Tidio automates customer support at scale with Claude

Tidio empowers e-commerce businesses to resolve up to 90% of customer inquiries automatically using their Claude-powered Lyro AI agent.

With Claude, Tidio:

• Achieved 71% automation of Tidio's own customer support across live chat and email channels
• Grew Lyro adoption by 700% in just one year
• Resolved over 2 million customer conversations through AI automation
• Offers a risk-free guarantee: below 50% automation rate, customers pay nothing

How Tidio tackled repetitive customer support questions

Tidio, founded in 2015, started as a live chat solution but evolved into a comprehensive customer service platform focused on e-commerce. As they scaled, they observed support teams spent enormous time answering the same questions.

"Live chat is used when customers feel the issue is easy—like login problems, system bugs, or discount code failures," explained Marcin Gwizdała, CTO at Tidio. These inquiries required quick responses and consumed valuable agent time.

They faced different challenges for email support. Gwizdała noted, "In e-commerce, customers mostly ask about issues requiring action. 'I want to return, what should I do?'" These interactions demanded deeper understanding and often needed to trigger specific business processes.

Why Tidio selected Claude to power their AI agent

When evaluating AI models, Tidio found Claude stood apart for several critical reasons:

"ChatGPT wasn't a good solution for us. We needed something more sophisticated and developer-friendly that we could integrate into our system. Then we found Claude and fell in love," said Tytus Gołas, CEO of Tidio. "We loved the quality, design, and attention to building a solution for SaaS creators."

When selecting an AI partner, Tidio's main concerns were safety and reliability. "Claude consistently follows instructions and adheres to prompts better than alternatives we tested," explained Gwizdała. "Its built-in safety guardrails make it extremely difficult to jailbreak, and with our additional security layers, we're confident our Lyro agent won't generate harmful or inappropriate responses to customers."

Claude's capabilities have helped Tidio stand out significantly in Poland, their local market. “We did extensive testing of all solutions and really care about quality for our end users. We know they won't be happy if our chatbot hallucinates or promises impossible outcomes," added Gwizdała.

How Claude powers comprehensive customer service automation

In mid-2023, Tidio became the second company worldwide to release a Claude-powered conversational AI product. Their Lyro agent handles customer interactions across multiple channels:

For live chat, Lyro delivers responses within 5-20 seconds while accurately addressing common questions—critical for e-commerce engagement.

Claude's reasoning capabilities tackle complex issues requiring specific actions for email support. "Function calling in Claude models helped understand constraints and make plans," said Gwizdała.

Tidio has developed a system of agents—different Claude instances working together behind the scenes. "One agent rates the conversation, another summarizes it, creating a network of specialized AI processes," explained Gwizdała.

Tidio engineered a clever solution to address API capacity challenges. "We implemented a dynamic routing system that automatically selects between native Anthropic API and Google Cloud's Vertex AI based on performance metrics from the past 30 minutes, ensuring optimal response times."

Transforming support operations and boosting revenue

Implementing Claude-powered automation has transformed both Tidio's operations and their customers' businesses.

Tidio's support team achieved a 71% automation rate across all channels. "We didn't reduce our workforce. Our support agents now have more ambitious tasks than answering for the 341st time why someone cannot log in," noted Gwizdała.

Despite being built primarily for commerce businesses, Claude's flexibility allowed Tidio to achieve remarkable results on email—a channel with more complex challenges than live chat. "Emails contain multi-paragraph explanations and require more nuanced understanding. The problems are more complicated and convoluted."

Tidio's Product Recommendation Engine uses Claude to analyze vague requests, search thousands of products, and make personalized recommendations that match subtle requirements for customers. One customer, Belasante, generated over $60,000 in additional revenue using this capability.

"People visit a website selling thousands of RC toys and ask 'I'm looking for something for my eight-year-old niece.' With just these details, Claude can understand the request, search products, verify age-appropriateness, and recommend matches in six to nine seconds," Gwizdała shared.

Building the future of customer service with Claude

Tidio aims for 80% automation rates and to expand into a comprehensive multi-channel help desk solution. "The revolution happened. Now comes evolution," said Gwizdała. "We expect Claude models to improve, enabling more complex tasks."

The company is developing self-learning loops where Claude analyzes past interactions, extracts valuable knowledge, and feeds it back into their knowledge base. "If a question and answer look repeatable, we extract it as knowledge and put it into the agent to create a continuously improving system," explained Gwizdała.

Beyond automation, Tidio sees AI as a tool for deeper customer understanding. "We can help our customers understand their customers better, ensuring end users are happy with the services they choose." As an early Claude adopter, Tidio remains committed to innovation in customer experience while maintaining their focus on quality, safety, and exceptional service.