Tiledesk

Tiledesk is a no-code, multi-agent AI orchestration platform that helps Customer Service, Sales, and Internal Operations teams automate conversations and business processes. AI Agents can use company knowledge through native RAG, follow defined workflows, use MCP tools and APIs to perform actions across external systems, and involve humans when supervision or exception handling is required.

Tiledesk sits between an incoming customer, prospect, or employee request and its resolution. Agents can understand requests, retrieve knowledge, orchestrate multiple steps, interact with connected systems, and complete tasks rather than only generate answers. Tiledesk combines AI automation with native human-in-the-loop capabilities, multichannel deployment, and flexible cloud, open-source, and on-premise options.

Business Need

Organizations often rely on employees to repeatedly answer similar questions, search internal information, qualify enquiries, update business systems, execute routine tasks, and manually route requests between teams and applications.

Tiledesk sits at the point where a customer, prospect, or employee initiates a request. AI Agents handle repeatable parts of the process by retrieving knowledge, making decisions, executing actions through connected tools, and coordinating workflow steps, while involving humans when validation, supervision, or exception handling is required.

Primary Workflows / Use Cases

Customer Support → Incoming Request → Resolution or Human Handoff

Department: Customer Service / Support

Business problem: Support teams repeatedly handle common questions and manually search for information.

Where Tiledesk fits:

Customer submits a request

→ Tiledesk identifies the intent and retrieves relevant information using the configured Knowledge Base and RAG

→ the AI Agent answers the request or executes the required workflow steps

→ external tools or systems can be accessed through MCP and APIs when an action is required

→ unresolved, sensitive, or exceptional cases are transferred to a human team with full context.

Business use case: Customer Support Automation

Tiledesk supports AI Agents that can automate common customer enquiries, retrieve company knowledge, execute actions across connected systems, and seamlessly transfer complex or sensitive cases to human teams.

Sales → Inbound Engagement → Lead Qualification → Sales Handoff

Department: Sales

Business problem: Sales teams spend time collecting basic information and qualifying inbound prospects before determining whether a salesperson should follow up.

Where Tiledesk fits:

Prospect starts a conversation

→ the AI Agent collects relevant information and asks qualification questions

→ the prospect is categorized based on the defined workflow

→ connected tools can be used to enrich data, update CRM records, trigger follow-ups, or perform other actions

→ qualified opportunities are transferred to the appropriate sales team with the collected context.

Business use case: Lead Generation & Qualification

Tiledesk supports AI Agents for sales engagement, lead qualification, data collection, follow-up workflows, and actions across connected business systems through MCP, APIs, and integrations.

Internal Operations → Request → Knowledge & Actions → Resolution or Human Intervention

Department: Internal Operations / Employee Support

Business problem: Employees and operational teams lose time searching through policies and documentation, moving information between systems, and manually completing repetitive internal tasks and workflows.

Where Tiledesk fits:

Employee or internal user initiates a request

→ the AI Agent understands the request and retrieves relevant company knowledge

→ workflow logic determines the required next steps

→ MCP tools, APIs, or native actions interact with connected systems and execute tasks

→ another specialized AI Agent or a human can be involved when required

→ the process is completed or escalated with full context.

Business use case: Internal Support & Business Process Automation

Tiledesk supports internal AI Agents that combine company knowledge, workflow orchestration, and actionable tools, enabling organizations to automate employee support as well as broader internal business processes.

Business Process → Multi-Agent Orchestration → Tool Execution → Outcome

Department: Operations / Digital Transformation / IT

Business problem: Business processes often span multiple systems, data sources, teams, and specialized tasks, making end-to-end automation difficult to build and maintain.

Where Tiledesk fits:
A request or event starts a workflow
→ specialized AI Agents handle different parts of the process
→ agents access company knowledge and apply workflow logic
→ MCP tools, APIs, and code actions interact with external systems
→ humans are involved when approval, validation, or exception handling is required
→ the workflow continues toward completion.

Business use case: Agentic Business Process Automation

Tiledesk combines multi-agent orchestration, MCP-based tools, APIs, RAG, and human-in-the-loop controls inside a visual no-code environment, allowing teams to build AI workflows that perform tasks rather than simply answer questions.

Human-in-the-Loop → AI Automation → Exception or Validation → Human Intervention

Department: Customer Service / Operations

Business problem: Some processes cannot or should not be completed entirely by AI. Complex cases, exceptions, sensitive interactions, and decisions requiring validation need human involvement without losing the context already collected by the AI.

Where Tiledesk fits:

AI Agent handles the automated steps

→ the agent identifies an exception, validation need, or escalation condition

→ the conversation and process context are transferred to the appropriate human

→ the human validates, resolves, or continues the task

→ the workflow can continue after human intervention.

Business use case: Human-in-the-Loop AI Automation

Tiledesk natively combines AI Agents and human teams, enabling organizations to automate routine work while keeping people involved where judgment, supervision, validation, or exception handling is required.

Target Departments

Primary departments:

• Customer Service / Customer Support
• Sales
• Internal Operations / Internal Support
• Business Process / Operational Excellence
• IT / Digital Transformation / Innovation

These areas reflect Tiledesk’s positioning across customer service, sales engagement, internal operations, and broader AI-driven business process automation.

Primary users and decision-makers: Customer Service and CX Managers, Operations and Process Optimization Managers, Sales leaders, Digital Transformation and Innovation teams, IT teams, and employees or agents using AI-powered workflows in their daily work.