Enhance Service and Boost Customer Satisfaction Using Conversational AI
Support that keeps customers loyal, reduces churn, and drives repeat sales.
Powering millions of conversations every month
The Challenge Support Teams Face
Customer service leaders live and die by the numbers: SLA compliance, First Response Time (FRT), CSAT, Average Handling Time, NPS, and backlog management.
Every day, teams struggle with:
Long waiting times and frustrated customers
Rising ticket volumes with limited resources
Difficulty tracking agent performance consistently
Escalations caused by missing context or poor first-line resolution
Outdated knowledge bases and siloed information
Pressure to improve reporting, governance, and overall control
Tactful AI for Customer Service
Tactful equips your support team with AI tools and automation to deliver faster, smarter, and more reliable service before and after the sale:
Omnichannel Support Hub
Manage social channels, website, and mobile app from one dashboard.
AI Self-Service
Let AI handle order status, deliveries, returns/refunds, and technical support requests for product damage, instructions, or malfunction.
Skill-Based Routing (SBR)
AI routes a customer’s conversation based on language, workgroup, department, or any other predefined characteristics.
Smart Routing
AI goes beyond basics, the AI agent takes routing decisions based on customer intent, data, or purchasing history to find the best match.
Knowledge-Powered AI
AI provides instant answers to FAQs, warranty terms, and troubleshooting steps.
Analytics & Reports
Track resolution times, SLA performance, and recurring issues so you can fix root causes.
Integrations That Matter for Support
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CRM
see customer history and past conversations before you reply.
ERP
check order status, billing, stock, and delivery in seconds.
Order systems
handle updates, cancellations, or returns directly in chat.
Ticketing
escalate tough cases without losing track.
Knowledge base
AI suggests accurate answers so agents respond faster.
Working with Tactful, we built a comprehensive platform to manage and enhance customer experience across digital channels. Since launch, we’ve seen significant sales, customer satisfaction & operational efficiency improvements. Tactful AI team and technology exceeded our expectations on all fronts.
How Tactful AI Impacts Support KPIs
With Tactful’s AI, customer service managers can:
Reduce waiting times
by deploying AI as a 24/7 first-line responder.
Control workload
by letting AI assign, categorize, and escalate cases automatically.
Govern workgroups
with clear rules for escalation and handover between AI and humans.
Boost reporting accuracy
with AI-driven insights across SLAs, response times, and satisfaction metrics.
Improve team management
through AI-enabled scorecards and performance benchmarking.
Strengthen customer trust
by ensuring every customer gets consistent, accurate, and fast service.
How We Do It
Engage. Analyse. Optimise.
Engage
We connect your support channels, build your workflows, and train your team.
Analyse
We track conversations, customer interactions, and recurring issues to uncover service gaps.
Optimise
Together, we refine workflows and automations, improve routing, and enhance service delivery. We work together to enhance SLA, responsiveness, waiting time, CSAT, and overall KPIs.
How We Do It
Engage. Analyse. Optimise.
Engage
We connect your support channels, build your workflows, and train your team.
Analyse
We track conversations, customer interactions, and recurring issues to uncover service gaps.
Optimise
Together, we refine workflows and automations, improve routing, and enhance service delivery. We work together to enhance SLA, responsiveness, waiting time, CSAT, and overall KPIs.
Teams We Serve in Customer Experience
Chief Customer Officer (CCO)
Ensure CX goals (SLA compliance, CSAT, NPS) are achieved across the org
Get high-level reporting and governance to present to upper management
Track how CX performance impacts revenue and long-term growth
Voice of Customer (VoC) Specialist
Use AI sentiment analysis to uncover drivers of CSAT and NPS
Turn feedback into clear recommendations that reduce ticket volumes
Provide actionable insights that guide upper management decisions
Experience Design Manager
Spot where long First Response Times or high Handling Times frustrate customers
Redesign journeys to improve CSAT and reduce backlog pressure
Continuously test and optimize experiences with AI-driven insights
CX Manager
Monitor SLA compliance and FRT in real time
Manage ticket volumes and backlog with limited resources
Use governance tools to track team performance and improve handling times
Balance pressure from upper management with the daily realities of CX delivery
Core CX Team
Resolve tickets faster with instant access to customer history and context
Automate repetitive tasks to cut down average handling time
Manage high volumes without burnout through AI assistance
Contribute to better CSAT and NPS scores by focusing on quality interactions
Objectives AI Helps Support Leaders Achieve
We don’t sell and vanish
You get a hands-on CX partner. We check in regularly by phone and WhatsApp, review outcomes with your team, and keep tuning the setup so results keep climbing.
Tailored, not templated
We co-design your workflows, policies, routing, and automations around your goals—not generic “best practices.”
Live in days, not months
Live in days, not months We connect your channels, build your use case, train your team, and launch quickly—then iterate.
Revenue over vanity
Dashboards tie moderation to leads, conversions, response time, and CSAT—so you can prove growth, not just “engagement.”
