Customer support · Production

HairMax saves 7,800 support hours annually with Tidio's Lyro AI

The problem

HairMax's small, globally distributed support team was overwhelmed by the volume of specialized inquiries about its laser hair growth devices, needing to cover time zones around the clock without enough staff to keep up.

First attempt

HairMax tried other AI platforms before Lyro, but they got confused by the technical terminology of its specialized products and gave generic, unhelpful answers.

Workflow diagram · grounded in source

High-volume inquiry intake

trigger

“HairMax now efficiently handles tens of thousands of customer interactions monthly”

Lyro parses nuanced product questions

ai_action

“What impressed us about Lyro was its ability to understand nuanced questions about our specialized products.”

Escalation vs. autonomous resolution routing

routing

“They helped us train Lyro to recognize when a question required escalation to our human experts versus when it could provide a complete solution immediately.”

Autonomous inquiry resolution

output

“with Lyro successfully resolving 73% of inquiries without human intervention—up from 60% before implementation.”

Knowledge base virtuous cycle

feedback_loop

“Lyro identifies common questions, we create detailed help articles addressing those topics, and then Lyro delivers that information instantly to customers.”

Reported outcome

Lyro now autonomously resolves 73% of inquiries, up from 60% before implementation, saving 7,800 support hours annually while handling tens of thousands of monthly interactions; wait times have virtually disappeared and the human team now focuses on complex cases.

Reported metrics

Support hours saved annually7,800

Resolution rate increase22%

Conversations automated20K+

First-contact resolution rate73%, up from 60%

Show all 6 reported metrics

support hours saved annually7,800

resolution rate increase22%

conversations automated20K+

first-contact resolution rate73%, up from 60%

support hours saved (FTE equivalent)52 full-time support agents

new help center articles added monthly100 new help center articles added monthly

Reported stack

Lyro AIAI Agent

Source

https://www.tidio.com/customers/hairmax/

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Lyro now autonomously resolves 73% of inquiries, up from 60% before implementation, saving 7,800 support hours annually while handling tens of thousands of monthly interactions; wait times have virtually disappeared a…

What tools did this team use?

Lyro AI, AI Agent.

What results were reported?

Support hours saved annually: 7,800; Resolution rate increase: 22%; Conversations automated: 20K+; First-contact resolution rate: 73%, up from 60% (source-reported, not independently verified).

What failed first in this deployment?