14 · Channels

Handle inbound and outbound calls, then hand off cases that need a person

Handles inbound and outbound calls in Arabic and English, routes exceptions to staff, and records calls only when enabled under applicable consent rules.

In 30 secondsVoice AI Agents

What it performs

Handles inbound and outbound calls in Arabic and English, routes exceptions to staff, and records calls only when enabled under applicable consent rules.

Tools and channels

The client's existing telephone numbers, through a telephony provider

What stays human

Exceptions and sensitive decisions that require authority or human judgement.

What it does

On an inbound call the agent identifies the caller against the CRM where a record exists, handles the request within its defined scope — booking, order status, opening hours, account balance — and transfers to a member of staff where the matter requires one. On outbound calls it performs appointment confirmations and reminders, delivery notifications, satisfaction checks and first-stage collections. When recording is enabled in line with consent and legal requirements, the call is recorded, transcribed and summarised into the customer record.

How it works, step by step

This standard example shows the steps, decision rules, and human handoff point. We tailor it after reviewing your systems and policies.

Arrives fromAn inbound call or a scheduled outbound call
Step 1Answers immediately and identifies the caller against the CRM
Step 2Handles the request within its scope: booking, order status, opening hours, balance
ChecksIs the request inside the agent's defined scope?
- In scopeCompleted on the call itself, without a transfer
- Out of scopeTransferred to a person with the call context — the customer does not restart
RecordedA recording, transcript and summary against every call in the customer record

Operates across

The client's existing telephone numbers, through a telephony provider

What is included

01Inbound answering with caller identification against the CRM

02Outbound confirmation, reminder and collection calls

03Transfer to a member of staff with the call context

04Recording, transcript, and summary when recording is enabled under applicable requirements

The guardrails it runs under

Four principles govern what we build and what we decline, and they apply to every agent without exception.

Operational honestyWe commit only to processes we can measure. Where an agent cannot outperform the current method of working, we say so before the contract is signed.

Human oversight by designEvery agent operates within defined limits and escalates to a named individual. Authority is granted deliberately by the client and never assumed by the system.

Arabic first, English equallyYour customers write in dialect, switch language mid-sentence, and expect to be understood. We build for that reality rather than translating around it.

Deliver, then expandWe begin with one high-impact process and earn the next. Scope discipline protects your budget as much as it protects our credibility.

Included in every engagement

Defined permissions, escalation to a named owner, and reporting
Delivery as a scoped pilot, an operations retainer, or a build-and-handover project
Operation across WhatsApp, web chat, voice, email, and your CRM and calendar

Identify the process that carries the highest cost

We will demonstrate how a Falaq agent would carry it out, beginning with a scoped engagement and measures agreed in advance.

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