Yasan vs. Tidio Lyro: an AI shop assistant in search or AI customer support?
Tidio Lyro or Yasan? An AI agent for customer support compared with an AI shop assistant built around search. Features, pricing and when to choose which.
This article was written by the Yasan team, so Yasan is our own product. We aim for a fair comparison: facts about other solutions come from their public websites, and for each one we say when it is a better fit than Yasan.
Short answer
Yasan starts with finding and choosing a product. It handles an exact query like ordinary search, tries to turn a more complex request straight into results, and uses the same knowledge of the catalogue in its AI chat. Tidio is a broader customer communication platform. Its AI agent Lyro answers in a conversation, works with support content, can recommend products and hand the customer over to a person.
Yasan makes more sense when shoppers leave because they cannot find the right product. Tidio with Lyro is the better fit if you need to automate recurring questions, connect AI with a helpdesk, live chat and agents, or already use another support system that you want to add AI to.
What is Yasan
Yasan is an AI shop assistant for online stores. Its core is search that adapts to the type of query:
- “Nike Pegasus 41” is handled as ordinary product search;
- “red running shoes size 42 under €120” is understood as a product with several parameters;
- “lightweight shoes for tarmac and a wider foot” is handled as a need the shopper should get advice on.
The main benefit lies in the middle group of queries. A shopper often knows the type of product but adds colour, size, price, compatibility or intended use. Yasan tries to translate the whole sentence into results without the shopper having to set all the conditions again in filters.
It uses the same product knowledge in its AI chat. Depending on the integration, it can also show order status once the customer has been verified. Email automation is available in the custom plan, but it is not the main purpose of the product.
What are Tidio and Lyro
Tidio is a customer communication platform. It combines live chat, ticketing, a helpdesk, automation Flows and the AI agent Lyro. Human and automated conversations can therefore take place in one system.
Lyro answers on the basis of the website, FAQ and other support content. It can hold a follow-up conversation, recommend products and hand the customer over to a person. It can be bought as part of Tidio or as a standalone product and connected to another helpdesk, such as Zendesk or Salesforce.
One thing matters for Czech online stores: on its list of e-commerce integrations, Tidio names, for example, Shopify, WooCommerce, BigCommerce, PrestaShop, Shopware and Adobe Commerce, but not Shoptet (as of 30 October 2026). On Shoptet the chat widget can be embedded with generic code, but the AI then has no direct connection to the store’s catalogue and orders.
Flows are a different part of the product: they are pre-designed automated scenarios for support, lead collection or sales. Lyro, by contrast, uses AI, understands freely phrased questions and is not limited to prepared branches.
The main difference: search vs. conversation
Imagine a shopper looking for a “garden pump for watering from a barrel under €120”.
- Yasan is meant to process the request right in the search box and show matching products.
- Lyro answers the shopper in a chat conversation, asks follow-up questions if needed and recommends a suitable item.
- Tidio without Lyro can pass the query to an agent or trigger a preset Flow.
Both tools can help the shopper. What decides it is whether you want to improve the main path through search, or primarily automate conversations and support work.
Overview by situation
| Situation | Yasan | Tidio Lyro |
|---|---|---|
| Exact model | Ordinary search results | Can send a recommendation or a link in chat |
| Product with price, size or colour | Turns the sentence straight into results | The recommendation takes place in a conversation |
| Open-ended need | AI answer in search or chat | AI conversation and follow-up questions |
| Recurring questions about delivery or returns | Can answer in chat, but it is not the main focus | One of Lyro’s main areas |
| Human customer support | Live chat with an agent taking over the conversation | Helpdesk, ticketing, agents and handover in one system |
| Proactive scenarios | Less emphasis | Flows for support, lead collection and sales |
| Order status | Depending on the integration, once the customer has been verified | Depends on the connected data and configured actions; it lists no native integration for Shoptet |
How we compared
The comparison is based on both vendors’ public websites, verified on 1 November 2026, and on a short, informal trial on several live stores in October 2026. It was neither a benchmark nor a representative sample, so we do not use results from individual stores to rate the products.
We did not evaluate Lyro in operation on the stores we tried. We therefore describe its capabilities according to Tidio’s documentation and pricing.
For your own decision we recommend a simple procedure: take 20–30 real queries from your customers, including the ones that end with no results today, and try them in both solutions on the same catalogue. The quality of answers and results depends mainly on product data and configuration, which differ for every store.
Where Tidio Lyro has the edge
Helpdesk and the work of a human team
Tidio handles live chat, tickets, conversation assignment and handover between AI and an agent. Yasan is not a full replacement for a helpdesk for a larger support team.
A standalone AI agent or an add-on to another helpdesk
Lyro can be used with the Tidio platform or on its own. That is practical for a company that already has Zendesk, Salesforce or another system and does not want to change its main helpdesk.
Automation Flows
Alongside AI, a store can create pre-defined scenarios, proactive messages and lead collection paths. These marketing and support automations are not the core of Yasan.
A broader communication platform
Tidio connects AI with other communication and team features. It suits cases where the main problem is the volume of messages, not the quality of product search.
Where Yasan has the edge
AI right in the main search
The shopper does not have to open a chat. They type a complex query where they already naturally look for a product.
One body of knowledge for search and chat
An exact model, a compound parametric query and an advice-seeking question all draw on the same catalogue. Search and chat are therefore not two separate product experiences.
Czech e-commerce focus
Yasan has standard integrations for Shoptet, Shopify and WooCommerce, public pricing in Czech koruna and euros, and is designed specifically for a store’s sales path. For a store on Shoptet this is significant: Tidio does not name Shoptet on its list of integrations.
Order status included in the plan price
Checking order status in chat is part of all Yasan’s standard plans. If the feature is switched on, Yasan verifies the customer and shows them the order information.
Pricing
Yasan lists plans at €31.99, €82.99 and €206.90 per month excluding VAT. All of them include AI search and the AI chatbot; the trial lasts 14 days.
Tidio Lyro starts at 32.50 USD per month for 50 AI conversations with annual billing (39 USD with monthly billing) and offers a seven-day trial. The first 50 conversations are free as a one-off. The Tidio Starter plan on its own starts at 24.17 USD per month with annual billing; Lyro can be a separate add-on or part of a higher bundle. At larger volumes the limits and prices change.
The amounts cannot be compared by the lowest plan alone. Yasan includes search and chat, whereas Tidio separates the communication platform, Flows and AI conversations.
When to choose Tidio Lyro
Tidio with Lyro is probably the better choice if:
- you need a helpdesk, live chat and the work of human agents;
- you want to connect AI to an existing support system;
- customers mainly ask about delivery, returns and other recurring operational questions;
- you will make use of proactive Flows and lead collection;
- your existing product search works well;
- you run a store on a platform that Tidio supports (for example Shopify or WooCommerce).
Example: a store has a clear catalogue, but the support team keeps dealing with the same questions and needs tickets, conversation handover and an overview of the agents’ work.
When to choose Yasan
Yasan is probably the better choice if:
- shoppers already fail when searching for products;
- they type price, size, compatibility or intended use into search;
- you want to combine ordinary search and AI advice in one box;
- you need the same product knowledge in search and chat;
- the priority is choosing products, not managing a support team.
Example: shoppers search for a “pump for water from a barrel for the garden under €120” and ordinary search returns all pumps or none. The problem arises before the chat is opened.
When you need neither
If you have a small, clear catalogue and only a few customer questions a week, good categories, filters and ordinary email may be enough. It makes no sense to deploy AI without a clear problem, good source data and a way to evaluate the benefit.
Verdict
Tidio Lyro is an AI agent inside a broader communication platform. It is stronger in helpdesk, automation and collaboration with a human team. Yasan is an AI shop assistant built around search and is stronger at the moment when the shopper first needs to find or choose a product.
So ask where the customer journey fails: in the search box, or only in communication with support? The choice usually becomes clear from that.
Updated 1 November 2026. Facts about other products are based on their public websites as of that date and may change. If you find an inaccuracy, let us know and we will correct it. Found an inaccuracy? Write to [email protected].
Try Yasan on your own catalogue
The best test uses your customers’ queries. Connect your catalogue, try 20–30 real queries and compare the results. The first 14 days are free.
Connects to Shoptet, Shopify, WooCommerce and other platforms. How to set up Yasan step by step