Customers in other languages

Your customers can write to Razviel in their own language. The AI answers them in the language they write in. When a Human Node takes a case, the conversation is translated in real time in both directions, so the Node works in English and the customer reads their own language.

When the AI answers

The AI detects the language of the customer's messages and replies in that language.

When a Human Node takes the case

Human Nodes work entirely in English. The AI Manager, the AI beside the Node in the Console, translates between the two:

1. Customer to Node. The customer's message is translated into English. The Node reads the conversation in English.
2. Node to customer. The message is prepared in English: the AI Manager drafts it in the Node's voice, and the Node chooses a draft, edits it or writes their own. The drafts are already in your brand's tone, and anything the Node edits or writes is checked on the card, tone included, before it is released. When the Node sends it, it is translated into the customer's language last.

Because the tone is settled in English before the translation, your brand's tone carries into the customer's language. The Node is told when a translation is active, so they can write plainly and avoid expressions that do not translate well.

What the translation keeps

• The meaning of the message, exactly.
• The tone: formal, informal, frustrated or friendly.
• Names and references: product names, order numbers and tracking numbers stay as they are.

The translation changes only the language, never the content.

The record keeps both sides

The ticket keeps what each side actually saw: the customer's original message, the Node's English and the translations. Nothing is lost in translation, and you can read the conversation as it happened.