--- pair: lyro-vs-polyai page_url: https://ai-agent.review/compare/lyro-vs-polyai record_url: https://ai-agent.review/compare/lyro-vs-polyai.md agents: [lyro, polyai] tested_performance: not-yet-tested facts_checked_at: 2026-09-20 --- # Lyro vs PolyAI Comparing **Lyro** (Tidio, https://ai-agent.review/agents/lyro.md) and **PolyAI** (PolyAI, https://ai-agent.review/agents/polyai.md). Source-based review. This portal has not run a hands-on benchmark, so nothing here reports observed performance. No record contains a score, a rating or a benchmark result, and none will until the agents have actually been tested. Facts last checked 20 Sept 2026, the earlier of the two records. ## Fit comparison Each state describes what the reviewed sources establish about a workflow, not whether the product is good at it. Vendor-documented means the vendor documents the workflow. External report means a source outside the vendor discusses it. Caveat documented means a cited source describes a limitation or failure in a specific context; read it alongside any capability evidence. Not established means the reviewed sources do not settle it, which is not the same as the product being unable to do it. States are derived from the cited claims below, never stored. | Area | Lyro | PolyAI | | --- | --- | --- | | Billing | Not established | External report | | Orders | Vendor-documented | External report | | Returns | Not established | Not established | | Product questions | Caveat documented | Vendor-documented | | Account issues | Not established | Not established | | Complaints | Not established | Caveat documented | | Human handoff | External report | Caveat documented | | Small businesses | External report | Not established | | Mid-market | Not established | Not established | | Enterprise | Not established | External report | Evidence for each verdict is listed per agent below. ### Lyro: fit evidence ### Billing — Not established No public source was found that settles this. ### Orders — Vendor-documented - **Vendor capability:** Tidio states Lyro can automate order updates and lead qualification through a feature it calls Smart Actions. _(Vendor-reported, checked 20 Sept 2026; source: [Lyro AI Agent (Tidio)](https://www.tidio.com/lyro/); claim id: `lyro-fit-orders-vendor`)_ > No independent report of Lyro executing order-status or order-modification actions was found; the capability rests on vendor description alone. ### Returns — Not established No public source was found that settles this. ### Product questions — Caveat documented - **Vendor capability:** Tidio states Lyro automatically scrapes a business's support content to use as its knowledge base and can provide product recommendations. _(Vendor-reported, checked 20 Sept 2026; source: [Lyro AI Agent (Tidio)](https://www.tidio.com/lyro/); claim id: `lyro-fit-pq-vendor`)_ - **Independent report:** A Shopify merchant wrote that Lyro has learned their product range, delivery options and returns and can handle the bulk of their questions. _(Independent report, published 1 Jun 2026, checked 20 Sept 2026; source: [Tidio Live Chat and AI Chatbots reviews, page 2 (Shopify App Store)](https://apps.shopify.com/tidio-chat/reviews?page=2); claim id: `lyro-fit-pq-ind-1`)_ - **Independent report:** Another Shopify merchant wrote that Lyro solved many queries before they became an email ticket. _(Independent report, published 11 Jun 2026, checked 20 Sept 2026; source: [Tidio Live Chat and AI Chatbots reviews, page 2 (Shopify App Store)](https://apps.shopify.com/tidio-chat/reviews?page=2); claim id: `lyro-fit-pq-ind-2`)_ - **Independent report of failure:** A Trustpilot reviewer reported that Lyro, as deployed on Tidio's own site, can barely answer any help questions. _(Independent report, published 9 Aug 2025, checked 20 Sept 2026; source: [Tidio reviews (Trustpilot)](https://www.trustpilot.com/review/tidio.com); claim id: `lyro-fit-pq-fail`)_ > The independent evidence is genuinely mixed: several Shopify merchants report Lyro handling the bulk of product questions, while a Trustpilot reviewer reports it failing on Tidio's own site. Contrary evidence outranks capability claims under the rubric, so this reads poor; both sides are listed so a reader can weigh them. ### Account issues — Not established No public source was found that settles this. ### Complaints — Not established No public source was found that settles this. ### Human handoff — External report - **Vendor capability:** Tidio states users can set flexible handoff and escalation rules and that Lyro creates a ticket in the connected support solution so a human agent can answer. _(Vendor-reported, checked 20 Sept 2026; source: [Lyro AI Agent (Tidio)](https://www.tidio.com/lyro/); claim id: `lyro-fit-handoff-vendor`)_ - **Independent report:** A Shopify merchant described the agent as able to answer repetitive questions automatically and escalate questions when needed. _(Independent report, published 21 Aug 2026, checked 20 Sept 2026; source: [Tidio Live Chat and AI Chatbots reviews (Shopify App Store)](https://apps.shopify.com/tidio-chat/reviews); claim id: `lyro-fit-handoff-ind-1`)_ ### Small businesses — External report - **Vendor capability:** Tidio sells Lyro self-serve with a no-credit-card seven-day trial, 50 lifetime free conversations and entry pricing from $32.50 a month, with no minimum seat or annual commitment stated. _(Vendor-reported, checked 20 Sept 2026; source: [Tidio pricing](https://www.tidio.com/pricing/); claim id: `lyro-fit-small-vendor`)_ - **Independent report:** A small Shopify store reported an AI resolution rate of around 90% after six months on the app. _(Independent report, published 16 Sept 2026, checked 20 Sept 2026; source: [Tidio Live Chat and AI Chatbots reviews (Shopify App Store)](https://apps.shopify.com/tidio-chat/reviews); claim id: `lyro-fit-small-ind-1`)_ - **Independent report:** A small Australian merchant wrote that Lyro has learned their product range, delivery options and returns and can handle the bulk of their questions. _(Independent report, published 1 Jun 2026, checked 20 Sept 2026; source: [Tidio Live Chat and AI Chatbots reviews, page 2 (Shopify App Store)](https://apps.shopify.com/tidio-chat/reviews?page=2); claim id: `lyro-fit-small-ind-2`)_ > Independent evidence for the small-business segment is unusually dense here because Lyro is distributed through the Shopify App Store, where reviewers self-identify as small merchants. ### Mid-market — Not established No public source was found that settles this. ### Enterprise — Not established No public source was found that settles this. ### PolyAI: fit evidence ### Billing — External report - **Vendor capability:** PolyAI's integrations page lists "billing & payments" among the functions its agents perform against connected systems. _(Vendor-reported, checked 20 Sept 2026; source: [PolyAI — Integrations](https://poly.ai/integrations/); claim id: `polyai-billing-vendor`)_ - **Independent report:** TechCrunch reported that PolyAI's voice assistants complete tasks including payment processing for contact-centre callers. _(Independent report, published 7 Sept 2022, checked 20 Sept 2026; source: [PolyAI lands $40M to handle contact center calls automatically](https://techcrunch.com/2022/09/07/polyai-lands-40m-to-handle-contact-center-calls-automatically/); claim id: `polyai-billing-tc`)_ > PolyAI's own handoff documentation names billing disputes as an example of a conversation the agent escalates to a human rather than resolving. ### Orders — External report - **Vendor capability:** PolyAI's integrations page lists "order management" and "booking & reservations" among the supported agent functions. _(Vendor-reported, checked 20 Sept 2026; source: [PolyAI — Integrations](https://poly.ai/integrations/); claim id: `polyai-orders-vendor`)_ - **Independent report:** TechCrunch reported that PolyAI's system handles order status updates and reservation management on inbound calls. _(Independent report, published 7 Sept 2022, checked 20 Sept 2026; source: [PolyAI lands $40M to handle contact center calls automatically](https://techcrunch.com/2022/09/07/polyai-lands-40m-to-handle-contact-center-calls-automatically/); claim id: `polyai-orders-tc`)_ ### Returns — Not established No public source was found that settles this. ### Product questions — Vendor-documented - **Vendor capability:** PolyAI documents curated FAQ topics, retrieval-augmented generation, and external knowledge sources ingested from URLs, files (PDF, Office, CSV, JSON, HTML and others) and helpdesk knowledge bases. _(Vendor-reported, checked 20 Sept 2026; source: [PolyAI Docs — Knowledge sources introduction](https://docs.poly.ai/knowledge/sources/introduction.md); claim id: `polyai-knowledge-vendor`)_ > URL ingestion is documented as limited to one level below the starting URL and a maximum of ten embedded pages, and the Zendesk and Gladly knowledge syncs are marked beta. Those constrain one ingestion route rather than the capability itself, so they are recorded here rather than as a gap. No independent evidence of answer quality was found, so the verdict stays unknown. ### Account issues — Not established No public source was found that settles this. ### Complaints — Caveat documented - **Documented gap:** PolyAI's handoff documentation names complaints, alongside billing disputes and out-of-scope requests, as the conversation types where the agent escalates to a human rather than resolving autonomously. _(Vendor-reported, checked 20 Sept 2026; source: [PolyAI Docs — Voice channel: Handoffs](https://docs.poly.ai/voice-channel/handoffs.md); claim id: `polyai-complaints-gap`)_ ### Human handoff — Caveat documented - **Vendor capability:** PolyAI documents voice handoff via SIP REFER, SIP INVITE or SIP BYE with escalation context passed through custom X- SIP headers, a Handoff State API endpoint and a Conversations API transcript, plus chat handoff integrations for Salesforce, Zendesk, NICE CXone, Amazon Connect, Webex and Five9. _(Vendor-reported, checked 20 Sept 2026; source: [PolyAI Docs — Voice channel: Handoffs](https://docs.poly.ai/voice-channel/handoffs.md); claim id: `polyai-handoff-vendor`)_ - **Documented gap:** PolyAI's handoff documentation states that with the default SIP REFER method "the utterance may not play before the transfer completes because the REFER fires at the same time as function execution", and that inbound SIP voicemail detection on the destination side is "not available by default" for SIP REFER, BYE or INVITE transfers. _(Vendor-reported, checked 20 Sept 2026; source: [PolyAI Docs — Voice channel: Handoffs](https://docs.poly.ai/voice-channel/handoffs.md); claim id: `polyai-handoff-gap`)_ ### Small businesses — Not established No public source was found that settles this. ### Mid-market — Not established No public source was found that settles this. ### Enterprise — External report - **Vendor capability:** PolyAI positions itself as an enterprise-scale agentic dialog platform and markets to nine industries: consumer services, financial services, healthcare, hotels, insurance, restaurants, retail, telecom and utilities. _(Vendor-reported, checked 20 Sept 2026; source: [PolyAI homepage](https://poly.ai/); claim id: `polyai-enterprise-vendor`)_ - **Independent report:** CX Today reports PolyAI was placed in the 2025 Gartner Magic Quadrant for Conversational AI Platforms as a Niche Player, with Gartner highlighting its low customer churn and research investment. _(Independent report, published 19 Aug 2025, checked 20 Sept 2026; source: [Gartner Magic Quadrant for Conversational AI Platforms 2025: The Rundown](https://www.cxtoday.com/customer-analytics-intelligence/gartner-magic-quadrant-for-conversational-ai-platforms-2025-the-rundown/); claim id: `polyai-enterprise-gartner`)_ - **Independent report:** TechCrunch reported PolyAI's customers included FedEx and Marriott alongside dozens of enterprise and government clients handling millions of interactions monthly. _(Independent report, published 7 Sept 2022, checked 20 Sept 2026; source: [PolyAI lands $40M to handle contact center calls automatically](https://techcrunch.com/2022/09/07/polyai-lands-40m-to-handle-contact-center-calls-automatically/); claim id: `polyai-enterprise-tc-customers`)_ > Gartner's cautions in the same analysis concern inflexible consumption-based pricing and an immature channel partner network. ## Product information | Attribute | Lyro | PolyAI | | --- | --- | --- | | Deployment model | A hosted agent added to a website via the Tidio widget; the vendor states it can be added in a few clicks without technical knowledge. (Vendor-reported, checked 20 Sept 2026) | PolyAI states its service is hosted on AWS, that the company is ISO 27001-certified and aligned with National Cyber Security Centre guidelines; it publishes Sandbox, Staging and Live environments with API-driven publishing, and no self-hosted option is documented. (Vendor-reported, checked 20 Sept 2026) | | Channels | Tidio defines a billable conversation as a customer interaction initiated through any channel integrated with Tidio that gets at least one reply from the agent, but does not enumerate the individual channels on its Lyro or pricing pages. (Vendor-reported, checked 20 Sept 2026) | PolyAI is voice-first — its documentation calls it an "enterprise platform for building voice and chat agents" and its pricing is per minute of voice-agent use — with secondary documented channels covering web chat, SMS and RCS, email, and iOS/Android SDKs (including in-app voice calling). (Vendor-reported, checked 20 Sept 2026) | | Languages | Unknown | PolyAI's languages page claims "75+ languages with native fluency" and lists 42 by name, while its developer documentation homepage states 24+ languages. (Vendor-reported, checked 20 Sept 2026) | | Help desk and CRM integrations | Tidio states Lyro can connect with Zendesk, Intercom, Salesforce and more than 20 platforms and can run alongside an existing support solution. (Vendor-reported, checked 20 Sept 2026) | PolyAI documents integrations with Salesforce (customer lookup and case management), Zendesk (Talk voice routing and ticketing), Gladly, NICE CXone, Amazon Connect, Webex, Five9 and Twilio, and its marketing site claims "130+ integrations available" across telephony/voice routing, CRM and knowledge, productivity, and vertical systems. (Vendor-reported, checked 20 Sept 2026) | | Knowledge sources | Tidio states Lyro automatically scrapes a business's support content and uses it as its knowledge base. (Vendor-reported, checked 20 Sept 2026) | PolyAI combines curated FAQ topics with RAG over external sources — scraped URLs, uploaded files (PDF, DOCX, XLSX, PPTX, CSV, JSON, XML, MD, HTML, EML, EPUB and more) and beta syncs from Zendesk Help Center and Gladly — chunked at 2000 characters with 500-character overlap. (Vendor-reported, checked 20 Sept 2026) | | Actions in backend systems | Tidio describes Smart Actions covering order updates, lead qualification and product recommendations as the actions Lyro performs beyond answering. (Vendor-reported, checked 20 Sept 2026) | PolyAI states its agents perform account management, authentication, call routing, billing and payments, booking and reservations, order management, troubleshooting and FAQ against integrated systems, with custom connectors documented alongside telephony, CRM and payments integrations. (Vendor-reported, checked 20 Sept 2026) | | Human handoff | Tidio states users can set flexible handoff and escalation rules and that Lyro creates a ticket in the connected support solution for a human agent. (Vendor-reported, checked 20 Sept 2026) | PolyAI documents that the agent "runs autonomously by default and escalates to a human only when needed", transferring calls via SIP REFER, SIP INVITE or SIP BYE and passing customer ID, verification status, escalation reason and transcript through SIP headers and the Handoff and Conversations APIs. (Vendor-reported, checked 20 Sept 2026) | | Target customer size | Published self-serve pricing runs from 50 free lifetime conversations and $32.50 a month up to 1,000 conversations a month, above which Tidio directs buyers to sales, indicating a small-business entry point. (Vendor-reported, checked 20 Sept 2026) | PolyAI targets enterprise contact centres across nine industries and sells via demo request, with ongoing use "priced on a per-minute basis, which includes proactive performance improvements, maintenance and 24/7 support" and no published price points or free tier. (Vendor-reported, checked 20 Sept 2026) | | Vendor-reported performance claims | Tidio claims customers automate around 67% of customer inquiries with Lyro on average, and cites one case study with a 97% decrease in average response time. (Vendor-reported, checked 20 Sept 2026) | Unknown | Full source links for each attribute are in the per-agent records linked above. ## Industry comparison An industry state says where the cited sources place the product, not how well it performed there. The same four states and the same rubric apply. Industry entries cite claims published in the agent's own record, by id, so a source is never stored twice and the two copies can never disagree. An industry with no entry is unknown, which is a gap in the public record rather than a finding. | Industry | Lyro | PolyAI | | --- | --- | --- | | Retail and e-commerce | External report | Vendor-documented | | Financial services | Not established | Vendor-documented | | Telecommunications | Not established | Vendor-documented | | Travel and hospitality | Not established | External report | | Healthcare | Not established | Vendor-documented | | Public sector and education | Not established | External report | | Logistics and delivery | Not established | External report | Evidence for each industry is listed per agent below. ### Lyro: industry evidence ### Retail and e-commerce — External report - A Shopify merchant using the app for six months reported an AI resolution rate of around 90%. _(Independent report, published 16 Sept 2026, checked 20 Sept 2026; source: [Tidio Live Chat and AI Chatbots reviews (Shopify App Store)](https://apps.shopify.com/tidio-chat/reviews); claim id: `lyro-strength-merchant-resolution`)_ - A Shopify merchant wrote that Lyro has learned their product range, delivery options and returns and can handle the bulk of their questions. _(Independent report, published 1 Jun 2026, checked 20 Sept 2026; source: [Tidio Live Chat and AI Chatbots reviews, page 2 (Shopify App Store)](https://apps.shopify.com/tidio-chat/reviews?page=2); claim id: `lyro-fit-pq-ind-1`)_ - A Shopify merchant described the agent as able to answer repetitive questions automatically and escalate questions when needed. _(Independent report, published 21 Aug 2026, checked 20 Sept 2026; source: [Tidio Live Chat and AI Chatbots reviews (Shopify App Store)](https://apps.shopify.com/tidio-chat/reviews); claim id: `lyro-fit-handoff-ind-1`)_ > The independent evidence is Shopify App Store reviews written by merchants running the product. That is first-hand and unpaid, and it is also self-selected: reviewers are the merchants who chose to write. ### Financial services — Not established No reviewed source places this product in this industry. ### Telecommunications — Not established No reviewed source places this product in this industry. ### Travel and hospitality — Not established No reviewed source places this product in this industry. ### Healthcare — Not established No reviewed source places this product in this industry. ### Public sector and education — Not established No reviewed source places this product in this industry. ### Logistics and delivery — Not established No reviewed source places this product in this industry. ### PolyAI: industry evidence ### Retail and e-commerce — Vendor-documented - PolyAI positions itself as an enterprise-scale agentic dialog platform and markets to nine industries: consumer services, financial services, healthcare, hotels, insurance, restaurants, retail, telecom and utilities. _(Vendor-reported, checked 20 Sept 2026; source: [PolyAI homepage](https://poly.ai/); claim id: `polyai-enterprise-vendor`)_ > Retail and restaurants are among the marketed verticals. The claim is the vendor's positioning of the product. ### Financial services — Vendor-documented - PolyAI positions itself as an enterprise-scale agentic dialog platform and markets to nine industries: consumer services, financial services, healthcare, hotels, insurance, restaurants, retail, telecom and utilities. _(Vendor-reported, checked 20 Sept 2026; source: [PolyAI homepage](https://poly.ai/); claim id: `polyai-enterprise-vendor`)_ > Financial services and insurance appear in the nine industries PolyAI markets to. A marketed vertical is a statement of intent, not evidence of a deployment. ### Telecommunications — Vendor-documented - PolyAI positions itself as an enterprise-scale agentic dialog platform and markets to nine industries: consumer services, financial services, healthcare, hotels, insurance, restaurants, retail, telecom and utilities. _(Vendor-reported, checked 20 Sept 2026; source: [PolyAI homepage](https://poly.ai/); claim id: `polyai-enterprise-vendor`)_ > Telecom is one of the nine marketed industries, sourced to PolyAI's own homepage. ### Travel and hospitality — External report - PolyAI positions itself as an enterprise-scale agentic dialog platform and markets to nine industries: consumer services, financial services, healthcare, hotels, insurance, restaurants, retail, telecom and utilities. _(Vendor-reported, checked 20 Sept 2026; source: [PolyAI homepage](https://poly.ai/); claim id: `polyai-enterprise-vendor`)_ - TechCrunch reported PolyAI's customers included FedEx and Marriott alongside dozens of enterprise and government clients handling millions of interactions monthly. _(Independent report, published 7 Sept 2022, checked 20 Sept 2026; source: [PolyAI lands $40M to handle contact center calls automatically](https://techcrunch.com/2022/09/07/polyai-lands-40m-to-handle-contact-center-calls-automatically/); claim id: `polyai-enterprise-tc-customers`)_ > Hotels are a marketed vertical, and TechCrunch separately named Marriott among the customers. The report names the account; it does not describe what the agent handles there. ### Healthcare — Vendor-documented - PolyAI positions itself as an enterprise-scale agentic dialog platform and markets to nine industries: consumer services, financial services, healthcare, hotels, insurance, restaurants, retail, telecom and utilities. _(Vendor-reported, checked 20 Sept 2026; source: [PolyAI homepage](https://poly.ai/); claim id: `polyai-enterprise-vendor`)_ > Healthcare is one of the nine industries on PolyAI's own homepage. No healthcare deployment is independently reported. ### Public sector and education — External report - TechCrunch reported PolyAI's customers included FedEx and Marriott alongside dozens of enterprise and government clients handling millions of interactions monthly. _(Independent report, published 7 Sept 2022, checked 20 Sept 2026; source: [PolyAI lands $40M to handle contact center calls automatically](https://techcrunch.com/2022/09/07/polyai-lands-40m-to-handle-contact-center-calls-automatically/); claim id: `polyai-enterprise-tc-customers`)_ > The same TechCrunch report refers to dozens of enterprise and government clients. Government clients are counted, not named or described. ### Logistics and delivery — External report - TechCrunch reported PolyAI's customers included FedEx and Marriott alongside dozens of enterprise and government clients handling millions of interactions monthly. _(Independent report, published 7 Sept 2022, checked 20 Sept 2026; source: [PolyAI lands $40M to handle contact center calls automatically](https://techcrunch.com/2022/09/07/polyai-lands-40m-to-handle-contact-center-calls-automatically/); claim id: `polyai-enterprise-tc-customers`)_ > TechCrunch named FedEx among PolyAI's customers. A named account in funding coverage, with no description of the workflows in use. ## Lyro: evidence base The independent evidence behind these states comes mainly from other independent sources. Independent sources behind these verdicts: apps.shopify.com, trustpilot.com. By kind: other independent sources (5), end-user review sites (1). Verdicts across agents are not directly comparable while the evidence behind them comes from different kinds of source. See https://ai-agent.review/methodology#evidence-asymmetry. ## PolyAI: evidence base The independent evidence behind these states comes mainly from analysts and trade press. Independent sources behind these verdicts: cxtoday.com, techcrunch.com. By kind: analysts and trade press (4). Verdicts across agents are not directly comparable while the evidence behind them comes from different kinds of source. See https://ai-agent.review/methodology#evidence-asymmetry. ## Corrections Factual corrections with a public source are accepted at corrections@ai-agent.review and answered within 14 days. Method: https://ai-agent.review/methodology