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Falcon for Banking & Financial Services

Every complaint categorised. Every deadline met.

Falcon listens across app, net banking, calls, WhatsApp and branches, tags every complaint to the RBI and IRDAI taxonomy and escalates anything unresolved before it breaches the Internal Ombudsman timeline.

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  • RBI / IRDAI complaint taxonomy
  • 48-hour Internal Ombudsman escalation
  • On-premises or private cloud deployment
Complaints by RBI / IRDAI categoryVolume · negative share

  • ATM & debit card1,240

    82% neg

  • Mobile & net banking980

    71% neg

  • Loans & advances640

    64% neg

  • KYC & account opening520

    58% neg

  • Insurance claim settlement410

    77% neg

Built for banking & financial services teams that can't wait for a monthly report

-64%Complaints past 48 hoursWithin two quarters of go-live.
100%Calls analysedEvery call, not a 2% QA sample.
-22%Loan application drop-offAfter friction fixes and recovery nudges.

25+ Banks, NBFCs and insurers on Falcon

The problem

Why feedback programmes stall

01

Complaint tagging is manual

Agents categorise complaints by hand, so RBI and IRDAI reporting takes days and still misses cases.

02

Escalation deadlines slip

Complaints bounce between branch, call centre and digital teams until a regulatory timeline is breached.

03

Drop-offs happen in silence

Applicants abandon KYC and loan journeys midway, and nobody hears why.

Where banking & financial services feedback comes from

  • In-app micro-surveys
  • Net-banking surveys
  • WhatsAppWhatsApp
  • Call-centre recordings
  • ATM & branch QR / kiosk
  • Insurance claim updates

By role

One platform, a different win for every leader

Each role gets its own view, alerts and reports, from the same classified feedback.

For the Principal Nodal Officer / Chief Risk Officer

Categorise and escalate every complaint, without Ombudsman breaches.

Complaints tagged to the RBI and IRDAI taxonomy as they arrive, with escalation timelines enforced automatically.

  • RBI / IRDAI complaint taxonomy
  • 48-hour Internal Ombudsman escalation
  • Audit trail for every complaint
-64%Complaints past 48 hours

Workflow

From a complaint to a resolution, inside the regulatory timeline

Every complaint is redacted, tagged to the regulator's taxonomy and routed the moment it arrives. Anything still open at 48 hours goes to the Internal Ombudsman with its full history.

  1. 0 min
    Customer

    Complaint captured

    A complaint arrives by call, app, WhatsApp or branch kiosk, and PII is redacted on entry.

  2. 1 min
    Grievance Team

    Tagged and routed

    Falcon tags the RBI or IRDAI category and routes it to the owning team.

  3. 24 h
    Principal Nodal Officer

    SLA warning

    Complaints halfway to the deadline are flagged to the Principal Nodal Officer.

  4. 48 h
    Internal Ombudsman

    Auto-escalation

    Anything unresolved in 48 hours escalates to the Internal Ombudsman with the case history.

AI for Banking & Financial Services

Agents trained on how your industry works

Taxonomies, workflows and replies tuned to the sector, ready on day one and refined with your team.

Vernacular call analytics

Calls analysed in Indian languages, with mis-selling, fraud and escalation threats flagged.

PII and card-data redaction

Account numbers, card data and personal details masked before anyone sees a transcript.

Regulatory complaint tagging

Every complaint tagged to RBI or IRDAI categories, ready for MIS reporting.

Ombudsman escalation

Complaints unresolved in 48 hours escalate automatically, with a full audit trail.

Drop-off friction detection

Finds the KYC step or form field where applicants abandon, in real time.

Consent-aware messaging

Surveys and nudges that respect consent, DND preferences and DLT-registered templates.

Connects with

  • Core banking system
  • CRM
  • Contact-centre platform
  • TRAI DLT framework
  • On-premises / private cloud
  • WhatsApp Business API

FAQ

Falcon for Banking & Financial Services: questions, answered

Can Falcon be deployed on-premises?

Yes. Falcon can run on-premises or in your private cloud, so customer data, call recordings and transcripts never leave your environment.

How does Falcon handle PII and card data?

Account numbers, card numbers, Aadhaar and other personal details are detected and redacted from transcripts and feedback before they're stored or shown to users.

Does it map complaints to RBI and IRDAI categories?

Yes. Falcon tags each complaint to the RBI or IRDAI complaint taxonomy, tracks it against your timelines and escalates it to the Internal Ombudsman if it's unresolved in 48 hours.

All products

See Falcon on your banking & financial services feedback.

Book a 30-minute demo. We read your brand's public reviews first and bring the themes to the call.

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