Late deliveries, tracking not updated
0mentions
0sources
72%negative
Agentic Harness for
faster CX resolutions and improvements
Transform CX with AI that understands your business in depth and has the tools and skills to bring change.
Customer signals
Google Play
Trustpilot
Google Maps
Reddit
X
Qualtrics
App Store
100+ sources
Google PlayTrustpilotGoogle MapsRedditXQualtricsApp StoreEnterprise data
ERP
CRM
Learning system (LMS)
Signals arrive. Complaints about late orders land across reviews, app stores, social and surveys, next to ERP, CRM and learning-system records.
- 01 · ConnectSignals arrive
Complaints about late orders land across reviews, app stores, social and surveys, next to ERP, CRM and learning-system records.
- 02 · Add contextFalcon reads your business
Policy documents from Confluence, your executive reporting style guide and entity relationships shape what it looks for.
- 03 · InvestigateFalcon tests the cause
The agent reasons over one issue, Delivery › Last mile › Tracking not updated, against order and courier records in the ERP.
- 04 · ActWork reaches its owners
Connected tools create and deploy a survey over text and call, and reply to customers. Where no tool can act, teams get tasks with the evidence attached.
- 05 · LearnThe loop closes
Fixes land, new reviews turn positive and negative share falls from 72% to 45%. The agent keeps the learning in memory.
Falcon is a product by Tailored AI, trusted by teams at
The problem
Turning customer signals into measurable CX enhancements is a long journey. Falcon makes it short.
Surveys take weeks to field, dashboards take months to change and root causes take longer still. By the time a fix ships, nobody can say whether it worked.
TodayUp to 5 weeks, if it finishes at all
- Design a surveyDays
- Field it, wait for answers1–2 weeks
- Change the dashboardWeeks
- Spot what changedIf someone looks
- Find the root cause1–2 weeks
- Write the exec deckDays
- Measure the impactRarely
With FalconInvestigations in 3 days
Day 1 Spot the anomaly1,284 late-delivery complaints, tracking not updated
Day 1 Collect missing evidence612 replies over text and call
Day 2 Find the root causeLast-mile tracking never updated
Day 3 Recommend the fixProactive tracking updates, owned by Logistics
Day 3 Track the impactNegative sentiment 72% → 45%
01Feedback collection
Missing evidence? Falcon goes and collects it.
If evidence needs to be collected to test a hypothesis, Falcon autonomously creates a survey and deploys it in the customer journey, over text and call.
- Written from the hypothesisEvery question exists to confirm or rule out a cause.
- Asked of the right customersOnly the people the issue touched, at the right moment in their journey.
- Over text and callWhatsApp, SMS and voice calls, with answers flowing straight back into the investigation.
Hypothesis to test
Evidence neededLate-delivery complaints come from orders that never got a tracking update.
- 1
Did you get a tracking update after your order shipped?
Yes / No - 2
How late did your order arrive?
Scale - 3
What would have helped most?
Open
- Audience
- Late orders, last 14 days · 3,420 customers
- Channels
- WhatsApp & SMSVoice call
WhatsApp
Hi Ananya, sorry your order arrived late. Did you get a tracking update after it shipped? Reply 1 for Yes, 2 for No.
2
Voice call 0:42
“Nothing after dispatch. I kept checking the app.”
612 responses in 48 hours. 68% got no update after dispatch. Hypothesis supported.
02Advanced analytics
No generic answers. Pointed recommendations.
Falcon investigates like your best analyst: it watches everything, digs into causes with your enterprise data, and works with your team on the story leadership needs.
Always on1,240 metrics watched
Anomaly · Chennai storesDelivery complaints 3.1× normal
38 fluctuations ignored1 anomaly raised
a
Always-on investigative agents
Agents watch every metric, region and channel around the clock and surface true anomalies, not noise.
Root cause studyCustomer + enterprise data
- Courier SLA breached in 2 citiesERP · shipmentsSupported
- Tracking updates not sentCRM · messagesSupported
- Festive-season order volumeERP · ordersRuled out
b
Root cause analysis
Each anomaly triggers a study that reads customer data alongside enterprise data to surface plausible root causes.
Storyboard · DeliveryDraft 2 of 3
PPriya, CX Can we split this by courier?
Falcon Done: added slide 3 with the courier split.
c
Storyboards, with your CX team
Instead of static dashboards, Falcon collaborates with your CX team on executive-ready, evidence-backed storyboards.
03Tracking initiatives
Know whether the fix worked.
Falcon keeps track of every finalized CX initiative and measures its success autonomously, by tracking the customer sentiment linked to it.
- Linked to the issue it should fixEvery initiative carries the feedback that justified it.
- Sentiment before and after launchMeasured continuously, with no report to build.
- Flags what isn't workingInitiatives that aren't moving the needle surface early.
CX initiatives Measured by Falcon
Proactive tracking updatesOwner: Logistics · live since 4 Mar
WorkingNegative share of linked feedbackLaunched
- Negative share
- 72% → 45%
- Rating
- 3.9 → 4.4★
- Linked feedback
- 1,284
- Pricing explainer at billingStore operations · 2 weeks of dataMeasuring
- Faster refunds to walletFinance · negative share flat at 61%Not moving
The platform
Six products. One understanding of your customer.
Every product works from the same classified stream of feedback, so what one team learns, every team can act on.
Case study
One state's pricing complaints,
investigated end to end.
Walk through the Tamil Nadu investigation at a jewellery retailer: Falcon spots the anomaly, finds the root cause, answers the follow-up question and acts on it.
Spot the anomaly · Anomaly detected
National NPS looks healthy. Tamil Nadu doesn't.
Always-on agents notice pricing complaints rising in Tamil Nadu alone, while every other state holds steady and national NPS keeps improving.
A national average would have hidden this regional decline.
Falcon / Pricing investigationTamil Nadu
Experience overviewAlways-on monitoring
National NPS+62
Healthy overall
Tamil Nadu NPS+26
Needs investigation
Pricing complaints by state · last 8 weeks
- Tamil Nadu+180%
- Andhra Pradesh+6%
- Karnataka+4%
- Kerala−2%
Anomaly: pricing complaints in Tamil Nadu only
No other state shows the rise. National improvement is masking a regional decline.
What follow-through can change
Reported results from one customer deployment over three months.
- NPS
- 72
- from 60
- CSAT
- 4.14
- from 3.6
- First response
- ≤1 min
- from 1 day
- Investigation time
- 3 days
- from 2 months
Security & compliance
Enterprise-grade platform built for trust.
Enterprise-ready by design. Manage multiple teams, control access, and ensure PII compliance within an interface built for the modern enterprise organization.
- SOC 2 Type II
- ISO 27001 certified
- DPDPA ready
- SSO
- Tenant isolation
- Access controls
- PII redaction
Generic AI vs Falcon
Most AI agents are generalists. Falcon is purpose-built for CX.
A generic agent answers the prompt in front of it. Falcon starts from your data, your context and your tools, and gets the work done.
| Generic agents | Falcon AI agent | |
|---|---|---|
| Communication style | Verbose, generic, missing the point | Executive ready, clear, concise |
| Data integrations | Copy pasting data into prompts | Default context from deep enterprise integrations |
| Ability to act | None | Takes actions like creating & deploying surveys, creating and accurately assigning Jira tickets, and autonomous online reputation management |
| Organizational context | None | Hyper-configured to your business model, processes, and culture |
One workspace, from signal to resolution.
Where to look, what customers say, and how your team responds.
Understand
See where the experience is slipping
Negative share for every topic and month. Click any cell for the why and the next step.
Act
See where the experience is slipping
Negative share for every topic and month. Click any cell for the why and the next step.
Negative share · last 7 months
Oct
Nov
Dec
Jan
Feb
Mar
Apr
Delivery
22284158726439Payments & refunds
18212447617491Product quality
1291411161310Store experience
81197126App & checkout
31262219243328 Fewer than 10 reviews
Apr · Payments & refunds
0%
negative · 64 reviews · 2.1★ average
Why
Unexplained charges at checkout lead the complaints.
Next stepBilling team
Built for the whole team
One investigation.
Everyone moving together.
Give each team the context to act, with shared evidence and clear ownership.
CX & support
Reply to every customer, and fix why they wrote.
- One inbox for reviews, messages and low scores
- AI drafts grounded in your playbook
- Investigations and follow-ups with accountable owners
From the blog
The voice-of-customer series.
Practical reading for CX leaders.
From what Qualtrics really costs to closing the loop and proving ROI: guides on every part of a modern VoC programme.
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Qualtrics built the experience management category. For years it was the safe pick for any CX team with a budget. In 2026, that safe pick looks expensive. Renewal quotes keep climbing while survey…
From connected data to actionable metrics.
2–5 daysto integrate each data source
Same dayactionable metrics on onboarding day
Integration timing assumes source data and access are ready.
+ 100 more sources- Google Maps
- App Store
Tripadvisor- Qualtrics
- X
Facebook
YouTube
WhatsApp
Yelp
Flipkart
Swiggy
Google Forms- Google Play
- Trustpilot
MouthShut
SurveyMonkey- Reddit
Instagram
LinkedIn
Email
Amazon
Justdial
Booking.com
Glassdoor