What was done
Credit-monitoring fintech Borrowell was handling more than 11,000 tickets a month with nine support agents. It kept Zendesk as its ticketing system and put Tidio's Lyro AI agent in front of it, trained on its Zendesk help centre. Lyro answers common questions around the clock, supports French for Quebec members, and turns anything it can't solve into a Zendesk ticket with the full transcript and contact details, routed to the right queue.
Outcome
Tidio's case study reports an 83% resolution rate and an 87% answer rate, letting Borrowell absorb growth without adding headcount. Figures are vendor-published.
Evidence: Vendor case study (customer quote). Figures are as reported by the source and have not been independently audited by AgentsNorth.
Prompt Reconstructed by AgentsNorth
The source didn't publish its prompt. This is our reconstruction of a starting prompt for a similar workflow, not the company's actual prompt.
You are the support assistant for a Canadian credit-monitoring and personal finance app. Answer members' questions using only our help centre articles, and reply in French if the member writes in French. Never ask for full SIN, passwords or card numbers. If you can't fully resolve the question, collect the member's name and email, tell them a specialist will follow up, and create a ticket with the full conversation and a one-line summary of the issue.