Enhance Service and Boost Customer Satisfaction Using Conversational AI
Support that keeps customers loyal, reduces churn, and drives repeat sales.
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
Escalations caused by poor first-line resolution
Outdated, siloed knowledge bases & information
Pressure to improve reporting and governance
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.
How Tactful AI Impacts Support KPIs
Faster First Response Time (FRT)
AI agents instantly handle incoming tickets and chats, reducing “time to first touch” to near-zero.
Better SLA Adherence
Intelligent prioritization ensures critical cases are escalated fast and routine issues are solved automatically.
Improved CSAT & NPS
Customers get instant, accurate answers 24/7, without waiting for an available human.
Shorter Handling Time
AI pre-triages, gathers diagnostic info, and suggests solutions, cutting time spent per case.
Transparent Reporting
AI agents log every step of the interaction, feeding into dashboards for tracking and performance insights.
Stronger Governance & Control
Define rules, escalation paths, and team structures that AI agents enforce consistently across all support channels.
Smarter Agent Scorecards
AI tracks not just output, but quality—feeding supervisors with actionable insights to coach human agents.
Objectives AI Helps Support Leaders Achieve
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 insights across SLAs, response times, and satisfaction metrics.
Strengthen Customer Trust
By ensuring every customer gets consistent, accurate, and fast service.
Teams We Serve in Customer Experience
Chief Customer Officer (CCO)
Voice of Customer (VoC) Specialist
Experience Design Manager
CX Manager
Core CX Team
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
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
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
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
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
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
How We Do It
Engage. Analyse. Optimise.
Engage
We connect every support channel—social, web, app, and chat—into one workspace. Our team maps your workflows, sets up smart routing, and trains your agents to deliver fast, consistent customer care.
Analyse
We monitor real customer conversations, response times, and satisfaction data to uncover where delays or bottlenecks happen. AI turns these insights into clear actions, helping you spot recurring issues before they affect SLAs or CSAT.
Optimise
Together, we refine automations, routing logic, and knowledge bases to shorten wait times, boost first-contact resolution, and improve overall performance across all key support metrics: SLA, FRT, CSAT, and NPS.
Integrations That Matter to Customer Support Teams
From plug-and-play connections to fully custom API integrations.
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.
Integrations That Matter
Connect with 1,000+ apps with no-code required or customize your integrations using our open APIs & low-code platform.
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.
