In the fast-paced world of online business, ensuring good communication with customers is paramount to success.
You’ve probably heard of two popular options that address this need—
Lyro and Zowie AI by Tidio.
These innovative platforms offer a range of features designed to streamline customer interactions and drive business growth. But how do they compare and which is the better option for your brand?
We conducted an experiment where we put both tools to the test. Let’s see how they both perform.
The purpose of this article is to compare Lyro vs Zowie AI based on several factors and scenarios. We wanted to examine how chatbots process human-like conversations with follow-ups and multiple questions in one sentence. Both systems received 10 questions that are common for ecommerce stores.
Here are the questions we presented with Lyro AI and Zowie software for each category:
So—
Let’s go straight to the comparison.
The test was run on publicly available data and an ecommerce store A true classic. We used the data from the shop’s help center and uploaded it to Lyro. Zowie chatbot is installed in that store.
Topic #1: Return
We asked both AI systems questions What is your return policy if the dress I purchased does not fit or look as expected? Do I have to pay for return shipping?
This is how they responded:
Results
Lyro ★★★★★
Zowie ★★★★★
The responses of Lyro and the Zowie AI are pleasing, presenting all the necessary information in a concise and understandable way.
Read more: Discover the results Tidio’s customer experience team has achieved with Lyro.
Topic #2: Product availability
The next question Tidio’s Lyro and Zowie AI received was Is the MVP polo 6 pack in stock?
This is how they responded:
Results
Lyro ★★★★☆
Zowie ★☆☆☆☆
Lyro was able to give an answer but he didn’t immediately understand the name of the product. The software then asked for clarification and once it received the full name, Lyro answered the question accurately and completely.
Zowie doesn’t cover this topic so the rule-based chatbot takes the place of AI.
Read more: Discover what retail chatbots are with use cases, examples, and tips.
Topic #3: Shipping
We asked the AI tools Do you ship to Canada? What about Belarus? and then we followed up with a question What about the Marshall Islands?
Here’s how they responded:
Results
Lyro ★★★★★
Zowie ★★★☆☆
In the first question, Do you ship to Canada? What about Belarus? chatbots handle it equally well. But Lyro seems to be better at maintaining context and understanding the follow-up question What about the Marshall Islands?
Topic #4: Free shipping
Lyro and Zowie chatbot have a question When does free shipping apply?
Here’s how they dealt with it:
Results
Lyro ★★★★★
Zowie ★★★★★
Both answers are satisfactory. The systems retain information from FAQs and provide full answers with all necessary information.
Read more: Discover what FAQ chatbots are with benefits and different types.
Next, we asked the AI Are there any ongoing discounts for first time customers? and analyzed the responses.
Here’s how they dealt with it:
Results
Lyro ★★★★★
Zowie ★★☆☆☆
Lyro answered the question and all the necessary user information. On the other hand, the Zowie AI didn’t understand the question and defaulted to collecting the user’s interaction details to send the query to one of the human agents to handle.
The next question asked of Lyro and Zowie AI was My promo code is not working, can you help me?
Results
Lyro ★★★★★
Zowie ★★☆☆☆
Lyro provided an answer based on the available Help Center. Whereas Zowie AI doesn’t seem to fully understand the user’s problem. The software provides information relevant to the question but does not fully resolve the issue.
Topic #7: Product measurement
We then posed more questions to the shopping assistant, Can you advise me about the size I should buy?for the systems to answer.
Here’s how they dealt with it:
Results
Lyro ★★★★★
Zowie ★☆☆☆☆
The Zowie chatbot provided incorrect information and then defaulted to sending the user to a human agent. Lyro handled the scenario well by offering the necessary information as well as providing links to additional useful resources.
Topic #8: Product questions
How about questions related to product recommendations. Well, we asked Lyro and Zowie
Can you recommend a product for a gift, under $30?
Here’s how they dealt with it:
Results
Lyro ☆☆☆☆☆
Zowie ☆☆☆☆☆
Both chatbots were unable to answer the question.
Topic #9: Order status
Last but not least, the systems received a question What is the status of my order?
Here’s how they dealt with it:
Results
Lyro ★★★★★
Zowie ★★★★★
Both chatbots have deeper integration with Shopify and both can check order status.
Note: in the test case we did not place real orders to check the flow to the end.
Summary: AI battle Lyro vs Zowie
Tidio Lyro AI chatbot seems to be better at understanding questions, especially when it comes to follow-ups and a more human-like conversation style.
Here is a comparison table between the two software:
| Category | Lyra | Zowie |
|---|---|---|
| Coming back | ✅ | ✅ |
| product availability | ✅ | ❌ |
| Shipping | Question ✅ Follow-up ✅ | Question ✅ Follow-up ❌ |
| Free shipping | ✅ | ✅ |
| Promo codes | ✅ | ❌ |
| Promo codes do not work | ✅ | ❌ |
| Product size | ✅ | ❌ |
| Product questions | ❌ | ❌ |
| Order status | ✅ | ✅ |
Lyro is the winner of this match.
See you in the next round!
