Best Practice

AI enabling excellence in customer service

From vision to reality: how AI-powered autonomous agents transform and enhance customer experience, leading to improved services, automatised processes and elevated customer satisfaction.

intelligent agents

In the modern business landscape, autonomous agents play a pivotal role in helping companies achieve precise objectives and foster a comprehensive customer service strategy, supporting them specifically in the development of hyper-personalised experiences. These sophisticated agents, built with advanced AI technology, are engineered to be highly adaptable across diverse applications within a multifaceted corporate service ecosystem. They can seamlessly orchestrate and harmonise the input and output of various services, ensuring efficient and cohesive operations. Their design is focused on the realisation of targeted business objectives, catering to both immediate needs and long-term strategic goals, thereby revolutionising the way corporations interact with and respond to customer demands.


Product suggestion for a customer

TamTamy Reply and Sytel Reply have developed and tested an autonomous agent in a real-world scenario, considering a retail environment. Let's imagine a situation where a customer enters a retail shop, sparking a trigger: at this stage, the retailer wants to email her a promotional code for a product that she might potentially be interested in. To implement this use case, we can leverage our intelligent agent. Let's see how to do it.

The three steps

Setup the agent - Provide the agent with a 'personality', a name, a set of restrictions, and, most importantly, a suite of tools capable of delving into various sources: CRM, a product catalogue, a promo strategy, purchase history, and much more.

Define a goal - Through a natural language prompt or any predefined system within the client network, a human can articulate a goal. Similarly, the agent can be activated by the client network through a targeted or parameter-driven prompt.

Execute - The agent will prepare and execute a plan, proceeding step-by-step through a cycle of planning, execution, performance review and optimisation to achieve the goal in the best way.



Ease of use, quick engagement and integration

At the heart of our agent lie four fundamental cornerstones, exemplifying our approach: harnessing the innate potential of natural language during the initial stages. This fosters dynamic real-time interactions to achieve genuine hyper-personalisation, seamless integration with digital ecosystem, prominent commerce and checkout platforms, and empowers the formulation of progressively intricate and nuanced utilisation scenarios

Next-gen customer service

Reach out to explore how AI-powered autonomous agents are revolutionising service quality, automation and satisfaction.


TamTamy Reply is the Reply Group company specialising in the design and implementation of digital communities, social learning platforms, social intranets and digital workplaces. Through its proprietary platform for enterprise social networks, TamTamy Reply supports its customers across different contexts and sectors, from the design of digital communication initiatives, community and content management systems, to the definition of internal communication strategies, and the implementation of launch and employee engagement campaigns.


Sytel Reply, a Reply Group Company, is a specialist in the Telecommunication & Media industry. With over twenty years of expertise, Sytel Reply has been an unwavering ally to top-tier Telco&Media companies, aiding them in navigating new challenges by fusing the latest technological advances with an intricate understanding of their specific business processes. As the landscape has evolved with the introduction of new technologies, shifts in customer behavior, and an expansion of communication channels, Sytel Reply's commitment to providing value to its clients with the highest quality has remained steadfast, surmounting every challenge with dedication.