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 configure handoff (transferring to operators, creating tickets)
- How to disable the use of emojis
- How to enable support for other languages
- How to decide which channels Lyro can use (Messenger, Instagram, WhatsApp)
- 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
The benefits of 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 Set up Lyro AI button, and you'll be asked to to provide the URLs of specific pages, and Lyro will use that content as its data sources. You can later add specific questions manually.
Please use the list below to see the details regarding specific tabs in the Lyro AI Chatbot section:
Data sources
Once a page's content is uploaded, you will see it listed in the Data sources tab:
Naturally, you will also see any manually added question-and-answer pairs in the same tab. Of course, you can add more pairs (or URLs) later on, whenever needed. When your data sources are ready, remember to activate Lyro so that it becomes available for your website visitors:
Playground
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:
Tasks
In the Tasks tab, you can create static flows inside Lyro - similar to regular flows, created in the flow 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.
Configure
In the Configure tab, you can see two additional tabs: General and Conversation handoff.
In the General tab, you can:
- activate or deactivate Lyro;
- decide if Lyro responds always or only when you're offline;
- check your Lyro conversations quota;
- manage Lyro's personality (use of emojis and different languages);
- adjust the channels where you'd like Lyro to work.
In the Conversation handoff tab, you can decide about Lyro's behaviour during handoff situations. Please see this section of the article to learn more about these settings.
Analytics
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.
Hub
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 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.
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 > Conversation handoff tab, you can see two handoff settings: one for when you're online, and one for your offline hours:
The default option for both is Transfer conversation to operator. 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. You can decide whether Lyro should keep the conversation or create a ticket:
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 supposed to keep all conversations while you're online, then it will ask the visitor to paraphrase their question, or simply explain that it lacks the necessary knowledge.
If Lyro is supposed to create a ticket, then a new ticket will be created - and Lyro will inform the visitor that someone from the team will respond via email later. Of course, if the visitor hadn't provided a contact email so far, Lyro will ask for the address:
The newly-created ticket can be found in the Unassigned folder of your project's Tickets inbox. It will be indicated that the ticket was created by Lyro, and the ticket itself will include a transcript of the conversation for quick reference.
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 supposed to keep 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:
If Lyro is supposed to create a ticket, it will behave in the same way as during online hours - it will collect the visitor's email address, inform them that a ticket was created, and that someone will respond via email as soon as possible:
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 seven other languages are currently supported as well! Please see this article for more details.
Selecting Lyro's communication channels
When you activate Lyro, it always works on the 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 also want Lyro to work on other channels: Messenger, Instagram, or WhatsApp.
You can see these options under the Channels section in Lyro's Configure tab:
If you haven't integrated your Tidio project with any of the available platforms, the switches will be inactive, and you will get the option to integrate.
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 flows, created in the flows 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 flows and Lyro?
Regular flows 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 (limit) calculated?
A single Lyro use is essentially a single time Lyro 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. This usage also applies to Lyro Tasks.
You can learn more about Lyro's quota in this article.
If you subscribe to a Lyro plan, your limit refreshes each month on the day that 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. However, if you're not subscribed to a Lyro package - the limit is not renewable, and equals to conversations with 50 unique visitors.
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.
Can I change Lyro's name?
It is possible to change the name "Lyro" to something else, but only if you are on a Tidio+ subscription.
How can I get started with Tidio AI today?
Tidio offers multiple AI features besides Lyro. Check our other articles to learn more:
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