AI Agents for Customer Service — They Resolve, Not Just Respond
Humans handle what needs judgment. AI handles the rest end to end.
Hi, I need to return a damaged item from order #78932. The box was completely crushed when it arrived.
14:22 · WhatsApp
In short
Tactful AI Agents answer customer messages on WhatsApp, Instagram, Facebook and webchat. They answer FAQs, track orders, moderate comments, recommend products and capture leads. Many routine conversations are resolved end to end with no agent involved, and a person on your team takes over any conversation that needs one.
Chatbots answer questions. AI agents resolve issues.
Chatbots suggest links. AI agents process refunds and close cases. Rule-based chatbots follow fixed scripts and stop when a question falls outside them. Tactful AI Agents use your own knowledge and connected systems, and hand over to people when a conversation needs one.
- Answers FAQs
- Suggests links
- Escalates everything else
- Suggests replies
- Drafts responses
- Human sends every message
- Understands intent
- Retrieves data
- Executes governed actions
What AI Agents do
Tactful AI Agents handle the routine work in customer conversations, across your digital channels.
- Answer FAQs from your knowledge base
- Track orders and share delivery updates
- Moderate comments on Facebook and Instagram
- Recommend products
- Capture leads and pass them to your sales team
- Carry out actions inside the conversation, such as order changes or refunds in your systems
- Custom AI Agents, built by Tactful for your business
AI that works like your best agent — at scale
Resolve customer issues faster, accurately, and at scale.
Intent understanding
Identifies intent, extracts entities — order numbers, dates, products — and determines resolution path.
Information retrieval
Pulls data from connected systems — order status, account details, policy rules.
Governed execution
Every action works within your rules. Refund limits, approval gates, escalation triggers — configurable and auditable.
Handover with full context
When human judgment is needed, AI hands off with full context — summary, intent, sentiment, and actions already taken.
Knowledge-driven improvement
Keep the knowledge base updated — accuracy improves as content grows and workflows are refined.
Every action logged
Steps, actions, decisions logged. Trace what AI did and why.
Resolved end to end, or handed over
AI Agents resolve routine conversations end to end, with no agent involved. Order status, delivery questions and common FAQs are typical examples.
When the AI Agent is unsure, or the customer asks for a person, the conversation moves to an agent in the same inbox. The agent sees the full history, so the customer never repeats themselves. Supervisors can see which conversations were resolved and which were handed over.
AI Agents are included in every plan, so your bill does not grow because the AI works. Estimate your ROI from your own volume and team.
See it in action
Watch an AI agent resolve a return request — step by step.
Hi, I need to return a damaged item from order #78932. The box was completely crushed when it arrived.
14:22 · WhatsApp
Understand → Retrieve → Reason → Act → Verify
Every resolution follows a structured reasoning chain. Transparent, auditable, and configurable.
Understand
Reads the message, identifies intent, and extracts entities (order numbers, products, dates).
Retrieve
Pulls order details, account history, and policy rules from connected systems.
Reason
Applies business rules — eligibility, refund thresholds, SLA requirements — to determine the right action.
Act
Processes the refund, reschedules the delivery, updates the account — and confirms with the customer.
Verify
Confirms outcome, logs for audit, updates record. If needed, the cycle continues.
Arabic AI Agents
Many customers in Egypt write in dialect, not formal Arabic. Many also mix Arabic with Latin letters and numbers.
Tactful AI Agents understand Egyptian dialect and Franco-Arabic, proven in live deployments. They answer common questions in the same conversation and hand over to an Arabic-speaking agent when a person is needed. Your knowledge base, flows and reports stay in one place for Arabic and English conversations.
See AI agents resolve real queries in seconds
Up to 80% of routine conversations resolved by AI Agents; your team handles the rest. See it working.
Every AI answer is tracked. Every improvement is measured.
Every AI conversation tracked for helpfulness. When accuracy drops, you see exactly what to fix.
- Every AI response rated by outcome — helpful vs unhelpful
- Intent accuracy per topic — know where AI excels and where it needs help
- Daily performance trends and improvement trajectory
- Learning summaries recommend specific training actions
- Gap detection: flags questions AI can't answer confidently
AI Agent Performance
Generated answers · Last 30 days
Intent accuracy improved +3.2% this month. "Delivery complaint" accuracy trending up after 240 new training examples. Recommend adding FAQ entries for payment gateway errors to improve the 85% accuracy on payment intents.
AI agents for every industry
Trained on your knowledge base, connected to your systems, configured for your workflows.
Order support — resolved end to end
AI retrieves tracking in seconds. Routine returns, refunds and exchanges are handled end to end, and exceptions go to your team.
Product enquiries and complaints
AI answers product questions, handles complaints per your policies, escalates VIPs to senior agents.
Guest services automation
Check-in info, reservations, room service, late checkout — AI handles routine guest enquiries across booking and messaging channels.
Secure, compliant interactions
Account enquiries, transaction verification, card controls — every action runs through compliance checks with mandatory approval gates.
Questions about AI Agents
Can AI answer customer messages on WhatsApp, Instagram and website chat?
Yes. Tactful AI Agents answer customer messages on WhatsApp, Instagram, Facebook Messenger and webchat from one inbox. They answer FAQs, track orders, recommend products and capture leads using your knowledge base. Routine conversations are resolved end to end, and a person on your team takes over any conversation that needs one, with the full history.
How do AI-powered support tools help unify chat, email and social channels?
Tactful AI brings WhatsApp, Instagram and Facebook messages and comments, webchat and email into one inbox. AI Agents work in that same inbox, so every reply and handover sits in one customer timeline. Agents see what the AI Agent already did, and supervisors report on every channel from one place instead of several tools.
We get messages from Facebook and Instagram ads on WhatsApp about bookings; can AI Agents reply and route them?
Yes. Messages from your ads arrive in the same inbox as every other conversation. Routing rules send each booking enquiry to the right team. AI Agents answer the common questions, such as prices, availability and opening hours, and hand over to the right team when a person needs to confirm or change a booking.
Which AI customer service platform suits Arabic-speaking markets?
Tactful AI Agents understand Egyptian dialect and Franco-Arabic, proven in live deployments. They work across WhatsApp, Instagram, Facebook and webchat, and hand over to your team when a person is needed. Arabic and English conversations share one inbox, one knowledge base and one set of reports, so supervisors see the whole picture.
Is an AI Agent the same as a chatbot?
No. A rule-based chatbot follows fixed scripts and stops when a question falls outside them. A Tactful AI Agent uses your knowledge base and connected systems to answer questions and carry out actions, such as checking an order or processing a refund. When a person is needed, it hands the conversation to your team with the full history.
Up to 80% of routine enquiries resolved by AI Agents. Your team handles the rest.
AI Agents resolve routine conversations, take governed actions and hand over to your team when needed.
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