41% to 70% in a day. 180 order lookups.

UK-based online pharmacy Curate Health implemented Tidio’s Lyro Smart Actions to handle overwhelming support volumes, increasing AI resolution rate from 41% to 70% on day one and executing 180+ automated order status queries.

At a glance: Curate Health

Curate Health operates as a fully licensed and registered UK internet pharmacy, overseen by the General Pharmaceutical Council (GPhC). They offer prescription-only treatments delivered directly to patients, including weight loss medications, HRT, contraception, skin, hair and other health solutions across the UK healthcare market.

• Company Type: GPhC-regulated online pharmacy and telehealth provider

• Industry: General Medical Practice & Health Care Services

• Support Challenge: 3,000+ emails in 2 days, overwhelming ticket volumes

• Support Team: 12 agents managing chat and Zendesk emails

The Challenge: Drowning in “Where’s My Order” Inquiries

Curate Health faced a critical support crisis that threatened their ability to serve customers effectively. The volume of incoming support requests had reached unsustainable levels, creating significant operational challenges:

• Overwhelming Email Volume: 3,000+ support emails received in just two days, creating an impossible backlog for their team to manage

• Repetitive Order Status Queries: The majority of inquiries were simple “where’s my order” questions that required manual lookup and response

• Agent Burnout: 12 support agents were stretched thin, unable to respond to customers in reasonable timeframes while managing both chat and Zendesk email queues

• Customer Experience Degradation: Long response times were negatively impacting customer satisfaction and potentially affecting their pharmaceutical service delivery

We're having a nightmare with just the volume of stuff that comes in and we're wanting some level of AI before people even reach a human. Because most of the time it's where's my order and if we can just get them a response, it helps us a lot.

— Andrew Welford, Curate Health

The Solution: Why Curate Health chose Tidio’s Lyro Smart Actions

When evaluating AI-powered customer support solutions, Curate Health prioritized several key capabilities:

• Immediate Implementation: Needed a solution that could go live the same day to address urgent volume issues

• Order Status Automation: Required custom API integration to handle their specific order management tags and statuses

• Multi-channel Support: Capability to handle chat, email, and social media inquiries from a unified platform

• Seamless Handoffs: When AI couldn’t resolve issues, smooth transfer to human agents was essential

• Custom Knowledge Integration: Ability to leverage their existing support documentation and FAQs

Curate Health selected Tidio’s Lyro Smart Actions because it offered the flexibility to create custom integrations with their Shopify-based order management system, while providing the immediate deployment capability they desperately needed. The Lyro Smart Actions feature allowed them to automate complex order status lookups that their native Shopify integration couldn’t handle due to custom order tags and statuses.

Understanding Lyro Actions: Breaking Down AI Barriers

Traditional AI chatbots hit walls when customers need real-time data from external systems. Many live chat conversations require information that standard AI agents simply couldn’t access – forcing customers to wait while agents performed manual lookups, leading to frustrated customers who bounced when answers weren’t instant, and support teams who felt the constant drag of repetitive data retrieval tasks.

Lyro Smart Actions available for live chat eliminates these barriers – removing walls between your AI agent and the tool stack you already use. This breakthrough technology enables AI to perform complex workflows including order and CRM lookups, dynamic lead capture and qualification, instant pricing quotes, and any workflow requiring external data.

The Results: Immediate Impact and Dramatic Improvements

The implementation of Tidio’s Lyro AI delivered transformative results from day one:

• 70% AI Resolution Rate: Within 24 hours of implementing Lyro Actions, the AI resolution rate jumped from 41% to 70%, demonstrating immediate effectiveness

• 180+ Automated Order Queries: The order status action was executed over 180 times on the first day, significantly reducing agent workload

• 52.99% Overall Resolution Rate: Achieved a strong overall 30-day resolution rate, handling over half of all customer inquiries without human intervention

After the first day of having Lyro Smart Actions, it has been executed over 180 times so far. And today's AI resolution rate is around 70% compared to the former 41% average, meaning that the order status action should unburden reps significantly.

— Sebastian Wilk, Senior Product Manager at Tidio

Future Plans: Scaling AI Across Healthcare Operations

Building on the immediate success of Lyro AI, Curate Health is planning strategic expansions:

• Advanced Flow Implementation: Developing sophisticated conversation flows for lead qualification and customer data collection before human handoff

• Multi-channel Integration: Expanding Lyro AI to Facebook Messenger and Instagram for unified customer communication

• Enhanced Order Management: Migrating from tag-based to meta-field order tracking for more robust API integration

• Zendesk Migration: Evaluating complete migration from Zendesk to Tidio for unified AI-powered support across all channels

By implementing Tidio’s Lyro Smart Actions, Curate Health successfully transformed their customer support from an overwhelming bottleneck into an efficient, AI-powered operation. The immediate 70% resolution rate and dramatic reduction in manual order status queries demonstrate how healthcare companies can leverage AI to maintain high-quality patient service while managing rapid growth. As they continue expanding Lyro AI across their entire customer journey, Curate Health is establishing a new standard for automated pharmaceutical customer support in the UK market.