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 update Lyro's knowledge directly from chats
- How to decide when Lyro transfers chats to operators (handoff)
- How to disable the use of emojis
- How to enable support for other languages
- How to modify the "Lyro is typing" message
- How to add custom flows (Lyro Tasks)
- How to check Lyro's performance (analytics)
- Answers to common questions about Lyro
Save money on hiring additional agents
Let Lyro handle up to 70% 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?
Enabling and configuring Lyro
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):
Please note that it's also possible to upload datasources via files; that is only available for Tidio+ subscribers, however.
One more useful way of updating Lyro's knowledge is adding it directly from live conversations. Please see this section for more details on that.
Once Lyro is ready, you can access the Playground tab, where you can check Lyro's knowledge in a test environment - by typing in your questions, or by selecting some of the example questions listed on the right:
In the Tasks tab, you can create static flows inside Lyro - similar to regular chatbots, created in the chatbot editor. Tasks let you manually create your own responses for specific questions or phrases, and Lyro will use these responses instead of its own data sources, without interrupting the entire conversation.
Please see this separate article for more details on using Tasks.
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 (use of emojis and multiple languages):
When your data sources are ready, remember to activate Lyro to present it to your website visitors.
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 in this article.
At the top of the list, you will also find the Hub tab - it shows you all of the basic information about Lyro's performance, and offers shortcuts to specific settings (e.g. data sources management or handoff settings).
One unique piece of information (not available in other sections) is the Time saved metric here. Once Lyro has been active and on your account and was able to assist your visitors, Lyro's Hub will show you the amount of time this may have saved you.
The calculation is based on your actual Tidio account data. The resulting time saved (in minutes) is the total number of Lyro conversations (not just successful ones) multiplied by the average conversation time of your live operators.
Adding data directly from your conversations
Whenever Lyro doesn't know the answer to a question, you get the option to fix that without accessing Lyro's configuration. If you find a situation where Lyro failed to respond, you will notice the Create answer button:
Click on that button to bring up a new window; that will let you create a new question-and-answer pair for Lyro's data source. The question field will be pre-filled with the visitor's message (which Lyro had trouble with), although you can modify it any way you need. The answer field is available for you to complete with an appropriate response for Lyro to learn:
Hit the blue Create Q&A button to save your new response, and return to the conversation right away.
Configuring 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 Configure tab, 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:
Handoff for online hours
If Lyro is allowed to transfer conversations to live operators during online hours, Lyro will offer the Talk to a person option:
Once the visitor clicks on it, Lyro will pass the entire conversation on to the regular conversations inbox:
If Lyro is not allowed to transfer chats while you're online, then it will ask the visitor to paraphrase their question, or simply explain that it lacks the necessary knowledge:
Handoff for offline hours
If you're offline, Lyro handles things in a slightly different way. If Lyro is allowed to transfer the chat, it will first inform the visitor that nobody's available:
The chat will be visible in the Unassigned folder, along with any other chats awaiting a response from a live operator:
If Lyro is not allowed to transfer chats during your offline time, then it will simply explain that nobody is currently available, and will also ask the visitor to rephrase their question:
Disabling emojis for Lyro
You can also make sure Lyro does not use any emojis during conversations - this may be more appropriate for your business.
In the Configure tab, see the Personality section, and toggle the Use emojis switch to disable (or enable) the option:
Enabling multilanguage support for Lyro
By default, Lyro works in English - but six other languages are currently supported as well! Please see this article for more details.
Modifying the "Lyro is typing" message
Whenever a visitor is chatting with Lyro, they will see a message whenever the bot is preparing a response:
If you wish to display something slightly different, you can locate that message in your language pack and modify it. To do that, access Settings > Translations:
Find the default phrase "Lyro is typing," and change it as you prefer. Please note that this particular message always needs to begin with "Lyro," so there is no way to modify that part of the phrase:
Any changes you make in the Translations settings are saved automatically, so you can simply leave that section and your modification will already be active.
Adding custom flows (Tasks)
In the Tasks tab of Lyro's settings, you can create static flows for Lyro - similar to regular chatbots, created in the chatbot editor. Tasks let you manually create your own responses for specific questions or phrases, and Lyro will use these responses instead of its own data sources, without interrupting the entire conversation.
Please see this article for more details on using Tasks.
Checking Lyro's performance (Analytics)
In the Analytics tab of Lyro's settings, you can access detailed statistics regarding Lyro's overall performance. Please see this article for more details.
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: