Bosta, the region’s leading logistics technology company, has entered into a strategic partnership with Tactful AI, the Egypt-founded customer experience (CX) platform, marking a major step toward redefining service excellence and customer engagement across the Middle East.
Founded in 2016, Bosta has grown into a trusted, tech-enabled logistics and commerce enabler for thousands of e-commerce and retail businesses. Beyond last-mile delivery, Bosta provides fulfillment solutions and Bosta Capital – its financing arm designed to support merchant growth. With a digital-first operating model and a consistently high overnight delivery success rate of ~96%, Bosta continues to set new standards for reliability, scalability, and service quality across the logistics ecosystem.
Tactful AI, operating from Egypt and the UK and serving clients across the Middle East and Europe, delivers an integrated customer experience platform that unifies omnichannel engagement, real-time conversational analytics, and a powerful no-code automation engine. The platform processes millions of customer interactions every month and has helped businesses boost customer satisfaction by ~60%, increase revenue by ~25%, and save thousands of operational hours.
A Partnership Built for Scale, Intelligence, and Regional Impact
This collaboration merges Bosta’s large-scale logistics infrastructure and customer-centric philosophy with Tactful AI’s intelligent engagement technology. The result is a data-driven CX transformation that empowers Bosta to engage customers more efficiently, automate routine operations, and deliver transparent, seamless communication at every stage of the shipment journey.
By unifying all digital customer interactions, including chat, social media, and messaging channels, into a single real-time interface, Bosta will gain a 360° view of customer needs and performance insights. Tactful’s no-code automation studio further enables rapid deployment of new workflows and service journeys without heavy technical reliance, ensuring speed, agility, and continuous improvement.
This alignment in vision and capability establishes a strong foundation for the next phase of CX innovation in regional logistics. Both companies share a commitment to enabling Egyptian-built technology to lead regional transformation and deliver world-class customer experiences at scale.
Mohamed Elmasry, Founder & CEO, Tactful AI, said: “At Tactful, we believe the future of CX is not just about answering tickets — it’s about orchestrating seamless, intelligent customer journeys powered by data, automation and the right human–AI blend. By partnering with Bosta — a company that is deeply customer-centric and invested in the future of service delivery — we are enabling transformation at speed and scale. Together we’re turning every conversation into a strategic asset, and delivering CX with quality that sets a new regional benchmark.”
Mohamed Ezzat, CEO & Co-Founder, Bosta, commented: “Bosta’s mission has always been to simplify logistics, empowering SMEs while delivering exceptional service at every interaction. As we scale across Egypt and the region, we identified customer experience as the key driver of our next phase of growth. Partnering with an Egyptian-founded startup like Tactful AI reflects our strong belief in the power of local innovation and our commitment to supporting homegrown initiatives that elevate regional capabilities. Tactful AI’s analytics, automation capabilities, and omnichannel platform align perfectly with our vision.
This partnership reinforces our commitment to being a customer-first, tech-first company shaping the future of logistics in the Middle East.”
Key Impacts of the Partnership
- Unified omnichannel communication: All customer interactions routed through one intelligent interface for real-time visibility.
- Automation that frees teams: Routine tasks are streamlined, enabling agents to focus on high-value support and proactive engagement.
- Real-time insights and analytics: Conversational intelligence surfaces patterns, sentiment, and improvement opportunities to enhance service quality.
- Agile CX development: Tactful’s no-code studio empowers Bosta to launch new workflows and service enhancements rapidly without technical bottlenecks.
- Locally built, globally competitive technology: An Egyptian innovation story delivering regional transformation across the Middle East and beyond.
