# AI Customer Service Platform —Resolve Every Issue, Every Channel Your customers hate repeating themselves. Your agents hate juggling five tabs. Both problems end here. +61% Faster Response 100% Response Rate +40% CSAT Improvement 40–80% Automation Rate ## Customer service is a revenue driver — or a revenue leak One bad interaction costs you 33% of your customers. Great CX drives 2.4x more revenue. 80% of customers say experience is as important as products Salesforce State of Connected Customer, 2024 33% of consumers leave after just one bad experience PwC Future of CX, 2024 2.4× more revenue from companies with best-in-class CX Qualtrics XM Institute, 2024 69% of agents say they spend too long searching for info Zendesk CX Trends, 2024 ## The Challenge ## Volume keeps climbing. Budgets don't. 5+ ### Fragmented tools Five systems per agent. One issue, five tabs. 15 min ### Slow response cycles Manual triage and hand-offs. Customers repeat themselves. 24h ### No real-time visibility Supervisors see yesterday's data. Spikes hit before detection. 100+ daily triage decisions ### Manual triage overload Every conversation classified by hand. Doesn't scale. ## How Tactful Delivers Outcomes ## Six outcomes that replace fragmented tools with resolution infrastructure ### Every channel, one workspace, zero tab-switching WhatsApp, email, social, webchat unified with full customer history. ### Route conversations in under 1 second AI classifies language and priority instantly. ### Cut response drafting time by 80% AI drafts replies. Agents review and send in seconds. ### See every queue and agent in real time Live queue depth, agent load, and sentiment spike alerts. ### Escalate with full context — not a blank ticket Escalation carries conversation, AI summary, and next action. ### Create tickets from conversations automatically Tickets inherit the full thread and resolution status. ## A complete resolution journey — under 3 minutes Every step measured, every action governed. Step 1 ### Customer messages on WhatsApp "I was charged twice for my subscription" 3 seconds AI first response Step 2 ### AI classifies the conversation Billing complaint · High priority · English · Returning customer 0.4 seconds classification time Step 3 ### Routes to billing specialist Skills-based matching · SLA-aware · Agent availability checked 12 seconds total routing time Step 4 ### Agent sees full context + AI suggested response Complete conversation history, customer profile, AI-drafted reply ready to send 0 seconds context gathering Step 5 ### Agent resolves with governed action Refund of $29.99 processed through governed action layer · Audit trail created 1 click to execute refund Step 6 ### CSAT survey sent automatically Post-resolution survey triggered · Customer rates experience ★★★★★ customer rating Step 7 ### Ticket auto-created with full resolution log Complete thread, actions taken, resolution outcome, and CSAT score · Zero manual entry Automatic no manual steps Total resolution time: 2 minutes 47 seconds Customer satisfied Ticket closed Audit complete ## See how Tactful handles your customer volume — across every channel. 30-minute personalised walkthrough with your channels, your workflows, and your team structure. ## Unified Thread — Alex P. 3 channels merged · Full context Instagram 2:15 PM Complaint @company my billing is wrong again! This is the 3rd time! Email 2:42 PM Follow-up Subject: Billing Issue — "Following up on my DM..." WhatsApp 3:01 PM Escalation Hi, I messaged on Instagram and emailed about billing. Can someone help? ## AI Context Summary Recurring billing complaint (3rd occurrence). Customer frustrated. Prior interactions: 2 unresolved. Sentiment: negative. Recommended: priority escalation + billing correction. Agent sees full history from all 3 channels · Zero repetition ## Multi-Channel Resolution ### One thread, three channels, zero repetition Instagram, email, and WhatsApp merged into one thread. Full history, any agent. - All channels merged into a single conversation thread - AI summarises prior interactions and sentiment - Agent sees full history, actions taken, and recommended next step ## Intelligent Triage ### Auto-route every conversation to the right team AI classifies language and priority, routes in under a second. - Topic detection: billing, technical, complaint, sales, general - Language detection with auto-routing to multilingual agents - SLA-aware routing ensures time-critical issues first ## Smart Routing Engine AI classification → Priority → Team assignment "My payment didn't go through" Billing EN High Billing Team "How do I reset my password?" Technical EN Medium AI Agent "أريد إلغاء اشتراكي" Cancellation AR High Arabic Retention "Love your product! Any referral program?" Sales EN Low Sales Team 4 messages classified and routed in 0.8 seconds ## AI Self-Service ### Up to 80% of conversations resolved before an agent even opens their inbox Password resets, order status, billing FAQs -- resolved end-to-end by AI so your agents handle only the conversations that need a human. - AI resolves common queries end-to-end with zero hand-off - Seamless escalation to human agent when needed - Up to 80% of conversations handled without human intervention ## The Transformation ### Manual operations vs. CX infrastructure First Response 10 min 12 sec Resolution Rate 60% 94% CSAT Score 3.2/5 4.7/5 Automation Rate Manual up to 80% AI ## The business case for resolution infrastructure 80% cost reduction Cost Per Resolution ### $15/ticket down to $3/resolution $15/ticket→$3/resolution=80% saved Illustrative model — actual results vary 3× more conversations Agent Productivity ### Agents handle 3× more conversations AI drafts + Auto-route = 3× output Illustrative model — actual results vary 2.4× more revenue Customer Retention ### Best-in-class CX drives 2.4× revenue +40% CSAT → Retention = 2.4× revenue Illustrative model — actual results vary ## See Tactful in action for your team 30-minute walkthrough with your channels, your ticket workflows, and your SLAs. No slides, no pressure. - Your channels unified live - AI resolving your top queries - SLA dashboard with your targets