Case Study: Secureframe achieves 20x higher resolution rates with Tidio's Lyro AI

Secureframe Replaces Old Bot, Gains 20x Resolution Rate with Lyro AI

Secureframe, a security and compliance SaaS platform, needed a better way to handle complex customer support inquiries after its previous AI chatbot was only resolving about 2–3% of conversations. With a technical product involving compliance workflows, integrations, and scoping questions, the support team needed an AI solution that could reduce repetitive chat volume while supporting both customers and internal teams.

Secureframe chose Tidio’s Lyro AI Agent, which was deployed with CRM integration, gated access for logged-in users, and support from a dedicated customer success manager. The result was a major performance jump: resolution rates rose from 2–3% to 59%, with Lyro answering 79% of questions and automating 59% of conversations, helping Secureframe deliver faster, more consistent support and improve team efficiency.

Secureframe

Brady Price

Director of Customer Support