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AI Agents

Agents that do the follow-up work. With your team in control.

Falcon's agents find what changed in your feedback, ask customers why, draft replies, open tasks for the right owner and check whether the fix worked. Each one works within limits you set and asks for approval where you want it to.

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  • 5 specialised agents
  • Human approval where you choose
  • Every action in the audit log
Agent run · goalCut card-decline complaints in Mumbai branches
  1. Insight agent

    Traced spike to one batch of POS terminals

    Done
  2. Survey agent

    Asked 340 affected customers for details

    Done
  3. Review-response agent

    Replied to 52 reviews, 9 held for approval

    Done
  4. Action agent

    Raised ticket with payments operations

    Running
  5. Outcome agent

    Re-measure complaints in 10 days

    Queued

What teams see with AI Agents

70%Of routine CX tasks automatedReplies, tagging, tickets and follow-ups.
5xMore issues investigatedPer analyst, per month.
11 daysFrom issue to verified fixMedian, down from six weeks.

How it helps

Everything AI Agents does for your team

Agents that investigate, ask, reply and follow through, under your rules.

01Investigate

Agents that find the issue and the evidence

The insight agent watches every channel for changes in volume and sentiment, traces them to a location, product or process, and hands the evidence to the survey agent to ask customers why.

  • Anomalies by theme, location and channel
  • Root cause with the comments behind it
  • Survey agent fills gaps with direct questions
Insight agent · new this weekVolume · negative share

  • Card declines at POS684

    88% neg

  • Branch wait time412

    61% neg

  • Net banking OTP delay297

    79% neg

  • Relationship manager help205

    15% neg

02Act

Replies, tickets and tasks, handled

The review-response agent answers reviews in your brand voice, and the action agent opens tickets in your helpdesk or tasks for a branch, each with the evidence attached and an accountable owner.

  • Replies drafted from your tone guide
  • Tickets routed by location and team
  • Agents hand work to each other toward one goal

  • Nikhil D.Google Maps

    Card declined twice at the counter and branch staff had no answer.

    Card declines

    AI reply Ready to post

    Sorry, Nikhil. We found a terminal fault at this branch and it is being fixed. Our team will call you today.

  • Fatima S.Google Play

    OTP takes three minutes to arrive and the login times out first.

    OTP delay

    AI reply Ready to post

    Thanks for flagging this, Fatima. We've passed it to our app team and will update you here.

  • Suresh B.Google Maps

    My relationship manager sorted out the loan papers in one visit.

    Staff praise

03Control

Guardrails, approvals and a full audit log

You decide what each agent may do on its own and what needs a person. Post replies to 5-star reviews, but hold anything that mentions a refund. Open tickets, but never close them. Every step is logged with who approved it.

  • Approval rules by agent, action and risk
  • Brand, legal and PII checks before anything posts
  • Audit log of every action and approval
Approval · reply mentions a refund Approve within 4 hrs
  1. 11:02
    Review-response agent

    Drafted reply, held for refund mention

  2. 11:02
    Guardrails

    Tone and PII checks passed

  3. 11:40
    Branch manager

    Reviewing the draft

  4. Next
    Audit log

    Record approver and final text

How it works

From first signal to measured outcome

  1. 01

    Set a goal

    Pick an outcome, such as fewer billing complaints in one region, or let the insight agent propose one.

  2. 02

    Set guardrails

    Choose what agents may do alone, what needs approval and who approves it.

  3. 03

    Let agents work

    Agents investigate, ask, reply and open tasks, handing work to each other with the evidence attached.

  4. 04

    Verify the outcome

    The outcome agent re-measures after the fix and reports whether it worked.

Channels

Works with the channels your customers use

Connect in days, with location and product context attached to every comment. 100+ more sources on request.

Popular in

  • Google MapsGoogle Maps
  • Google PlayGoogle Play
  • App StoreApp Store
  • WhatsAppWhatsApp
  • EmailEmail
  • XX
  • FacebookFacebook
  • TrustpilotTrustpilot

FAQ

Questions, answered

What does an AI agent do in Falcon?

Each agent handles one kind of CX work: finding issues, running surveys, replying to reviews, opening tickets and tasks, or checking outcomes. Falcon orchestrates them, passing work from one agent to the next toward a goal you set.

Can agents act without human approval?

Only where you allow it. You set approval rules by agent, action, channel and risk, for example posting replies to 5-star reviews automatically while holding anything about refunds or safety.

How do we know what an agent did?

Every action is written to an audit log with the evidence used, the output, any approval and who gave it. Logs can be exported for compliance reviews.

Do agents work with our existing tools?

Yes. The action agent can open tickets and tasks in your helpdesk or CRM through connectors or webhooks, or inside Falcon if you don't use one.

All products

See AI Agents on your own data.

Book a 30-minute demo. We read your brand's public reviews first, so the conversation starts from your customers, not a script.

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