This is the second part of our series on the future of marketing automation with AI agents. In Part 1, we focused on the back office: how autonomous agents take on the operational work that keeps campaigns moving.

In Part 2, we’re moving to the front line: where customers are actually talking to you.

Because if operations is where marketing work happens, engagement is where marketing value is created.

Marketing teams are drowning in conversations

Customer engagement in 2025 doesn’t look like a simple funnel. It’s a messy web of:

• DMs on Instagram, TikTok, and Facebook
  
• Comments on organic posts and ads
  
• Emails, SMS replies, and chat widgets
  
• Conversations you are not even a direct part of, such as reviews, Reddit posts, etc

All from customers who expect answers in minutes, at any hour.

Marketers are already juggling 12–20 tools in a typical stack, and fragmented systems make it hard to deliver a consistent experience. The result is familiar: social teams working late “just catching up on DMs,” growth teams copying emails and phone numbers into CRMs, high-intent comments going unanswered, and chatbots that technically “reply” but can’t flex to your brand voice, your offers, or your stack.

The gap between the experiences you’d like to deliver and the ones you actually can isn’t a creativity problem. It’s the reality that most “automation” stops at sending a message or firing an alert, instead of driving the whole outcome.

From chatbots to autonomous engagement agents

Most marketers have already experimented with conversational tools: a FAQ bot on the website, a basic DM responder, a form-based flow for lead capture. They help at the margins, but they don’t really understand your goals, respect your commercial guardrails, use your real data, or update your downstream systems.

Autonomous engagement agents are different.

A Tildei AI agent behaves like a software teammate. It perceives what’s happening across channels, reasons using your goals, rules, knowledge and brand voice, and then acts to move a conversation toward an outcome: reply sent, email captured, appointment booked, purchase completed.

You give it a clear objective (“book qualified appointments from DMs”, “capture email + SMS from high-intent visitors”) and a few guardrails. The agent listens, responds, updates profiles and pushes the workflow to completion, not just the first reply.

Engagement use cases: from trigger to outcome

Just like in operations, Tildei’s engagement agents follow the same backbone:

Trigger → Agentic resources → Outcome

Below, we cover how it plays out in external, customer-facing journeys. 

1. Conversation Management – always-on, on-brand replies

Take a real example from Big SNOW, the indoor ski resort we work with (you can dive deeper in their case study). Their inbox was full of questions like:

“Which ticket do I need for Park After Dark tonight? Is it included in my Snow Day ticket?”

With Tildei’s Conversation Management agent in place, that now looks like:

• A guest sends a DM on Instagram or Messenger
  
• The agent pulls from Big SNOW’s knowledge graph (tickets, events like Park After Dark, policies) plus their brand voice and guardrails
  
• It then replies instantly, on-brand:  “Great question! Park After Dark isn’t included in a standard Snow Day ticket, but you can add it on for tonight’s session. Want me to send you the link to the right pass?”

The experience feels like a human conversation with someone who knows the product inside-out, but it’s handled end-to-end by the agent.

2. Appointment Booking – from DM to calendar, no handoffs

A different conversation:

“Can I talk to someone about getting a fitting / demo / consultation?”

Usually, this triggers a messy back-and-forth about time zones, availability and links. Somewhere between “Does Tuesday work?” and “Here’s my calendar,” you lose the lead.

In the Appointment Booking use case, your engagement agent:

• Detects that the intent is to book time.
  
• Checks your rules and systems (who can take the meeting, which calendar to use, which slots to expose).
  
• Offers a small set of options that fit your constraints.
  
• Confirms the booking, sends a confirmation message and writes everything back to your tools.

No one on the team has to touch the process, but the customer experiences a smooth, human-like interaction.

3. Email/SMS Capture – turning conversations into subscriptions

You’re running a seasonal promotion. A prospect DMs: “I’m looking for a backpack. Any good deals?”

Your engagement agent doesn’t just answer the question; it uses the moment to grow your list:

• It responds with the current offer and a relevant product suggestion.
  
• It checks your success criteria (“grow email and SMS subscribers from high-intent conversations”).
  
• It follows up: “We’re also giving an extra 10% off your first purchase if you join our newsletter. Want me to send you a code?”
  
• When the customer says yes and shares their email/phone, the agent:
  
  • Validates the details and confirms consent
    
  • Updates the CRM and marketing platforms
    
  • Adds them to the right welcome / promo journey
    
  • Confirms back in the DM with the discount code

What used to be a one-off DM about a discount becomes a clean, consented subscriber, with zero manual copying, tagging, or list maintenance from your team.

4. Shopping Concierge – a product expert in every DM

Now imagine a higher-consideration purchase:

“I have questions about these two watch models. Why is one more expensive?”

Your engagement agent acts like a knowledgeable store associate:

• Pulls product knowledge (features, specs, pricing)
  
• Answers follow-up questions clearly and confidently
  
• Handles logistics (“Do you ship to Spain?” → checks policies and responds)
  
• Switches language when needed
  
• Nudges the customer toward checkout when they’re ready

This isn’t a “chatbot script”. It’s a guided conversation aiming at a real commercial outcome.

5. Social Conversation Responses & Analysis – comments that turn into campaigns

Your brand posts a new product photo on Instagram. Among the comments:

“Love the launch and the old-school flavours. I’d love to try this on my channel. Where are you sold?”

Here’s what your engagement agent does:

• Replies in the comments with where to buy
  
• Analyses the commenter’s profile (reach, relevance, past interactions)
  
• Flags them as a potential influencer
  
• Sends a follow-up DM offering a sample pack
  
• Logs the opportunity and reports on how many similar profiles it found this week

What used to be “just community management” becomes systematic opportunity capture.

Why Tildei for engagement?

So why layer agents like this on top of your existing channels instead of adding yet another chatbot or point solution?

1. One agentic backbone across ops and engagement

Your customer doesn’t care which team “owns” the interaction. With Tildei, the same agentic layer that powers social listening, profile enrichment and reporting on the operations side is also handling inbox replies, appointment booking, email/SMS capture and comment-to-DM flows.

You get one coherent system that connects signals, decisions and actions across both internal operations and external engagement, which is how you truly build powerful marketing agents and activate them everywhere, not just in one channel at a time.

2. Brand-safe, outcome-driven conversations

Tildei agents are wired into your brand voice, your guardrails and your definitions of success. They know what “good” looks like, whether that’s a booked call, a qualified lead, a completed order or a published review, and they steer conversations in that direction without going off-script or off-brand.

Every interaction is judged on business impact, not just “responses sent”.

3. Fast path to visible impact

You don’t need a massive replatforming to get started. Most teams begin with one or two high-impact use cases, for instance, handling the majority of Instagram DMs, booking qualified appointments directly from social, or capturing emails from high-intent conversations.

From there, you can expand as you see results, mirroring the same Day 1 / Day 30 / Day 60 journey you followed on the operations side.

Build powerful marketing agents. Activate them everywhere.

Marketing automation started as scheduling emails and deploying basic chatbots.

Now, you can delegate entire conversations, from first DM to booked appointment, from comment to conversion, to AI agents that think and act like seasoned members of your team.

In Part 1, we showed how those agents take on the operational busywork.

In this Part 2, you’ve seen how they show up on the front line as 24/7 brand ambassadors across DMs, comments and conversations.

That’s the future we’re building at Tildei: Build powerful marketing agents. Activate them everywhere.

If you’re ready for your customer engagement to move from reactive to autonomous, without ripping out your stack, let’s talk about what your first engagement agent could do. Book a demo here.

We’re excited to share that Tildei has been recognized by Built In as one of the 2026 Best Places to Work.

Now in its eighth year, Built In’s Best Places to Work program celebrates the companies shaping the future of work. In a rapidly evolving AI-first job market, recognition as a Best Place to Work helps employers stand out as trusted brands when candidates turn to tools like ChatGPT and Google AI Overviews to research where to work next.

“Today’s candidates discover the companies they want to work for using AI tools,” said Maria Christopoulos Katris, Founder & CEO of Built In. “Earning a Best Place to Work award not only signals to candidates that you invest in your people, it’s a lever to strengthen how AI search tools understand and represent your company’s story.”

Why this matters to us

At Tildei, we are shaping the future of marketing. Our powerful AI marketing agents can be activated across channels and tools — not as a bolt-on, but as a real layer of execution that connects to your existing marketing stack. The goal is simple: remove friction, reduce busywork, and help teams move faster without losing what makes a brand distinct. See how Tildei AI agents are transforming marketing operations in our latest blog post. 

The culture behind the product

This award is a lovely moment, but it’s really a reflection of what it takes to build agentic systems that are trustworthy, useful, and genuinely adopted.

At Tildei, that looks like:

💪 Grit: When challenges arise, persist and finish strong.

🎯 Relevance: Focus relentlessly on what matters most now.

✨ Simplicity: If something can be simplified, simplify it.

🤝 Honesty: Speak the truth and act with integrity.

Mark Ghermezian (CEO):“We’re building marketing agents that help teams execute with speed and confidence across their entire stack. That only works if we build Tildei the same way, with a culture that empowers people to do deep, thoughtful work, and a mission that keeps us aligned as we scale.”

A team win (literally)

Because this recognition isn’t about a badge: it’s about the people building Tildei.

Want to join us?

While we’re taking a moment to celebrate, we know this is just the beginning. Tildei is growing: our AI marketing agents are helping more brands every day, and our roadmap is full of exciting challenges to tackle next. And we want more great people to join us on this journey! If our mission and culture sound like a fit for you, we’d love to talk.

Explore careers at Tildei to see our open roles, and learn what we’re building to understand how our marketing automation technology is changing the game. Here’s to an amazing 2026, and to keeping Tildei one of the best places to work for years to come!

This is the first part of a two-part series on how Tildei’s AI agents transform marketing. We’re starting behind the scenes, with the workflows and operations that keep campaigns moving.

Most marketing teams aren’t held back by a lack of ideas. They are held back by the work required to execute them.

Marketing teams are drowning in busywork

In 2025, this is the marketing reality: marketers are juggling 12–20 tools in a typical stack, yet most teams still struggle to integrate data across systems. Many spend hours every week checking data quality, reconciling spreadsheets, and chasing updates. Despite the AI hype, only a small minority actually use AI to automate workflows end-to-end, the kind of automation that really changes the workload.

At the same time, complexity keeps rising:

• Dozens of channels to monitor
  
• Siloed partners and platforms
  
• Intake requests via email, Slack, forms, and meetings
  
• Leadership asking in every QBR: “So… how are we leveraging AI to be more efficient?”

The gap between what marketers could do and what actually gets done is a workflow problem, not a creativity problem.

A very 2025 marketing operations day (and why it needs to change)

Picture a typical day in your team:

• Your lifecycle marketer is exporting last week’s email performance into a CSV, pulling in Google Analytics, and highlighting trends so the content team can “quickly” see what’s working.
  
• Support closes a ticket where a customer mentions it’s their anniversary next Thursday: that nugget of context dies in the help desk instead of flowing into marketing.
  
• Meanwhile, a detailed Reddit post about your product, full of praise, concerns, and language you wish you’d thought of, slides by unnoticed because no one has time for social listening today.

Each of these moments could have sparked a smarter campaign, tighter messaging, or a better customer experience. Instead, they become missed opportunities because teams are buried in manual coordination.

Now imagine the same day with an AI marketing agent quietly running in the background:

• The second that Reddit post appears, your AI agent runs sentiment analysis, extracts key concerns, maps them to your goals, and drops a short briefing into your #marketing channel:
  “Customer anxiety around packaging; consider unboxing content to clarify expectations.”
  
• When the anniversary-related support ticket closes, the agent parses the message, captures “anniversary next Thursday,” and updates the customer’s profile in Braze, Attentive, Salesforce Marketing Cloud, wherever you market. It then queues them for a timely, personalized offer.
  
• Weekly performance reports? The agent compiles, formats, and sends them every Monday morning without anyone exporting a single CSV.

Same tools, same data, but now the orchestration isn’t sitting on your team’s shoulders.

That’s the shift from manual marketing operations to autonomous marketing operations.

What autonomous marketing agents actually are (and aren’t)

An autonomous marketing agent is not just another chatbot. It’s not a set of rigid rules that break every time something unexpected happens.

A Tildei AI agent is a software teammate that can:

• Perceive what’s happening across your channels, systems, and data streams
  
• Reason using your goals, rules, and brand knowledge
  
• Act to move a workflow forward, without a human nudging every step

Give it a goal and some guardrails, and it breaks the work into subtasks: monitor signals, analyze, update profiles, trigger campaigns, generate reports. It keeps going until the objective is reached, or until a human chooses to step in.

In this series, we’ll look at these agents both as always-on marketing-ops teammates and as brand ambassadors in customer-facing journeys. In Part 1, we’re focused on the former: how they support internal marketing operations day in, day out.

From triggers to outcomes: the core marketing operations use cases

1. Customer Sentiment Analysis – from social signal to action

A social post appears, say, a detailed Reddit thread. A traditional tool might flag it or send an email alert, then it waits.

A Tildei Operational Agent:

• Detects the new post
  
• Analyzes sentiment and extracts key themes (e.g. concerns about packaging)
  
• Cross-checks your rules (e.g. “flag packaging issues,” “prioritize high-value or high-reach users”)
  
• Generates a concise insight report
  
• Pushes it into the right internal channel (Slack, email, task tool)
  
• Optionally creates a ticket or adds it directly to your campaign backlog

No one had to be “on Reddit duty”. The signal is captured, interpreted, and turned into next steps, end to end.

2. Post-Support Progressive Profiling – connecting CX to marketing

Support closes a ticket:

“Can my order get to Columbus by Thursday? It’s my anniversary and I don’t want it to be late.”

Traditionally, that context lives and dies in the help desk. If you’re lucky, someone adds a note to the CRM.

With Tildei, the agent:

• Reads the closing conversation
  
• Extracts the relevant details (anniversary, date, location)
  
• Writes them into the customer’s profile across your marketing platforms
  
• Can automatically queue them for a future anniversary-related campaign or a one-off surprise

You’ve just converted a one-off service interaction into durable, usable marketing intelligence.

3. Social Listening & Opportunity Identification – turning noise into ideas

Think of posts like:

“How would you feel if you received flowers in a box?”

A Tildei AI agent doesn’t just classify this as “neutral” or “question”. It:

• Reads the full conversation
  
• Identifies the underlying anxiety (“will this feel special enough?”)
  
• Writes a mini-report under “Identified opportunities” (e.g. Expectation gap → show unboxing and packaging in content)
  
• Routes this directly to the brand or content owner
  

Instead of someone trawling forums for hours, your agent continuously scans, summarizes, and surfaces specific ideas your team can act on.

4. Conversation Analysis & Product Feedback – catching moments of delight

A customer says:

“My wife just received her gift and it was right on time. She absolutely loved them, I’ll have to get her more soon!”

The Tildei AI agent:

• Detects positive sentiment and purchase intent
  
• Reconciles that with the customer’s history
  
• Triggers a review request or an upsell journey at exactly the right moment, via the channel that works best for that person

Your team doesn’t need to read every transcript, the agent spots the moment and acts.

Across all these, it’s the same backbone: from trigger → reasoning → outcome.

Why Tildei?

So why choose Tildei instead of just adding another tool to an already crowded stack?

Because Tildei isn’t “one more tool”, it’s the agent layer that sits on top of the tools you already use.

• Cross-stack intelligence
  Agents tap into your CRM, help desk, analytics, marketing platforms, and internal documents. No more copy-paste or CSV gymnastics.
  
• True workflow automation
  Tildei doesn’t stop at alerts. It carries the work from trigger to completed action: updated profiles, generated reports, launched journeys. Your team reviews, adjusts, and steers, but doesn’t have to push every button.
  

Fast path to value
You don’t need a year-long AI project.

You start small, prove value quickly, and scale up what works.

Build powerful marketing agents. Activate them everywhere.

Marketing automation started as “send emails on a schedule”.

We’re now at the point where you can delegate entire workflows to AI agents that think and act like experienced members of your team, across operations and engagement, on top of the stack you already have.

When operations start to run themselves, your team can focus on what really matters: shaping great customer journeys. In Part 2, we’ll flip the lens and show how the same AI agents work on the front line as always-on brand ambassadors.

That’s the future we’re building at Tildei:

Build powerful marketing agents. Activate them everywhere.

If you’re ready for your marketing operations to move from manual to autonomous, without ripping out your stack, let’s talk about what your first agent could do. Book a demo here. 

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After spending years building enterprise marketing platforms like Braze, I've had countless conversations with marketing teams. The story is always the same: you're drowning in complexity while trying to deliver exceptional customer experiences.

You integrate SDKs, set up custom event tracking, wrestle with data silos, and spend more time managing systems than creating meaningful connections with your customers. Sound familiar?

When I left Braze, I couldn't shake one persistent question: What is the next generation marketing platform?

Other solutions focus on automating journey builders or customer segments, but that completely misses the fundamental problem I kept seeing. The real challenge is that there's no marketing system of record to ensure consistency at scale.

Your brand data should be your competitive moat, but instead it's working against you. The answer is creating an intelligent system that understands the relationships between your products, your brand voice, your customer preferences, and your business objectives. It’s a source of truth for your brand information that's activated and ready to power every customer interaction.

The Scattered Brand Knowledge Problem

Here's what I observed across hundreds of global brands: your most valuable asset – your brand knowledge – is scattered across dozens of disconnected systems. Product catalogs live in Shopify, Magento, or Salesforce Commerce Cloud; brand guidelines sit in Google Drive or Notion; customer data is trapped in CDPs like Segment or mParticle; while campaign insights remain siloed in platforms like HubSpot, Salesforce, or Braze. Add data lakes, Slack conversations, and various workflow tools to the mix, and you have a fragmentation nightmare.

This problem compounds when you factor in global teams. Your New York headquarters might use different systems than your London office, while your APAC team operates with entirely separate tools. Marketing teams spend countless hours not just hunting for information that should be at their fingertips, but trying to reconcile conflicting data across regions and platforms.

Take a brand like Sephora. They have thousands of product SKUs, ingredient information, brand partnerships, customer reviews, beauty tutorials, and individual customer preferences spread across dozens of systems.

Now multiply that complexity across their global operations and the challenge becomes maintaining consistent brand expertise at scale across every market. When a customer in Toronto asks about a foundation shade match or someone in London wants skincare recommendations, that response should instantly draw from all relevant brand knowledge and local cultural trends, not just what happens to be in the marketing automation platform. The real challenge is ensuring every customer interaction worldwide reflects the same level of brand intelligence and cultural awareness.

The Knowledge Graph Solution

This is where my thesis crystallized: what if we could bring all of this brand data together into a unified knowledge graph? Not just another database, but a dynamic system that maps the connections between your inventory, marketing campaigns, customer insights, and brand guidelines.

Think of it as a CDP for your brand information – but one that's activated and ready to power customer communications across every touchpoint.

This knowledge graph becomes the source of truth for your brand, enabling AI-powered systems to access all relevant information when engaging with customers. It powers AI agents to engage in authentic conversations with your customers, backed by the full depth of your brand intelligence and built with trust and security at its core.

Here's how we ensure that trust: every agent response goes through multiple validation checkpoints before reaching customers. 

• Each message is verified to genuinely help the customer and advance the conversation productively. 
• The tone and wording are checked against your brand guidelines, ensuring every message sounds authentically like your brand. 
• Most importantly, every fact must come directly from your knowledge base with full citations available.

The result is a trusted marketing intelligence system that knows your brand as well as your best team members and can respond to thousands of customers simultaneously. Rather than rigid workflows, it fluidly determines the best message for each conversation by drawing from the entirety of your brand knowledge and the specific goals you've set as a marketer.

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Starting with Social, Scaling to Everything

We launched in a place that might surprise you: social channels. Why? Because that's where authentic, real-time customer conversations are happening right now. Our AI-driven social responses help your teams scale these interactions without losing the personal touch that makes them effective.

But our vision extends far beyond social media. We're building the marketing operating system of the future, where your knowledge graph serves as the single source of truth for all brand intelligence. We're launching SMS, we're launching web experiences, and our vision is that this system of record will one day power all customer communications. 

Our roadmap is deep—we're starting with customer communications, but we're already thinking about how this unified intelligence can transform internal reporting, experience optimization, and even integrate into platforms like Braze to enhance their capabilities.

This isn't just about better customer conversations. It's about creating the foundational infrastructure that makes your entire marketing organization more intelligent and responsive.

From Complex Integrations to Intelligent Activation

The future of marketing isn't about mastering increasingly complex tools or building more elaborate journey maps. It's about creating intelligent systems that understand your brand deeply and activate that knowledge seamlessly across every customer interaction.

This isn't a distant dream - it's what we're building today.

We would love to partner with you to build your brands knowledge graph. You can schedule a time with my team and I here.

After launching on WhatsApp, we always knew Instagram would be our next frontier. It’s where your customers are - 2 Billion of them to be exact - making it the preeminent channel for discovery. We’ve all bought something we’ve been targeted for, and it’s a channel craving automated AI-powered marketing messages — seriously!

Why We’ve Added Instagram DM for Business

Your Instagram following is an untapped goldmine. Today, most brands are missing out on the countless opportunities in their Instagram DMs. Messages are managed manually, with automated bots, or often not at all. Customers are left waiting for replies or feel discouraged after not getting the information they need.

But Instagram DMs are one of the most used feature in the app, with 375M monthly users. The CEO of Instagram said it himself that “Friends post a lot more to stories and send a lot more DMs than they post to Feed.”

Instagram is a marketing channel ripe for transformation. Untapped, unsaturated, and underutilized, it’s a channel in dire need of modern messaging tools.

Instead of your customers waiting hours or even days for a reply, with automation, they’ll be able to communicate with your brand in real-time.

And rather than a basic, narrow-focused chatbot replying, your AI-agent will engage with  customers, answering their questions, finding them the products and services they want, and helping them complete a conversion all within minutes.

You’ll be able to foster the growth of a brand new audience with built-in tools that launch direct message conversations through the actions your customers take everyday: replying to stories, commenting on posts, and sending messages.

Instagram DM for Business Powered by Tildei AI Agents - How it works

Your Customers Start Conversations with Your Brand‍

Replying to Stories

500 million users watch stories every day and they spend an average of 20 minutes a day watching them. Stories offer an exciting new way to start a conversation with your brand. As your followers tap through your Story see updates from your business, they can reply to it and instantly begin a chat. CTA’s like “Reply with ⭐ to get early access” will entice engagement and give them a reason to engage. When you followers respond with questions like “How can I buy that”, your AI agent will automatically reply with a link to the item, answer any additional questions, and lead them to making a purchase.

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Commenting on a Post

When a user comments on a post by your brand, you can use it as a trigger for the start of a conversation. Including language like “Comment Vacation to get entered into our vacation giveaway” gives them a reason to comment. And from the comment, you can launch a conversation with them in Instagram DM.

Sending a Message from Your Brand Profile

The most traditional way, your customers can start a conversation with your brand by tapping the ‘Message’ button on your business profile page.

Through Ads

Ads on Instagram both in the Feed and on Stories can include a CTA to start a conversation. Tapping the button, the customer is automatically taken to a conversation with your brand.

The AI Agent Responds with Your Brand Voice and In Context

With Tildei, your brand will have your own unique AI Agent trained on your brand guidelines and  knowledge. From day one, it evolves with the questions asked and the additional information you load into it. Training your agent happens with clicks not code and in days not months.

Your AI agent is also supported by specific campaigns and conversations built by you. Let’s say you have a specific promotion or product that you want to spotlight, or there are specific data points you want to gather. For these more definitive experiences, you can define the flow. If a customer messages with something outside of the defined path, the AI agent jumps back in to handle the request.

Re-market to Your Fast Growing Audience

Now that you’ve begun to harness your large, captive Instagram DM audience, you’re ready to continue the experience. The conversation doesn’t have to stop after their initial inquiry. Reach your Instagram followers directly and at scale with exclusive updates, deals, and releases. The AI Agent will shape the conversation in context to what that user has messaged previously and their specific interests.

Why We’re Big on Instagram DM for Business

For far too long, customer messages have gone unread in Instagram DM inboxes. It’s frustrating for your shoppers, guests, and followers while it also requires a big lift for your teams. Our mission is to elevate marketers and empower customers, and opening up access to marketing on Instagram DM is the next step on our journey. We will help you turn your DMs into revenue with our conversational AI platform.

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Turn DMs, chats, and website conversations into confirmed appointments. Automate the appointment lifecycle: scheduling, confirmations, reminders, updates, and follow-ups.

The best kind of “fast” feels like great service

When someone asks “Can I book?”, they’re not looking for a process: they’re looking for confidence and a quick yes. Imagine a customer wants to book a facial for next week, or a couple asks for a 20-minute travel consultation, or a homeowner inquires about a design studio appointment for a kitchen layout. If the answer is immediate and the appointment gets confirmed in the same conversation, it doesn’t feel like automation at all. It feels like a brand that’s on it and delivering great service at lightning speed. That’s what AI appointment scheduling should achieve. Not a generic “Here’s a link, go book yourself,” but an agent that smoothly guides the conversation to a confirmed time slot, and updates everything behind the scenes without missing a beat.

AI appointment scheduling isn’t “just a booking link”

Traditional booking links are helpful right up until the customer has nuance in their request. At that point, a one-size-fits-all link falls short:

• Beauty: “Is this facial okay for sensitive skin? Also, do you have a female therapist available?”
• Travel: “We can only do evenings, also, we need visa guidance for our trip.”
• Design studio: “We want to bring measurements. Do you have a 90-minute slot available for a consultation?”

The moment scheduling isn’t a simple click, a static link leads to back-and-forth emails or messages. And back-and-forth often leads to drop-off and lost bookings. An agentic AI scheduling approach keeps the customer in one seamless flow. It can clarify what’s needed, propose valid options, confirm the appointment, and then automatically update your systems. All in one conversation.

The appointment lifecycle (what most teams actually struggle with)

Appointments aren’t a single point in time: they’re a lifecycle that involves multiple steps and handoffs. Consider all five stages:

1. Inquiry: The customer asks to book (via DM, chat, SMS, WhatsApp, email, etc.).
2. Qualification: Determine what they need: which service, which location or staff, how long, any special constraints or preferences.
3. Scheduling: Offer a small set of valid time slots based on real availability and your rules (e.g. appropriate staff, service durations, prep time).
4. Pre-visit: Send confirmation details, prep instructions, and reminders. Make rescheduling or canceling easy if needed.
5. Post-visit: Follow up with next steps or thank-yous, update the CRM with what happened, and attribute the appointment to the right campaign or source.

Most scheduling tools only optimize step 3 (the booking itself). The real value, however, comes from handling steps 1–5 seamlessly, without making your team the glue that holds the process together.

What the AI Appointment Scheduling Agent does (in 60 seconds)

A Tildei AI Appointment Scheduling Agent can handle the entire booking journey in about a minute. Here’s what it does:

• Detects booking intent: It recognizes phrases like “Can I book a facial?”, “Can we schedule a travel consult?”, or “Can I book a design appointment?” and immediately kicks into scheduling mode.

• Asks the right questions (only when needed): If details are missing, the agent asks just enough to clarify. For example, in beauty it might ask which treatment or therapist preference; in travel it could ask about trip type or dates; in a design inquiry it might ask about project scope or location. It keeps this Q&A light and relevant.
• Checks real-time availability: Next, it connects to your calendar or booking system to find open slots that fit the request and your rules. It only proposes slots that are truly available and appropriate (e.g. correct service duration, right staff or resource).
• Confirms the booking and follows through: Once the customer picks a slot, the agent confirms the appointment instantly. It sends a confirmation message right in the chat (and via email/SMS if needed), blocks the time on the calendar, updates your CRM or booking system with all the details, and even triggers any necessary reminder workflows.
• Manages changes: If the customer needs to reschedule or cancel, the agent can handle that too, within your defined guardrails. And if something falls outside the norm (like a very complex request), it knows when to hand off to a human, providing your staff with all the context gathered so far.

To visualise what happens in the background, watch some AI agent magic in this video. 

How it works (the simple backbone)

Every AI-driven booking follows a basic flow under the hood:

Trigger: It all starts when a customer expresses booking intent. For example:

• “Can I book a hydrafacial this week?” (Beauty/spa inquiry)
• “We need help planning our honeymoon, when can we talk?” (Travel consultation inquiry)
• “Can we schedule a showroom appointment for a kitchen redesign?” (Design studio inquiry)

Whenever the agent hears a request like that, it’s triggered to assist. 

Agentic resources: The agent references a tailored set of resources to handle the request correctly. This includes:

• Your booking goals: e.g. maybe you want to prioritize scheduling high-value consultations or fill up slower days first.
• Your rules: what to ask and not ask, what times or staff to offer, when to automatically book vs. when to involve a human.
• Live availability data: a connection to the right calendars or scheduling system for that service/person/location, so it never offers a slot that’s actually booked.
• Service knowledge: understanding of each service’s duration, any prep or follow-up needed, and policies (e.g. cancellation rules, requirements like “no retinol a day before a facial”).
• System connections: integrations with your scheduling tools, CRM, marketing automation, etc., so that all actions (booking, updating records, sending emails) happen instantly and consistently.

Outcome: The result is a confirmed appointment plus all the trimmings:

• The appointment is booked and recorded in your scheduling system (calendar is blocked, meeting link generated if virtual, etc.).
• A confirmation is sent with key details (date/time, location or video link, prep instructions, cancellation policy).
• Your CRM and other systems get updated with the context (what service, which channel it came from, any noted preferences).
• Reminders are queued up to go out at the right times, and follow-up journeys (like post-visit thank you or feedback requests) are triggered.
• Your team can be notified as needed with the right context (so staff knows who is coming in and what for without digging for details).

Everything happens in seconds, and your team doesn’t have to lift a finger or copy-paste a single detail.

Benefits of an AI scheduling agent 

An AI scheduling agent doesn’t just save time, it improves the experience for everyone involved. Here’s how:

For customers:

• Instant replies, even after hours: No waiting until tomorrow for a response, they get the info and booking confirmation right away, day or night.
• Fewer steps: The entire booking happens in the same conversation. They don’t have to click a link and navigate a form or play phone tag; the chat is the booking flow.
• More confidence: The agent provides clear confirmation, sends reminders, and makes rescheduling easy. Customers feel taken care of and are less likely to forget or no-show.

For the brand/business:

• More appointments from the same traffic: Every inbound message or inquiry can convert into a booking on the spot, even if it’s off-hours. You capture demand that might otherwise slip away.
• Cleaner attribution and better data: Because the agent ties the booking back to the source (e.g. which ad or social post led to the inquiry, what service they’re interested in), you get complete data in your CRM. No more guessing which campaigns actually drove appointments.
• Campaigns that convert instead of creating work: Say you promote a seasonal facial special or a free travel consultation in a campaign. Instead of your marketing team ending up with a flood of DMs and emails to sift through, the agent handles the surge of interest automatically. Customers book themselves, and your team isn’t left with an “inbox debt” after a successful campaign.

For your team (the simplest story):

• No more calendar Tetris: Your staff can stop juggling schedules, sending “does this time work?” emails, and updating calendars. That tedious coordination is off their plate.
• Focus on delivering, not admin: With scheduling taken care of, your team spends time on what truly matters : delivering the service (beauty treatment, travel advice, design expertise), instead of being part-time schedulers.

Common pitfalls (and how the agent handles them)

Even with great tools, scheduling has some classic pitfalls. Here’s how an AI scheduling agent preempts them:

• No-shows: Beauty appointments, travel consults, and design meetings can all suffer when people simply forget or get busy. 

Agent solution: send a confirmation immediately, then smart reminders as the date approaches. If the customer needs to reschedule, it’s as easy as replying to the agent – no friction, so they’re less likely to ghost you.

• Complex edge cases: What about special situations? A spa client has allergies or needs a pregnancy-safe option. A travel client has an urgent visa deadline or a multi-city itinerary. A design project involves multiple decision-makers or a home visit.
  
  Agent solution: you set guardrails for these scenarios. The agent knows when to gather more info, when to stick to strict rules, and when to handoff to a human. If it does escalate, it passes along everything it learned (e.g. “Client is interested in X, has Y constraint”) so your team can jump in seamlessly.
  
  
• Wrong slot or wrong person: Sometimes a customer might accidentally book the wrong type of appointment, with an unavailable specialist, or for an inadequate duration.
  
  Agent solution: rule-based scheduling prevents this. The agent only offers slots that match the service type, with the appropriate staff and correct duration, and it double-checks with real-time availability. The result is right first time bookings that don’t need reworking.

Short FAQ

• Q: Appointment scheduling vs appointment booking: what’s the difference?
  A: “Booking” is just the moment of confirmation (picking a time and slot). “Scheduling” is the entire lifecycle around that booking: everything before and after the actual time slot. The AI agent handles the full schedule: from initial inquiry and qualification through to confirmation, reminders, and follow-up, not just the booking itself.
  
  
• Q: Can it work across Instagram DMs, WhatsApp, SMS, and website chat?
  A: Yes. Wherever your customers ask “Can I book?” – whether it’s a social media DM, a text message, or your live chat – the agent can jump in on that channel and guide them to a confirmed appointment without missing a step.
  
  
• Q: How do we keep it on-brand and compliant?
  A: You set the tone and rules. The agent is configured with your brand’s voice and follows your guidelines for what it can say or do. It also knows when not to automate (for example, you might require human approval for VIP clients or certain requests). This way, every interaction stays on-brand and meets any compliance requirements you have.
  
  
• Q: What happens when a request is too complicated?
  A: If the agent encounters a request that goes beyond its scope or rules, it will smoothly escalate to a human teammate. Importantly, it doesn’t just drop the ball, it transfers the conversation with full context (what the customer wants, what’s been asked and answered so far, etc.), so your team member can pick up without missing a beat.
  
  
• Q: Does it update our CRM and other systems automatically?
  A: Absolutely. The agent logs the appointment and any relevant details into your systems instantly. That means no manual data entry for your team and no forgotten notes. Your CRM, calendar, and marketing tools will all reflect the new appointment and any insights (like service type or source channel) in real time.

Ready to turn “Can I book?” into confirmed – automatically?

If you already have people reaching out asking to book, an AI scheduling agent is one of the fastest ways to boost both customer experience and your team’s efficiency. You’ll get more confirmed appointments from the same inquiries, fewer no-shows thanks to smart follow-ups, and a lot less admin work bogging down your staff. 

Ready to see it in action? Book a demo to watch an AI scheduling agent turn “Can I book?” into a confirmed appointment in minutes.

Goal

Reduce social media management workload while keeping and improving response speed in Big SNOW’s brand voice, ultimately nudging more guests toward a visit.

Solution

Tildei connected 49 knowledge sources into a live Knowledge Graph and trained a generative Social Media agent. The agent now answers DMs and comments in real time, routes sensitive threads, and stays on-brand across organic and paid.

Impact

• 8s Median Response Time

From 5–8 minutes down to 8 seconds, Big SNOW now engages guests instantly, consistently, and capitalizes on opportunities across channels. 

• 94% Conversations Resolved

Most threads end without handoff. Guests get closure fast; the team avoids back-and-forth and stays focused on growth.

• 54% Messages Handled Autonomously

Over half of all DMs on Instagram and Messenger are now managed by Tildei’s AI, freeing the marketing team to focus on growth, not inboxes.

Challenge

Big SNOW is North America’s first and only indoor, real-snow, year-round ski and snow resort. With signature events like Park After Dark and Moguls, their Instagram and Messenger inboxes never sleep: “How do I book?”, “Which ticket do I need?”, “What time are you open?”, “Is this event included?”. You know the drill.

In summer 2025, Big SNOW teamed up with Tildei so an on-brand Social Media AI agent could not only handle common questions but also read intent and keep the conversation going, nudging interested guests toward purchase across comments and DMs.

Solution 

Tildei integrated 49 knowledge sources, such as ticketing, passes, events, policies, and more, into a living Knowledge Graph, then trained a Social Media AI agent on Big SNOW’s voice and goals.

How we set it up:

• Read-only calibration (1–2 weeks): Tildei connected social accounts, captured live conversations, mapped knowledge gaps, and generated content recommendations.

• Brand-voice modeling: Tildei’s AI agent learned Big SNOW’s casual, approachable style and replicated it consistently, with no copy/paste, just on-brand responses.

• Feedback loop: Test → measure → iterate to tighten answers and expand coverage.

Since the initial setup, the Tildei AI agent has been engaging Big SNOW’s audiences in real time, finding opportunities, and nurturing leads and customers. 

What Big SNOW’s guests see is simple: when they DM or comment, the agent replies in seconds with clear, on-brand answers. If a thread needs privacy or links, it moves the chat to DMs with a natural handoff message. The agent works across organic DMs, Story replies, intent-matched comments, Comment-to-DM automations, and even paid media.

Big SNOW’s Tildei AI agent can: 

• Proactively identify & engage potential visitors

• Answer ticket-related questions

• Answer questions about upcoming events at the slope - e.g. Park after Dark, Moguls, etc

• Answer FAQs - covering topics like daily hours, lost & found, private or group bookings

Impact

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Since launch, Big SNOW’s Tildei agent has handled about half of incoming DMs and comments and resolved 94% of nearly 2,000 conversations. Median reply time is ~8–9 seconds, delivering faster answers, and freeing the team for on-mountain moments and strategy, as well as guiding customers towards ticket purchase.. 

Future 

Big SNOW’s next phase is activation: letting the agent guide people from questions into the right purchase, with direct ticketing integrations. We’re also rolling out deeper, marketer-friendly reporting so the team can see which topics drive engagement and where to invest content next.

What this means for hospitality marketers

‍Guests get instant answers; your team gets time back. The brand voice stays consistent across channels, and every conversation becomes an insight you can use: what people ask, when they ask, and what nudges them toward a visit. 

Would you like to see how a Tildei AI agent can help your marketing team save time and improve customer experience? Book a personalized demo today!

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Six High-Converting Black Friday Cyber Monday Experiences with Tildei’s AI Elves

As the holiday season approaches, marketing professionals are gearing up for the Black Friday and Cyber Monday (BFCM) rush. It’s time to deck the halls of your customer experience with a little AI magic. BFCM isn’t just a one-weekend sprint anymore – it’s a high-stakes journey of engagement that spans weeks, and shoppers are more discerning than ever. Cost matters, but experience wins: the brands that make it easy to find, decide, and buy, while answering questions fast, will capture the cart.

The good news: AI can help marketers meet these sky-high expectations at scale. Over half of consumers plan to use AI tools during their BFCM shopping, seeking personalized product recommendations, price comparisons, and instant answers. Brands that embrace AI-driven customer experiences can turn holiday browsers into loyal buyers by offering timely, tailored interactions that feel like a gift.

How does Tildei help marketers set up a successful Black Friday Marketing Strategy with AI? 

This holiday season, think of Tildei as the Head Elf orchestrating all your Black Friday and Cyber Monday experiences. It unifies your data and brand logic into one “intelligent platform” powering consistent, on-brand AI agents (the “elves”) across every channel (website search and chat, WhatsApp, Facebook, Instagram, SMS, Reddit, etc.). 

What’s under the hood? The knowledge graph is the core engine: your single source of truth for products, promos, policies, and taxonomy. On top of that, Tildei layers actionable tools and capabilities (e.g., Shopify order lookup, add-to-cart, apply promo, reservations) to turn answers into outcomes. And the Model Context Protocol (MCP) connectors extend this even further by instantly linking to additional live data and systems, so agents can pull real-time inventory or shipping ETAs, and execute actions within the same conversation.

The result? Shoppers get accurate answers and seamless shopping actions everywhere they engage, and your marketing operates as a well-oiled workshop instead of fragmented silos.

In this article, we unwrap six AI-powered BFCM customer experience “plays” that will make your Black Friday Cyber Monday marketing shine. Each play is a strategic move you can execute across channels to delight customers and drive sales – while Tildei’s technology handles the heavy lifting behind the scenes.

• Six Holiday AI “Presents” (Plays) to Launch This Fall
• How These Plays Work Together
• How Tildei Delivers Personalized, Accurate AI Shopping Experiences
• What’s the Step-by-Step Plan to Launch Before BFCM?
• Where to Deploy First for a Successful Black Friday Marketing Strategy
• How to Measure Impact and ROI for BFCM week

Six Holiday AI “Presents” (Plays) to Launch This Fall 

Pack the sleigh with six distinct, non-overlapping plays. One Head-Elf (Tildei), lots of chimneys: 

1. VIP Early-Access Concierge

2. Personal Shopper (Gift-Guide & Daily Expert)

3. Always-On Holiday Support Elf

4. Wishlist → Cart Engine

5. Deal Finder (“Name Your Target”)

6. “Mystery Offer” Social DM (Comment-to-Chat Game)

Each of these six AI-powered experiences addresses a key part of the shopper journey. You can mix and match them, and because all draw from the same Tildei knowledge, they remain consistent and complementary.

1. VIP Early-Access Concierge

• What it is: Shoppers opt in via a dedicated landing page or by replying with a DM keyword (e.g., ‘VIP’ or ‘EARLY ACCESS’). From there, the agent delivers the private link/code, highlights early-access picks, and guides shoppers to add to cart and checkout, all before the public sale.
• Why it works: It creates a sense of exclusivity and momentum. High-intent shoppers raise their hand, discover curated picks, and hit Black Friday already primed to buy, smoothing peak-day demand and rewarding your most engaged audience.
• How Tildei does it: The knowledge graph centralizes promo rules, featured collections, and approved copy for consistent guidance. Scenarios gate that content so early links/codes are only exposed to selected audiences (e.g., landing-page or DM-keyword entrants). Connectors then apply the provided codes, pre-fill carts, and link to checkout, keeping the flow clean, on-brand, and scalable.

2. Personal Shopper (Gift-Guide)

• What it is: A chat-based gift guide that asks 3–5 quick questions (recipient, budget, interests) and returns curated, on-brand picks with variants and tasteful upsells, ready to add to cart.
• Why it works: It replaces “endless scrolling” with a guided, 1:1 experience that boosts discovery and basket size. Marketers don’t have to build (and maintain) multiple landing pages or complex quiz flows: you feed the knowledge, the agent builds the experience.
• How Tildei does it: The agent listens and adapts in real time. It asks quick follow-ups, incorporates feedback (“she loves purple,” “I can stretch to $75,” “prefer fragrance-free”), and refines the picks on the spot: no rigid quiz, no dead ends. If the shopper reacts (“love #2 but need a smaller size”), the agent re-narrows options and can add the chosen item to cart right from the conversation. Brand tone and guardrails keep every suggestion on-voice and on-brief.

3. Always-On Holiday Support Elf

• What it is: A 24/7 chat assistant on your site (product pages, cart, checkout) answering any shopper question: sizing, fit, shipping times, return policy, and more.
• Why it works: Immediate answers prevent abandoned carts. Customers get help day or night, so they won’t give up just because your store is closed. In short, no shopper ever gets stuck without help.
• How Tildei does it: Your agent accesses FAQs and product data from your knowledge graph to respond instantly. Via live connectors, it can even check a customer’s order status, loyalty points or current stock during the chat. Every response is in your brand’s voice and within policy. The result: happier customers and higher conversions—plus lower support load. After all, 64% of consumers say 24/7 support is an agent’s top perk.

4. Wishlist → Cart Engine

• What it is: An AI that turns “maybe laters” into buyers. Shoppers tell the agent what they’re eyeing (“Add these headphones to my wishlist”), and the agent remembers that wishlist for future conversations.
• Why it works: It converts saved intent when shoppers re-engage. As soon as a conversation starts, the agent can reference the wishlist (“Based on your wishlist…”) or answer “Which of my saved items are on sale?”, surfacing relevant, in-stock picks that move the shopper straight to checkout.
• How Tildei does it: The agent can handle the full wishlist flow: create a wishlist in chat, add items as shoppers browse or paste links, access the wishlist when they return, and look up each item’s live price/promo/stock. It can then suggest smart alternatives and support one-tap add-to-cart right from the conversation.

5. Deal Finder (“Name Your Target”)

• What it is: An agent for deal-seeking shoppers. Instead of hunting SKUs, customers state the need or category (“running shoes under $80,” “4K TV for a small room,” “carry-on luggage”). The agent returns today’s best-value options with price and discount clearly called out, then routes straight to purchase.
• Why it works: It turns vague intent into clear choices without forcing shoppers to combine promos or do math at checkout. Example:
  
  • “Best quality running shoe on sale: 50% off for $60.”
  • “Lowest price running shoe today: $40 with a 10% discount.”
  • By summarizing the best price for a type of item today (and offering a few alternatives), the agent cuts decision fatigue and converts high-intent browsers fast.
• How Tildei does it: Connectors pull live promos, pricing, and inventory; the agent filters by category/attributes and ranks results by effective price and availability. It presents 2–3 on-brand picks with clear price + discount lines and one-tap add-to-cart. Follow-ups (“any brand preference?”, “need stability or neutral?”) refine the shortlist in seconds.

6. “Mystery Offer” Social DM (Comment-to-Chat Game)

• What it is: A fun social play. You post a holiday tease (e.g. “🎁 Comment ‘GIFTS’ below and our Holiday Elf will DM you a surprise offer!”). When someone comments, the Tildei agent immediately sends them a direct message with a random surprise deal (maybe a chance at 10%, 20%, or 50% off, or a free gift). The user can then have the agent apply that deal and guide them to shop.
• Why it works: It turns passive likes into active, guided shopping. The surprise hook spikes engagement, and once the DM conversation starts, the agent steers each person to the best-fit products (by budget, style, or intent), applies the offer, and moves them straight to checkout, converting social curiosity into sales.
• How Tildei does it: The knowledge graph has your pool of mystery offers and rules. Tildei spots the comment, launches the DM, and shares the correct promo code. The AI then helps the user pick an item or go to checkout. From social post to sale, it all flows smoothly, delighting the customer.

How These Plays Work Together

Each of the six plays covers a different funnel stage: from early demand (VIP access) through discovery (gift guides) to conversion and support. There’s no overlap, just a cohesive strategy. Most importantly, they all use one intelligent platform, so every channel delivers the same accurate, up-to-date answers and actions. Your website interactions won’t contradict your Instagram agent, and your SMS assistant will know the context of your brand. The result is a seamless experience that feels like holiday magic to shoppers.

How Tildei Delivers Personalized, Accurate AI shopping experiences

• Unified knowledge graph: Tildei agents use a single, unified knowledge graph powered by all your brand knowledge, products, prices, promotions, policies, and customer context, connected to your live systems. Every interaction queries this one source of truth, so answers stay accurate, current, and consistent across channels.
  
  
• Live data connectors: Tildei’s system hooks into your live inventory, CRM, order system, etc. The platform uses MCPs as a universal standard so any new sale, product update, or customer action is immediately reflected in the AI’s knowledge. It’s working with real-time context: if a sale just started or a product sold out moments ago, the agent knows and adjusts immediately.
  
  
• Brand voice & rules: You define the personality and guidelines. The AI uses your brand’s tone and only mentions things you’ve approved. Any special logic (like “prioritize certain products”) is built in. The agent effectively becomes an always-perfect brand ambassador.
  
  
• Shared customer context: Tildei agents keep useful context within a session and channel (e.g., budget hints, categories of interest, recent clicks) and can continue that context when shoppers return in the same channel or land on web via a signed-in state or unique link. Practically, the agent can say, “Based on the IG promo you tapped…” in WhatsApp, or, “I see you’re signed in: here are your saved items” on web. This focuses continuity on campaign/promo context and authenticated sessions, keeping experiences personal and convenient without overpromising full cross-channel conversation memory.

What’s the Step-by-Step Plan to Launch Before BFCM?

1. Choose your plays & goals (Week 0-1): Pick 2–3 of the above experiences to start (e.g. VIP Concierge, Gift-Guide, Support agent). Define success metrics (conversion lift, revenue from AI interactions, support queries deflected, etc.).
   
   
2. Connect your data (Week 1): Identify where your product info, promo rules, inventory, and FAQs live (Shopify/Magento, spreadsheets, help center, etc.). Tildei’s team sets up connectors to feed these into the knowledge graph. This is quick, like turning on data taps.
   
   
3. Design the conversations (Week 1-2): Outline how each agent should interact (greeting, questions to ask, answers, fallbacks). Tildei guides you on the scenarios to create (e.g. gift-quiz questions, cart flows) all automatically infused with your brand voice. We work together to fine-tune the dialogue and rules.
   
   
4. Train & test (Week 2-3): Add any extra content, then chat with the agents in test mode. Your team throws questions at them to make sure they respond correctly. We’ll also do stress tests and refine triggers (e.g. when to hand off to a human). By Black Friday, the agents have effectively rehearsed and are ready.
   
   
5. Go live & monitor (Week 3+): Activate the AI on chosen channels (chat widgets, messaging apps). Use Tildei’s dashboard to track engagement, conversions, and any hiccups. Quickly iterate if needed (update an answer, highlight a hot product, adjust an offer).
   
   
6. Optimize in real time (Cyber Week): Treat Cyber Week like a live campaign. Watch what customers ask and how they buy. If a deal is hot or an offer is confusing, tweak it on the fly. The no-code interface lets you update responses, swap products, or change promo priorities in minutes. Your AI elves keep working in the background, so you can focus on strategy.

Where to Deploy First for a Successful Black Friday Marketing Strategy

• On your website: Add the AI agents to high-intent pages (product details, cart, checkout). These catch customers right when they’re about to buy and nudge them over the line.
  
  
• Messaging apps: Set up on WhatsApp, SMS, Instagram DM – wherever your customers already chat. You can answer questions reactively and reach out proactively (e.g. text a cart reminder or VIP code).
  
  
• Social & community: If you engage audiences on forums or subreddits, consider an AI presence there too. Tildei can power those spaces with the same intelligence, building trust and capturing interest in places where customers already discuss your products.
  
  
• Build once, use everywhere: The same Tildei workflows work across channels. One conversation flow can be launched on your site, on WhatsApp, on Facebook Messenger, etc., with minimal changes. This ensures consistency and saves time.

How to Measure Impact and ROI for BFCM week

• Conversions and revenue: Track the share of sales involving AI chats. Look at chat-to-cart and chat-to-order rates. Compare customers who used the AI vs. those who didn’t. Even a few percent lift is significant. Also, watch Average Order Value – the upsells from the agents should boost it.
  
  
• Support metrics: Measure tickets deflected: what percent of queries does the agent answer on its own, and how fast? Monitor handoff rates (when it escalates to a human). A high self-service rate means more cost savings.
  
  
• Engagement insights: See which questions and products are trending. Which recommendations get added to cart? Which promos get used? This data can inform on-the-fly merchandising and future marketing.
  
  
• Attribution & experimentation: Tag purchases back to each agent interaction. Run A/B tests if possible (agent vs. no-agent). Quantify the lift: for example, “AI-assisted visitors had X% higher conversion.” These metrics prove the ROI of your Head Elf.

The Results: A Magical Holiday Shopping Experience

With Tildei as your Head Elf, you turn Black Friday from a hectic scramble into a seamless, personalized shopping event. One unified intelligence + many helper agents means every customer gets the right answers, suggestions, and deals exactly when they need them. You get higher conversions, larger orders, and happier customers—all while staying on-brand and cutting support costs. It’s holiday magic for your marketing. 

Book a Tildei demo to see how our Head Elf can run your workshop behind the scenes, and launch in weeks, not months.

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A customer browsing your Instagram asks about a jacket in your latest post. Instead of directing them to "link in bio," your Tildei Agent checks real-time inventory, confirms their size is available, adds it to a shopping cart, and texts them the checkout link—all within the conversation.

Another customer texts about a delayed order. Rather than transferring them between departments, your Tildei Agent accesses their order details, finds available appointment slots at your local store, books an exchange, generates a return label, and sends calendar reminders—completing what used to be a multi-day process in minutes.

A third customer mentions it's their birthday during a chat. Your Tildei Agent updates their profile, retrieves a personalized discount based on purchase history, and schedules next year's birthday promotion—turning casual conversation into lasting loyalty.

What MCPs Actually Do

Tildei solves the fundamental problem limiting AI in marketing: fragmented knowledge. Your brand's most valuable information is scattered across dozens of systems—customer data in your CRM, inventory in e-commerce platforms, brand guidelines in Google Drive, loyalty information in retention systems.

Before MCPs, connecting AI to each system required months of custom development. Want your AI to check inventory? Custom integration. Need it to access customer data? Another integration. Want it to update orders? Yet another development cycle.

MCPs create a universal standard that lets Tildei Agents instantly access your complete brand knowledge graph. One standardized connection method replaces dozens of custom integrations.

The Knowledge-to-Action Revolution

MCPs don't just give AI agents access to information—they enable real actions based on complete brand knowledge.

Before MCPs: Your customer asks about product availability in one of your digital channels. Someone sees the message, and logs into a system to search for it. They then craft a reply and move to the next message. Or maybe finding the answer requires another system or team, further delaying the customer response and involving more resources. Then the process repeats for additional customer questions, and causes further challenges at scale. 

After MCPs: That same inquiry triggers your Tildei Agent to instantly access real-time inventory, complete customer history, loyalty status, brand guidelines, pricing rules, shipping options, and behavioral recommendations. But here's the breakthrough: your Tildei Agent doesn't just access this knowledge—it acts on it. It confirms availability, creates a cart and sends the link, helps the customer find other products, applies appropriate discounts, and delivers an experience custom-built for each customer.

Why This Matters Now

MCPs were introduced by Anthropic in November 2024 with immediate widespread adoption. Major AI providers, including OpenAI and Google DeepMind, adopted the protocol instantly, and companies like Shopify are already launching public MCPs for storefronts and customer data.

The infrastructure for knowledge-powered customer experiences is being built right now. Brands that understand and implement MCPs first will have significant competitive advantages.

The Tildei Advantage: While other platforms are figuring out how to connect AI to business systems, Tildei Agents already leverage MCPs to access unified brand knowledge graphs. Every customer interaction becomes an opportunity for intelligent action.

What Becomes Possible for Marketing Leaders

From Data Hunting to Action: Instead of hunting for information across disconnected systems, your Tildei Agents have instant access to complete brand and customer intelligence. They understand what your customer is asking and they have the ability to take action on it - bringing the experience to the next level. 

From Campaign Coordination to Experience Orchestration: The customer experience doesn’t end when you hit send on a campaign. In reality, it starts when the customer begins interacting with your brand - in any channel. Tildei adjusts experiences in real-time, based on how the customer is responding and what they need. Brand experiences remain consistent because agents access the same guidelines across every touchpoint.

From Transactions to Relationships: When your Tildei Agent knows a customer's complete history and context, it transforms simple inquiries into personalized shopping experiences, converts support issues into loyalty opportunities, and builds on every interaction to create deeper brand relationships.

The standardized nature of MCPs means new capabilities are available to Tildei agents as soon as the MCP is updated. Every customer interaction generates intelligence that improves experiences across all touchpoints. And MCPs create the foundation for whatever marketing technology comes next.

The Knowledge Graph Advantage

Tildei Agents leverage MCPs as part of a comprehensive brand knowledge graph where everything connects: customer purchase history links to communication preferences, to loyalty status, to available promotions, to current inventory, to shipping options. MCPs make these connections accessible instantly, enabling Tildei Agents to act on complete context rather than fragmented data.

What This Means for Your Organization

The infrastructure for knowledge-powered customer experiences exists now. MCPs are enabling leading brands to transform scattered information into intelligent action, creating experiences that feel effortless and personal.

The question isn't whether this technology will change customer expectations—it already is. The question is whether your brand will lead these experiences or follow.

Marketing leaders leveraging MCPs have the tools to improve the customer experience, creating advantages that will define their competitive position for years to come.

Ready to unlock your brand's complete Knowledge Graph? Discover how we're helping forward-thinking marketing leaders create effortless customer experiences through complete brand intelligence.

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When you're moving millions in luxury watches and jewelry, every customer conversation matters. For Jomashop, one of the world's largest online luxury retailers, that reality created both a massive opportunity and an operational nightmare. With hundreds of daily Instagram DMs from customers asking about products, availability, and pricing—each potentially representing a thousand-dollar sale—their lean social media team faced an impossible choice: hire extensively or miss revenue opportunities.

They chose a third option: amplify their existing team and build a custom Jomashop Knowledge Graph combined with AI-powered conversational marketing agents.

The Challenge: High-Value Conversations, Limited Resources

Volume Meets Value

Jomashop's social media presence attracts serious luxury shoppers. Every DM represents genuine purchase intent for high-ticket items. But managing this volume with a small team creates several critical pain points:

Response Time Bottlenecks: Product inquiries required quick, accurate responses to capitalize on purchase intent, but research and response times were consuming entire workdays, or leaving customer messages unanswered. In the luxury market, where customers expect white-glove service, delays of even a few hours could mean losing a sale to competitors.

Language Barriers: As an international retailer, Jomashop regularly receives DMs in multiple languages. With 14% of all customer messages arriving in Spanish alone, the team found themselves spending valuable time translating rather than selling.

Opportunity Cost: Every minute spent answering basic questions about shipping policies or product details was a minute not spent nurturing high-value customers.

Inconsistent Experiences: With team members handling responses differently, customers received varying levels of service depending on who answered their message and when they reached out.

The Stakes of Inaction

For luxury retailers, the cost of poor customer service extends beyond individual lost sales. In an industry built on reputation and relationships, every unresponded message or delayed response potentially impacts:

• Brand perception: Luxury customers expect immediate, personalized attention
• Customer lifetime value: A disappointed first-time shopper won't become a repeat customer
• Word-of-mouth marketing: Negative experiences spread quickly in luxury communities

The Solution: A Custom Knowledge Graph Powering Luxury Service at Scale

Rather than expanding their team or accepting the limitations, Jomashop has partnered with Tildei to build a comprehensive and custom Brand Knowledge Graph. Tildei pulled in real-time inventory, complete product descriptions, editorial assets, Jomashop's support center, and current promotions. Their Brand Knowledge Graph has the data needed to handle the complexity and nuance required for luxury retail conversations.

Building a Sophisticated Marketing AI Agent

This wasn't about implementing a basic chatbot. Jomashop's team worked with Tildei to create a sophisticated conversational marketing agent trained on their custom Knowledge Graph, which incorporates an extensive product catalog, brand voice guidelines, and customer service protocols. The agent is designed to:

Understand Luxury Context: Trained on Jomashop's specific product knowledge, the agent could discuss intricate details about watch movements, jewelry craftsmanship, and authenticity guarantees that luxury customers demand.

Maintain Brand Voice: Every response reflects Jomashop's professional, knowledgeable tone while adapting to individual customer communication styles.

Drive Sales, Not Just Support: Unlike traditional customer service tools, the agent is optimized to turn inquiries into sales opportunities through personalized recommendations and conversation extension.

Implementation Across Multiple Touchpoints

Tildei's platform allows Jomashop to deploy its marketing agent across its Instagram presence while maintaining seamless handoff capabilities for complex situations requiring human intervention.

Instagram Integration: The agent monitors and responds to DMs in real-time, ensuring no customer inquiry goes unanswered regardless of time zone or business hours.

Multilingual Capabilities: Automatic language detection and response in customers' preferred languages eliminates translation bottlenecks and creates more inclusive experiences.

Smart Escalation: For situations requiring human expertise—such as custom orders or complex technical questions—the agent seamlessly transferrs conversations to appropriate team members with full context.

Results: Transforming Customer Experience and Business Operations

Immediate Operational Impact

The implementation of Tildei's Knowledge Graph enables Jomashop to power a conversational marketing agent at scale. It creates immediate, measurable improvements across Jomashop's social media operations:

Response Time Revolution: Customers who previously waited minutes, hours, or even days for responses now receive instant engagement, dramatically improving first impressions and maintaining purchase momentum.

24/7 Availability: The agent provides consistent, high-quality responses regardless of time zone, weekend, or holiday schedules, capturing international sales opportunities that would have been lost.

Language Accessibility: Tildei agents speak the languages of your customers. Spanish-speaking customers who represent 14% of all inquiries for Jomashop now receive native-language responses instantly, expanding Jomashop's effective market reach and improving customer satisfaction.

Sales and Engagement Metrics

Jomashop reports significant improvements in:

Conversation Completion Rates: 5 times more customers stay engaged through entire conversations rather than dropping off due to slow responses.

Average Order Value: The agent's ability to suggest complementary products and upgrades increases typical purchase amounts.

Customer Satisfaction: Faster, more comprehensive responses lead to improved customer feedback and reduced complaint rates. Jomashop is able to respond to customers in 8 seconds compared to their previous efforts taking over 24 hours.

Team Efficiency: Tildei handles 73% of Jomashop's customer chats, allowing team members to focus on high-value activities like influencer partnerships and customer relationships rather than repetitive question-answering. 

Scaling Luxury Without Losing the Personal Touch

Jomashop's transformation illustrates a fundamental shift in how retailers can approach customer engagement. By partnering with Tildei in building their brand Knowledge Graph, they solved the classic retail dilemma: how to provide personalized, high-quality service at scale without compromising the premium experience that defines their brand.

The results speak for themselves: instant multilingual responses, 24/7 availability, and sales-focused conversations that turn every Instagram DM into a potential revenue opportunity. But perhaps more importantly, Jomashop has positioned itself to scale easily into other channels like web, SMS, Facebook, WhatsApp, and more using its custom Brand Knowledge Graph and Tildei.

As customer expectations continue to rise and competition intensifies, the ability to deliver sophisticated, personalized conversations at scale will separate industry leaders from followers. Jomashop's adoption of an AI accessible Knowledge Graph enabled them to provide conversational marketing experiences at scale. Using this method hasn't just improved their operations, it's established a sustainable competitive advantage that will serve them well as the retail landscape continues to evolve.

Ready to build your Brand Knowledge Graph and transform your customer conversations into sales opportunities? Schedule your Demo with Tildei here.

Retail is undergoing a transformation. Hyper-customized, AI-driven conversational shopping experiences have arrived. Brands are gaining a competitive edge as online shopping evolves. Consumer expectations are shifting rapidly, and traditional e-commerce experiences are becoming more tailored and conversational. Adopting conversational commerce early presents a unique opportunity for brands to offer personalized, real-time engagement before it becomes the industry standard.

The Retail Landscape Has Changed - Has Your Brand?

The Experience-Driven Economy

The modern customer doesn’t just want to purchase a product; they seek an immersive and personalized experience. From product discovery to post-purchase engagement, shoppers expect convenience, speed, and a sense of being understood by the brand. This shift is driving the need for AI-driven interactions that mimic human conversations and provide instant assistance.

AI as the New Sales Associate

Traditionally, in-store retail relied on sales associates to provide personalized recommendations and answer customer queries. Today, AI-powered conversational commerce for brands serves the same purpose, but across digital channels. AI agents provide tailored responses based on browsing history, past purchases, and customer intent.

Omnichannel is No Longer Optional

Customers want to engage with brands on multiple platforms - websites, mobile apps, social media, and messaging platforms like Instagram, Facebook Messenger, WhatsApp, and SMS. Retail brands that do not integrate conversational commerce across these channels risk losing engagement and loyalty.

The Cost of Inaction

Brands that don’t invest in conversational commerce face several challenges:

• High cart abandonment rates due to a lack of real-time support.
• Increased customer churn because of slow response times.
• Lost revenue opportunities from missed personalized upselling.
• Inefficient customer service operations that drive up costs.

Rethinking Customer Journeys: The Role of AI in Conversational Commerce

Moving Beyond Static E-Commerce

A static e-commerce website with product listings and a checkout process is no longer enough. Conversational commerce transforms this experience into a dynamic, interactive process where customers can ask questions, receive recommendations, and complete purchases without friction.

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AI-Powered Discovery

AI-driven agents and virtual assistants act as digital shopping advisors, guiding customers toward the right products based on their preferences, past behaviors, and real-time needs. This personalized approach increases engagement and conversion rates.

Reducing Friction in the Purchase Process

Traditional e-commerce transactions require multiple steps, leading to abandoned carts. From enterprise to Shopify stores, conversational commerce is improving the customer experience. Using conversational commerce strategies streamlines the purchase process by allowing customers to:

• Make purchases directly from a chat recommendation.
• Receive instant answers to product-related questions.
• Receive prompt reminders about items left in their cart.
• Send discount codes within the customer shopping window to help complete a purchase.

Post-Purchase Engagement

The customer journey doesn’t end after a purchase. AI-driven conversational commerce ensures continued engagement through:

• Personalized follow-ups.
• Order tracking updates.
• Proactive recommendations for complementary products.
• AI-driven loyalty programs and exclusive offers.

The Blueprint: How Retail Brands Should Incorporate Conversational Commerce

Step 1: Define Your Conversational Strategy

Every brand has a unique customer journey. Before implementing conversational AI, brands should:

• Identify key pain points in the shopping experience.
• Determine where AI-driven conversations will add the most value.
• Consider moments in the shopper journey when a conversation could be helpful I.e. a product page, in Instagram, via WhatsApp. 
• Set clear objectives, whether it’s increasing conversions, enhancing customer service, or improving engagement.

Step 2: Choose the Right AI Technology

Selecting the right AI-driven solution is critical. Brands must consider:

Rule-based chatbots vs. AI-powered agents: Rule-based chatbots follow scripted responses, whereas AI-driven agents adapt to customer behavior and intent using machine learning and training on branded content.

Natural Language Processing (NLP) and Large Language Models (LLM): An effective AI assistant should understand and respond to customer inquiries in a natural, human-like manner.

Machine Learning Integration: AI agents must learn from interactions to continuously improve their recommendations and responses.

Step 3: Create a Seamless Omnichannel Experience

Customers interact with brands across various touchpoints. Retailers must ensure AI-powered conversational commerce is:

• Integrated across multiple platforms (website, mobile app, WhatsApp, Messenger, SMS, etc.).
• Consistent in messaging and responses across all channels.
• Capable of seamless handoff to human agents for complex queries.

Step 4: Optimize and Scale with Data

AI-powered conversational commerce provides valuable insights that brands can leverage to:

• Track customer preferences and behaviors.
• Refine responses for better engagement.
• Implement A/B/n testing to determine the most effective messaging strategies.

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Overcoming Common Retail Challenges with AI-Powered Conversational Commerce

Cart Abandonment

One of the biggest pain points in e-commerce is abandoned carts. AI-powered agents can:

1. Send personalized reminders.
2. Offer limited-time discounts.
3. Address customer concerns about pricing, shipping, or product details in real time.

Customer Support Bottlenecks

Many brands struggle with handling high volumes of customer inquiries. AI-powered agents:

1. Reduce response times.
2. Handle FAQs without human intervention.
3. Escalate complex issues to human agents seamlessly.

Scaling Personalization

Providing 1:1 personalized experiences at scale is challenging without AI. Conversational commerce solutions:

1. Deliver tailored recommendations based on browsing and purchase history.
2. Adapt in real-time based on customer preferences.
3. Engage users proactively with personalized promotions and restock alerts.

Increasing Repeat Purchases

AI-driven conversational commerce enables:

1. Personalized product recommendations.
2. Automated re-engagement campaigns for past customers.
3. Loyalty program integration within chat interactions.

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Future-Proofing Your Brand: What’s Next for Conversational Commerce?

AI-Powered Voice Shopping

Voice commerce is gaining traction, with smart assistants like Amazon Alexa and Google Assistant enabling customers to shop hands-free. Retail brands must explore integrating voice-based conversational commerce for effortless shopping experiences.

Hyper-Personalization Through Predictive AI

Predictive AI will take personalization to the next level by anticipating customer needs before they express them. Retailers will:

• Offer AI-curated product suggestions based on past interactions.
• Predict when customers are likely to repurchase items.
• Automate proactive engagement strategies.

Augmented Reality (AR) + Conversational AI

The combination of AR and AI-powered conversations will redefine online shopping by allowing customers to:

• Virtually try on clothing, accessories, and makeup.
• Interact with AI-driven style advisors in real time.
• Make purchase decisions with greater confidence.

The Time for Conversational Commerce is Now

Conversational commerce for brands is at the forefront of retail’s digital transformation. Brands that delay adoption risk losing relevance as customers increasingly demand AI-driven, instant, and personalized experiences.

Retailers that invest in the right AI-driven solutions will drive engagement, increase conversions, and secure long-term customer loyalty.

Are you ready to revolutionize your brand’s shopping experience? Partner with Tildei’s AI agent to implement a cutting-edge conversational commerce strategy today.