Faster answers, in both languages, without losing quality
For customer-service and contact-centre leaders, especially with customers in two languages: English and French in Canada, English and Arabic in the GCC.
The question you are asked
iSystematic works with customer-service leaders who are asked whether the team can answer faster, in both languages, without losing quality. The answer has to come in the centre's own measures, against a baseline taken before anything changes.
Where most start
Most start with a six-week Pilot of the Bilingual Service Desk on one queue.
A different start fits a queue that runs in one language: a Pilot of the Front Door Agent on that queue.
What we deliver
Both solutions run the customer-facing channels on ARIA by Simplification.io, which your organisation subscribes to directly with Simplification.
Bilingual Service Desk
A front door in two languages, with answers drawn from approved bilingual sources.
Front Door Agent
One front door across email, web chat, WhatsApp and forms: answers from approved sources, drafts the rest, escalates what needs a person.
AgentOps
Monthly monitoring, evaluation re-runs and vendor and model change checks after go-live.
How the pilot is measured
The pilot is measured in the centre's own terms, with the baseline taken before it starts.
- First-contact resolution
- Handle time
- Escalation rate
- QA sampling of replies
Quality, before go-live
Every bilingual knowledge base is reviewed by a fluent person at your organisation, and the action policy is agreed with you before go-live. Whether ARIA sits beside or in front of your existing contact-centre platform is decided and stated for your case. ARIA's assurance information is Simplification's to publish, on its own site; we never restate it as ours.
What you hold at the end: a fictional sample
This fictional pilot measurement note is for a fictional bilingual billing queue; it shows the structure, and a real note carries the centre's own figures.
| Measure | How it was taken | What the note records |
|---|---|---|
| First-contact resolution | From two weeks of tickets before the pilot, then the same query after six weeks | Before and after, per language, and any tickets excluded with the reason |
| Handle time | Including the agent's review of every drafted reply | Before and after, per language |
| Escalation rate | Escalations to a person, per language | The rate, and the reasons given |
| QA sampling | A fluent reviewer samples replies in each language every week | Errors found by type, and what was changed |
Fictional, and shown without figures. A real note reports what the pilot measured, including no change or a worse result.
What it is built on
The desk is built from the same deposited frameworks as every iSystematic solution; the full stack is on How we build.
| Framework | In this work | You keep |
|---|---|---|
| PARA | Perception on every channel; reasoning by classification and confidence; action limited to the replies and routes the action policy lists; knowledge and skill changes only with the owner's sign-off. | Agent registry entry |
| Tiered Human-in-the-Loop (AP-4), from the Pattern Language | Three tiers: automatic, held for approval, and person only. | Approval records |
| AI Data Governance Framework™ | Each answer exists in both languages, linked, with the translation's lineage and its fluent reviewer. | Bilingual source register |
| AI Vendor Risk Framework (AVRF)™ | The front-door platform and every model provider are assessed as vendors. | Vendor records; exit plan |
| Cross-Border AI Architecture Patterns™ | Where data and inference sit, chosen from the residency rules for Canada or each GCC jurisdiction. | Boundary set; the chosen pattern |
Until Simplification confirms that a message type can be held for approval regardless of confidence, the held tier is configured by routing to ARIA's review queue and tested before go-live.
Buying from us
You contract with iSystematic Inc., in Canada. Build work is delivered by the studio's team of 10+ expert builders; enterprise readiness work is led by Nabeel Khan personally.
First steps, such as the Automation Assessment and a Pilot, are fixed fees, shared on a short call. A build is scoped after the pilot, and AgentOps is monthly.
What the research says
These are published studies, not our results. Ours will come from documented pilots.
5,172 customer-support agents at one firm, a Fortune 500 company that sells business-process software. The assistant was introduced in stages, not in a randomised trial. Task: customer-support chat, measured as issues resolved per hour.
The most experienced and highest-skilled agents saw small gains in speed and small declines in quality. The authors say the findings apply to one AI tool, used in one firm, in one occupation.
Brynjolfsson, Li and Raymond, Quarterly Journal of Economics, 2025 ↗Published studies, not our results. Ours will come from documented pilots.
Start
Start with a pilot on one queue, or tell us about the queue and one form routes you.
Where to go next
Operations leaders
For COOs: iSystematic's two-week Automation Assessment scores ten candidate tasks, recommends three solutions and sets a baseline before anything is built.
Municipalities
Municipalities: iSystematic starts with a staff AI-use policy or an Automation Assessment, then prepares council packages and resident answers you approve.
Bilingual Service Desk
The Bilingual Service Desk answers customers in English and French, or English and Arabic, from approved bilingual sources, built on ARIA by Simplification.io.
Front Door Agent
The Front Door Agent gives an organisation one front door across email, web chat, WhatsApp and forms, built on ARIA by Simplification.io, with people approving.
Pilot
iSystematic's Pilot puts one solution live for one team for six weeks, measured against a baseline from day one: the only route to a published result.
Conformance is self-declared; no regulator endorses this work.