Lyro AI Agent

Lyro is the AI customer service agent from Tidio. It learns from a business's own support content, answers customer questions across chat and email, and routes conversations to human agents when needed. It can run inside Tidio or be connected to existing support tools through Lyro Connect.

What It Is

Lyro is an AI agent for customer support and ecommerce sales. Businesses feed it their website, help center, and product data, and it replies using only that material. Per the product page, when the answer is not in the supplied content, Lyro forwards the question to a human agent and learns from the response. Tidio says Lyro is powered by Claude (Anthropic) and in-house models, and that its customers average a 75% resolution rate.

How the workflow runs

Setup starts with adding Lyro to a website and giving it support content. Lyro then answers customers, while teams monitor conversations in real time, set handoff and escalation rules, and review resolution rates, satisfaction scores, and conversation patterns to add missing knowledge. Lyro Guidance shapes tone, style, and escalation behavior to match the brand.

Actions, recommendations, and integrations

Lyro Smart Actions let the agent handle tasks such as order updates, lead qualification, and routing tickets to the right department, with API and MCP support. Product recommendations pull from a store's catalog in real time. Lyro also detects customer language and replies in it, and resolves incoming emails. Through Lyro Connect, available with Tidio Plus and Premium subscriptions, it plugs into tools such as Zendesk, Intercom, and Salesforce without migrating platforms.

Trust and security

Tidio's site lists SOC 2 Type 2, GDPR, CCPA, and EU AI Pact badges, along with guardrails and audit logs. A custom AI agent option adds custom model training, custom integrations, and SOC 2 and HIPAA compliance.