Customer support · Production

Tailfin achieves 71% AI resolution rate and saves 395 support hours in 30 days with Tidio Lyro AI

The problem

As Tailfin expanded its product line and global customer base, its UK-based support team struggled with high inquiry volumes, the need for round-the-clock coverage across time zones, and maintaining consistent responses across team members.

Workflow diagram · grounded in source

Customer inquiry arrives

trigger

“AI chatbot automatically answers product and order questions and resolves most customer support inquiries”

Lyro AI queries knowledge base

ai_action

“Tailfin added 1,809 articles to Lyro's knowledge base, enabling the AI to answer a wide range of product-specific questions”

AI resolves routine inquiries

ai_action

“Lyro was configured to handle routine inquiries including order tracking, product specifications, and common troubleshooting”

WooCommerce order status lookup

integration

“WooCommerce integration: Special integration with their e-commerce platform allowed customers to check order status directly through the chat interface”

Route complex cases to humans

routing

“Custom automation ensured smooth transitions between AI and human agents when more complex assistance was needed”

Knowledge base refinement loop

feedback_loop

“Regularly reviewed and refined suggested answers based on customer inquiries to continuously improve AI performance”

Reported outcome

Lyro AI resolved 71% of customer inquiries without human intervention and saved 395.5 hours of support time in 30 days, with 37% of customers actively engaging with the bots, and support staff freed to focus on complex technical and high-value interactions.

Reported metrics

AI resolution rate71%

Support time saved in 30 days395.5 hours

Bot engagement rate37%

Reported stack

TidioLyro AIWooCommerce

Source

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

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Lyro AI resolved 71% of customer inquiries without human intervention and saved 395.5 hours of support time in 30 days, with 37% of customers actively engaging with the bots, and support staff freed to focus on comple…

What tools did this team use?

Tidio, Lyro AI, WooCommerce.

What results were reported?

AI resolution rate: 71%; Support time saved in 30 days: 395.5 hours; Bot engagement rate: 37% (source-reported, not independently verified).

How is this customer support AI workflow structured?

Customer inquiry arrives → Lyro AI queries knowledge base → AI resolves routine inquiries → WooCommerce order status lookup → Route complex cases to humans → Knowledge base refinement loop.