Case Study: Cove achieves 70% higher self-service resolution with Tidio’s Lyro AI Agent

Cove Smart Achieves 70% Increase in Self-Service Resolution with Lyro AI Agent

Cove Smart, a U.S.-based smart security company, needed a better way to scale customer support as its product line and customer base grew. Its knowledge base had become hard to use, agents were spending too much time on copy-paste responses, and the team also needed faster support for both English- and Spanish-speaking customers. Cove turned to Tidio’s AI Agent, Lyro, to help automate support.

Tidio implemented Lyro AI Agent with guided troubleshooting flows, multilingual support, and seamless human handoff. The results were strong: Cove achieved a 70% increase in self-service resolution, an 80% reduction in response times, and a 35% boost in customer satisfaction. Tidio also gave Cove better visibility into common issues, helping the company improve support operations and plan future expansion.

Cove

Bryce Lyman

Chief Operating Officer