Tactful AI

Tactful AI is an AI-powered customer experience (CX) platform for customer service and CX teams that centralises omnichannel conversations and automates resolutions using AI agents and workflows.

Key capabilities include:

• Unified Inbox for WhatsApp, Facebook, Instagram, email, and SMS, with full conversation history, AI-suggested replies, smart routing, and multi-brand support.
• AI agents and intent detection (reported 94% accuracy) to automate routine enquiries such as order tracking, reducing the need for human intervention when policies and integrations allow.
• Visual AI automation with a drag-and-drop workflow builder and ready-made templates to design routing, escalation, and resolution flows without heavy IT involvement.
• Governed AI Actions that connect to CRM and order systems to perform tasks like refunds and bookings, with manager sign-off options and a full activity log for auditability.
• Real-time analytics dashboards that track response times, resolution rates, sentiment, CSAT, and team performance, plus a Supervisor Hub for monitoring and QA.

Available on Web.

It targets B2B teams including customer service agents, supervisors, CX managers, ecommerce managers, and IT teams in ecommerce, financial services, hospitality, education, and digital businesses.

Notable context includes customer references in the Middle East and North Africa (including ELARABY Group, Accor Group, Valu, and Bosta) and reported scale of 80M+ customer engagements processed, with a stated go-live in under 7 days option for teams standardising CX operations across channels.