1. Choose one initial support task
Start with a recurring task whose answer is documented, such as shipping policy or product care. Identify the channels and languages you need. Compare the required workflow with the current Gorgias AI Agent or Tidio Lyro product documentation and your store integration.
2. Prepare the knowledge sources
Update shipping, returns, warranty, product, and contact information. Remove contradictory rules and expired promotions. Define when the agent should ask for clarification or hand off to a person. Keep order-specific data out of generic help content.
3. Test a shared set of conversations
Use realistic examples from your support queue with personal information removed. Include normal questions, missing knowledge, conflicting requests, and escalation. Test action permissions separately from answer quality.
- Can it answer a documented question accurately?
- Does it admit when an answer is unavailable?
- Does it reject an action that your policy or permissions do not allow?
- Does a person receive enough context after handoff?
- Are usage and action logs available for review?
4. Start with a limited pilot
Enable a narrow workflow for a defined audience or channel where your chosen product supports it. Assign a person to review transcripts and incorrect answers. Keep account-changing actions limited to the permissions and identity checks you have verified. Pause or reduce the scope if the agent repeatedly provides incorrect information.
5. Review quality and cost together
Track correct resolutions, escalations, incorrect actions, customer feedback, review time, and total service charges. Estimate both ordinary and peak-month cost. Increase coverage only when the evidence supports it. This checklist is a suggested evaluation method; neither product has been hands-on tested by this directory.
