Egyptian enterprise AI startup Tactful AI has brought former e& Group CEO Hatem Dowidar onto its investor roster through an investment in the extension of its pre-Series A round, as the company prepares to introduce its next generation of agentic AI technology.
The investment amount has not been disclosed. It follows Tactful AI’s initial pre-Series A round, announced in February 2026 and co-led by Foras AI and M Empire. The company is now preparing for a planned Series A funding round in 2027.
Founded in 2016 by Mohamed Elmasry and Mohamed Hassan, Tactful AI develops technology that helps enterprises manage customer interactions, automate service workflows and analyse conversations across multiple channels.
Moving Beyond AI-Powered Customer Support
Many businesses have introduced AI tools to answer customer questions and handle routine requests. Tactful AI is targeting a broader opportunity by developing systems that can manage and adapt the workflows behind customer experience operations.
Its platform combines customer engagement, workflow orchestration, automation, analytics and governance within a unified infrastructure. The objective is to help enterprises coordinate customer interactions across channels while maintaining oversight of how their AI systems operate.
The company’s upcoming technology aims to take this approach further by enabling businesses to create and modify end-to-end customer experience workflows directly within their enterprise environments.
According to Tactful AI, the new system is designed to reduce implementation timelines from months to hours. Human review and approval processes will remain part of the workflow, allowing enterprises to retain control over changes to customer-facing operations.
The company plans to disclose further technical details in the coming months.
Hatem Dowidar Brings Enterprise Experience
Dowidar brings extensive experience in telecommunications and technology to Tactful AI’s investor base. He served as Group CEO of e& from 2020 until March 2026, having joined the company as Chief Operating Officer in 2015. Before that, he spent 16 years in executive roles at Vodafone, including as CEO of Vodafone Egypt.
His investment comes as enterprises across the Middle East and Africa explore how to incorporate AI into customer operations without compromising reliability, governance or service quality.
Mohamed Elmasry, co-founder and CEO of Tactful AI, said Dowidar’s experience leading large technology businesses gives him a strong understanding of the operational and strategic requirements involved in adopting customer-facing technologies.
Dowidar said Tactful AI’s existing deployments and next-generation technology convinced him of the team’s potential to establish a stronger position in the customer experience industry, both regionally and internationally.
Growth in Revenue and Customer Conversations
Tactful AI says its existing platform is already operating in live production environments. The company reported an 11.7-fold increase in annual recurring revenue (ARR) and a 32-fold increase in monthly customer conversations processed since January 2025.
Its clients include Elaraby Group, Raneen, 2B, Lucky One, Erada Finance and Simplex.
These reported increases point to expanding platform usage and commercial traction. The company’s next challenge will be to sustain that growth as it introduces more advanced AI capabilities and serves enterprises with increasingly complex requirements.
Tactful AI operates across Cairo and Cambridge in the United Kingdom, giving it a presence in both the Egyptian technology ecosystem and the British market.
Preparing for Its Next Funding Stage
The latest investment extends the company’s existing pre-Series A financing and provides additional investor backing ahead of its planned product rollout.
Tactful AI is positioning its next-generation platform around a shift from AI that responds to individual customer requests towards AI that can help enterprises build, operate and continuously improve entire customer experience workflows.
Its ability to deliver on that ambition will depend on how reliably the technology performs in complex business environments, how easily it integrates with existing systems and whether enterprises can adopt it without losing control over customer interactions.
With a Series A round targeted for 2027, the company is entering its next phase focused on expanding its technology and building on its existing enterprise deployments. The investment from Dowidar adds an experienced industry executive to its backers as it seeks to establish a larger role for agentic AI in enterprise customer experience.
