Tidio’s Lyro ranks No. 1 in G2 AI CX Agent tests

Tidio said its AI customer service agent, Lyro, ranked first in G2’s AI CX Agent Evaluations as of Oct. 7, 2026, leading nine tested agents in policy compliance and tying for the highest overall score. The result highlights how well Lyro follows support rules in complex customer service tasks like refunds and subscription changes.

Why it matters: - For businesses using AI in customer support, policy compliance can be as important as completing the task. - G2’s test format checks whether an agent can both act correctly and stay within company rules on requests such as refunds and subscription changes. - Lyro’s performance signals that Tidio is positioning the agent for more complex, revenue-linked support workflows.

What happened: - Tidio said Lyro ranked No. 1 in G2’s default “All Metrics” view of AI CX Agent Evaluations as of Oct. 7, 2026. - Among nine evaluated agents, Lyro posted the highest policy compliance score. - Lyro passed 40 of 46 tasks, earned 200 points and tied for the highest overall score. - Lyro recorded 92% policy compliance and 87% accuracy.

The details: - G2’s evaluation uses the same 46 buyer-informed tasks for each product inside a simulated company environment. - The test setup includes customer and order data, a written support policy and 38 working business tools. - An AI judge scores accuracy and policy compliance. - Automated checks verify whether required actions actually happened in the underlying systems. - Lyro’s policy compliance score was 15 percentage points above the average displayed by G2. - Lyro’s accuracy was seven percentage points above the displayed average. - G2 reports overall points based on passed tasks, while compliance and accuracy are tracked separately. - Tidio said it opened test projects and worked with G2 to understand action limits and where multi-step workflows broke down. - The process gave Tidio concrete insights into where Lyro could improve. - Tidio used its own LLM judge to test Lyro across hundreds of scenarios and identify weaknesses. - Tidio’s support team also monitors customer conversations and analyzes satisfaction scores to guide product improvements.

Between the lines: - The result suggests Tidio is emphasizing reliability over raw task completion alone. - In AI support, a fast answer is not enough if the response violates company policy. - Tidio is using evaluation results as product feedback, not just as a marketing win. - The company is also signaling that Lyro is moving beyond basic support into sales-adjacent use cases.

What's next: - G2 plans to refresh the rankings several times a year, or sooner after material product changes. - Additional products are still under evaluation. - Tidio said it is investing in Lyro across the customer journey, including proactive shopping assistance, voice, SMS and deeper Shopify integration. - Tidio also plans to expand conversational setup inside the Tidio dashboard to make Lyro easier to deploy. - Tidio said the full results and methodology are available here. - Media information is available here. - Tidio said Lyro is available here.