Case Study: Borrowell achieves 83% resolution rate with Tidio’s Lyro AI Agent

Borrowell resolves 83% of support questions with Tidio

Borrowell, a Canadian fintech company, faced the challenge of scaling its customer support to manage over 11,000 monthly tickets with a lean team of just nine agents. Anticipating continued growth, they needed a solution to handle volume spikes efficiently without increasing headcount while maintaining high service standards. To address this, they turned to Tidio and implemented its Lyro AI Agent for support automation.

Tidio's solution integrated seamlessly with Borrowell's existing Zendesk setup, using the Lyro AI Agent to handle conversations before they became tickets. This implementation delivered significant results, including an 83% resolution rate and an 87% answer rate from the AI. The solution reduced ticket volume, allowed agents to focus on complex issues, and provided always-on support for customers, enabling Borrowell to scale its operations without expanding its team.

Borrowell