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Tactful is an AI-powered system for omnichannel communication that aims to increase customer engagement, satisfaction, and revenue. The tool’s core features include unified inbox, queue management, reporting, ticketing, and an Omni Automate AI chatbot. The unified inbox feature allows for easy customer engagement across multiple channels with effortless channel switching while maintaining conversation continuity. The queue management and routing feature work to ensure inquiries reach the correct agents and provide expedited support based on priority. Reporting metrics encompass interaction details, response times, handling durations, missed connections, top performers, and detailed agent analytics which help identify areas for improvement. The tool’s AI chatbot, Omni Automate, is designed to streamline customer interactions by rapidly responding to routine inquiries and freeing up agent time to focus on high-value customer interactions. Uptime, secure accessibility, improved customer service, centralized information sharing, and issue resolution benefit from these features. Tactful’s tool offers a platform where customer service agents can deliver consistent and personalized experiences across channels, ensuring customer satisfaction and fostering a more streamlined and efficient approach to customer service.
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