Measure support and protect the human handoff

You installed the widget, trained Lyro, created flows, and connected the useful channels. Now verify whether the system improves support.

Metrics worth reviewing

• First response time
• Time to resolution
• Conversation and ticket volume
• Questions the bot could not answer
• Human handoff rate and waiting time
• Customer feedback when enough responses exist to interpret it

Source: Tidio Analytics, accessed July 2026.

Source: Tidio interface, accessed July 2026.

Balance automation and people

Automate stable, repetitive information. Route exceptions, complaints, sensitive data, unusual returns, and high consequence decisions to a person.

Never hide the human option behind an endless loop. Tell the customer when the bot is answering and what happens next if it cannot help.

Common mistakes

• Publishing the bot before the knowledge base is ready
• Leaving old policy information in the source
• Measuring only how many conversations the bot touched
• Building flows too long for a customer to complete
• Collecting personal information without a clear need and appropriate safeguards
• Failing to review wrong or unanswered questions

Lesson checklist

• I selected a small group of operational metrics
• I review unanswered and incorrect bot responses
• Sensitive or unusual cases reach a person
• Customers can understand and exit the automated path

You have completed the course and can now run a measured AI assisted support workflow.