph does not currently include the Transferred to operator metric, however, and the data is only available in percentages.
You can hover your mouse cursor over a specific point in the graph to see the associated number and date more conveniently:
Frequently Asked Questions (FAQ)
Can I use Lyro for free?
Yes! You can test out Lyro for up to 50 conversations for free. However, if you would like to use Lyro for more than 50 conversations, you'll need to upgrade to a Tidio+ plan with a Lyro feature add-on.
What is the difference between Tidio's regular chatbots and Lyro?
Regular chatbots rely on pre-designed conversational paths, while Lyro uses artificial intelligence and natural language processing to understand questions and have human-like conversations with customers. Lyro can ask customers additional questions to provide more details and make sure customers are satisfied.
Are you using ChatGPT to power Lyro?
No, we are not. We're using Claude (Anthropic AI). We use Claude to power Lyro because this Large Language Model (LLM) has been fine-tuned to become helpful, honest, and harmless - making it the most trustworthy LLM on the market.
How is Lyro's quota (monthly limit) calculated?
At Tidio, a single Lyro use is essentially a single-time Lyro chatbot is activated per unique visitor. Lyro can be used multiple times by one unique website visitor, and it would still be counted as one use against your monthly Lyro limit.
If you subscribe to a Lyro plan, your limit refreshes each month on the day when Lyro was activated for your account. For example, when Lyro was activated for you on the 14th of June - your quota will continuously refresh on the 14th of each month.
Is Lyro secure 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-standard best practices for data handling and retention.
How can I get started with Tidio AI today?
Tidio offers multiple AI features besides Lyro. Check our other articles to learn more: