Felina AI
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How it works

Teach it once. Felina handles the calls.

Felina works from the information and systems you approve. Here's how a deployment comes together, and where your team stays in control.

Five steps

How Felina works

Five steps from your business knowledge to handled calls. What Felina can do in your business depends on the information and systems you approve.

  1. Step 1: Configure

    Share approved business information — products, services, timings, policies and how you like customers handled.

    Felina only uses the information you approve.

  2. Step 2: Connect

    Link your phone line and, where needed, authorised systems such as your CRM or inventory.

    Integrations depend on your system, API access and data permissions.

  3. Step 3: Converse

    Felina answers and makes the calls it has been configured for, in English or Tamil.

    Language and dialect coverage depends on what has been configured and tested.

  4. Step 4: Escalate

    When a caller needs a person, Felina hands the call or the enquiry to your team.

    Needs a defined escalation path to your staff.

  5. Step 5: Review

    Your team reviews call outcomes and picks up the follow-ups that need a human.

    Automatic logging into a CRM needs an integration.

Call execution

What happens on a call

  1. Step 1: Answers or places the call

    On your business number — or an approved outbound call to a customer who has consented.

  2. Step 2: Understands the request

    In English or Coimbatore Tamil.

  3. Step 3: Answers from approved information

    Or checks an authorised system, such as inventory or order data, where one is connected.

  4. Step 4: Records the outcome

    In the fields you agreed: what the caller wanted, the next step, and whether it was handed over.

  5. Step 5: Hands over when needed

    To your team, by transfer or callback request, following your escalation rules.

Before go-live

What we need from you

  • Approved business information — products, services, policies, prices and timings
  • The calls you want handled, and the ones that must always go to a person
  • Escalation contacts and the hours they're available
  • Access to any systems you want connected, such as a CRM or inventory
  • Consent-appropriate contact lists for any outbound calls

Escalation

When Felina hands over to your team

Felina is designed to stay inside the information you approve. When a conversation goes beyond it, a person takes over.

  • Caller asks for a person

    Felina passes the call or the enquiry to your team.

  • Question outside approved information

    Felina doesn't guess. It records the question and hands it over.

  • Sensitive or urgent topics

    You define which topics always go straight to staff.

After go-live

Performance review

  • Fix gaps in knowledge

    Questions Felina handed over because the answer wasn't in approved information show you what to add.

  • Measure against a baseline

    Outcomes are compared with the baseline agreed before go-live, using data from your own systems.

  • Adjust as you change

    Update products, timings, scripts and escalation rules when your business changes — Felina uses the latest approved version.

How results are measured

Languages

English and Tamil, in a local voice

Felina is configured for English and Coimbatore Tamil today. Its wording follows the approved local style for your business, so callers hear the way they speak at home.

Other regional styles and languages are added only after testing. If you need one, tell us during your demo.

Walk through it on your own calls

Book a demo and we'll map Felina to the calls your team handles today.

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