Human coverage hours

Human Nodes cover your brand on weekdays, during business hours in Eastern Time. The AI answers your customers at any hour, every day. Outside the human hours, the AI keeps resolving what your policy allows, and tells the customer when a person will be available.

The coverage hours

Human coverage follows a single model, the same for every brand: Monday to Friday, from 9:00 to 17:00 Eastern Time, in two service modules.

• Atlas — 9:00 to 12:00 ET.
• Apollo — 13:00 to 17:00 ET.

From 12:00 to 13:00 ET no Human Node is on your brand. There is no other coverage model to choose.

Who answers outside those hours

The AI works 24/7. At any hour it answers informational requests and resolves the money cases your policy allows it to resolve on its own. What your policy does not delegate is escalated to your helpdesk, at any hour.

Only human coverage follows the hours above. Razviel does not offer human coverage around the clock.

When a case needs a Human Node after hours

The AI does not promise a transfer that cannot happen. It tells the customer when the Human Nodes are available, and the message depends on how long the wait is.

Outside coverage hours

Overnight, the wait is hours long. The AI saves the case and asks the customer to come back during coverage hours, when it transfers the case right away. On email, the case stays saved and is picked up in the next coverage window.

During the midday gap

The wait is about an hour. The AI offers the customer two options: wait in the chat to be transferred when the Human Nodes are back, or come back later, with the case already saved.

Coverage is a design, not a promise per person

Human Nodes are independent service providers under contract with Razviel. Razviel does not guarantee that a specific Human Node will be available, or that human coverage will never be interrupted. When human coverage is interrupted, the AI keeps operating and what it does not resolve goes to your helpdesk. See When a Node disconnects or misses a module.