customer_support · finance · workflow
Borrowell achieves 83% AI resolution rate powering Zendesk ticketing with Tidio Lyro AI Agent
Borrowell's nine-agent support team was managing over 11,000 tickets per month—with peaks beyond 12,000—and needed a way to scale support without increasing headcount as the business continued to grow.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Member initiates support chat
Members submit questions through a chat interface before they can become tickets.
Tools used
Lyro
Outcome
Lyro AI achieved an 83% resolution rate and 87% answer rate, deflecting repetitive tickets so agents could focus on complex issues requiring human judgment while providing members with 24/7 support.
Results
Time savedmore than 11,000 tickets per month
Volume87%
Cost replacedDeflecting simple tickets helps keep costs under control
Grounding & classification
Source type: vendor customer story
26 fields verified against source quotes, 3 dropped as unverifiable.
conversational aiknowledge searchsupport agentchat transcriptknowledge basesupport tickethuman review describednamed customerproduction runtime claimedtools describedworkflow describedfinancial servicesautomation ratecost reductiondeflection rateemployee productivityvendor customer storycustomer supportticket triageautonomous resolutionescalation workflow