Global Support
Your customer writes in French.
The 24/7 AI detects the language a message arrives in and is designed to answer in it. Six markets stop meaning six support teams.
The 24/7 AI is designed to answer in the language a message arrives in.
Customer side — six markets, six registers
CUSTOMER SIDE
OPERATING SIDE
Lyon · fr-FR · 03:14
Retour hors délai
Hamburg · de-DE · 04:02
Nachbestellung
Milan · it-IT · 22:47
Cambio taglia
Madrid · es-ES · 01:39
Garantía 12 meses
Porto · pt-PT · 06:21
Saltar entrega
Antwerp · nl-BE · 23:58
Pakket bezorgd?
6 markets · 6 registers
1 register
Return · window closed
Backorder · ETA
Exchange · size
Warranty · 365d
Subscription · skip
Shipping protection
ONE OPERATING REGISTER · en
Same cases · same policies · same record
6 markets · 6 registers
1 register
ONE OPERATING REGISTER · en
fr-FR03:14
Retour hors délai
Return · window closed
de-DE04:02
Nachbestellung
Backorder · ETA
it-IT22:47
Cambio taglia
Exchange · size
Razviel Console
Human Node · certified for this brand
#PT-4471
When it escalates
The handoff to a human never changes the customer’s language
Every ticket enters through the 24/7 AI. When one escalates, the Human Node works in English and the AI Manager translates both directions, by design.
Turns · one conversation
01
Customer
Tier 0
pt-PT
02
Sarah · AI
Tier 0
pt-PT
03
Customer
Tier 0
pt-PT
04
Sarah · AI
Tier 0
pt-PT
05
Customer
Tier 0
pt-PT
06
Human Node
Tier 1
pt-PT
07
Customer
Tier 1
pt-PT
08
Human Node
Tier 1
pt-PT
Tier 2 · the brand · same record, same register
Loaded case
Subscription · skip next delivery
Porto · pt-PT · €142,00 · policy cell sub_skip · Loyal
Composer · authored en
Your December delivery is paused. The January box ships on the 4th and the €142,00 charge moves with it. Nothing else on the subscription changes, and you can bring December back any time before the 28th.
Send
delivers pt-PT
1 brand certified6 markets served1 language spoken0 external tools
How Human Nodes operate →
When it escalates
The handoff to a human never changes the customer’s language
The Human Node works in English and the AI Manager translates both directions.
Razviel Console
Human Node
#PT-4471
01
Customer
pt-PT
02
Sarah · AI
pt-PT
03
Customer
pt-PT
04
Sarah · AI
pt-PT
05
Customer
pt-PT
06
Human Node
pt-PT
07
Customer
pt-PT
08
Human Node
pt-PT
Tier 2 · the brand · same record, same register
How Human Nodes operate →
The record
The customer sees their language. You see your operation.
One ticket record, two views. Only the words are translated.
Ticket #PT-4471 · Porto · pt-PT
CUSTOMER FACE · pt-PT
#PT-4471
€142,00
sub_skip · Loyal
skip_next_delivery
Resolved · Tier 1
WORKING FACE · en
ORDER
VALUE
POLICY CELL
ACTION
OUTCOME
The record
The customer sees their language. You see your operation.
One ticket record, two views. The order, the amount, the policy and the outcome are the same fields on both sides. Only the words are translated.
Group your whole footprint by market →
The manual loop
Nobody leaves the Console to answer a French customer
Without one integrated system, every reply in another language takes seven manual steps across three tools: the helpdesk, a translator and notes.
Without one integrated system, every reply in another language takes seven manual steps.
WITHOUT AN
INTEGRATED SYSTEM
REPEAT
Copy the message
person · helpdesk
Paste into a translator
person · translator
Read the translation
person · translator
Write the reply
person · notes
Translate the reply
person · translator
Paste it back
person · helpdesk
Send, and hope it held
person · helpdesk
WITH RAZVIEL
1
act, by a person
1 surface · 0 side tools
PER MESSAGE · 7 ACTS · 3 SURFACES · AND IT COMES ROUND AGAIN
WITHOUT AN INTEGRATED SYSTEM
01
Copy the message
helpdesk
02
Paste into a translator
translator
03
Read the translation
translator
04
Write the reply
notes
05
Translate the reply
translator
06
Paste it back
helpdesk
07
Send, and hope it held
helpdesk
REPEAT
WITH RAZVIEL
1
act, by a person
1 surface · 0 side tools
Charter
case × segment
50 ticket types × 9 segments
Routing
channel × case
7 channels × 50 ticket types
Escalation
case × tier
50 ticket types × 3 tiers
Roster
module × node
10 modules × 6 Nodes
Ticket record
field · 18 positions
market
FR DE IT ES PT BE
FIVE STRUCTURES
KEYED BY MARKET · 0
A market is a value the record carries, never a key.
The operating model
Adding a market adds a value, not an operation
Your policies are set by case and segment, your routing by channel, your Human Node schedule by shift. Nothing is set by market, so a new market needs no new setup.
What going live actually takes →
The operating model
Adding a market adds a value, not an operation
Charter
case × segment
50× 9
Roster
module × node
10× 6
Escalation
case × tier
50× 3
Routing
channel × case
7× 50
Ticket record
18
FR DE IT
ES PT BE
Nothing in your setup is set by market.
What going live actually takes →
Sell in any language. Hire in none.