Typewise Unveils Nova, an AI Operations Platform for Customer Service

Typewise AG, a Swiss artificial intelligence firm, unveiled Nova today—a platform engineered to construct, operate and refine customer-service AI agents while dispensing with the requirement for specialized operations personnel. Rather than functioning as a direct customer interface, Nova operates as a management layer that preserves agent knowledge, directives, processes, safeguards and operational boundaries when circumstances shift. Internal findings from Typewise suggest that most customer service departments treat AI as a collection of isolated applications.

The platform continuously tracks agent output, validates modifications and modifies workflows on its own, while preserving organizational authority over agent permissions. Nova's agents can fulfill requests via email, chat and WhatsApp, respond to presales inquiries and facilitate product navigation. The system connects with established platforms including Intercom Inc., Zendesk Inc. and Shopify Inc., and can hand off interactions to staff members as circumstances warrant.

Typewise contends that the operational overhead needed to maintain AI accuracy and relevance is blocking numerous customer-service initiatives from moving beyond pilot phases. "Every company that deploys AI agents creates a new operations job," stated David Eberle, Typewise's Chief Executive and co-founder. "Someone must monitor them, update their knowledge, test changes and decide when they are ready for more responsibility. Nova is that 24/7 operations team."

How Nova Works

Nova sits between an organization's customer-service infrastructure and business systems. Upon receiving a request, an AI supervisor determines what the customer needs and directs the matter to the fitting specialist agent. That agent retrieves data from over 3,500 accessible knowledge repositories and platforms, encompassing customer relationship management, enterprise resource planning, billing, commerce and logistics solutions. The agent can execute numerous resolution steps, such as verifying an order, modifying a reservation, revising contact details or processing a reimbursement.

Organizations establish integrations and communicate their requirements in everyday language, removing the necessity to code individual workflows, according to Typewise. Supervisors can establish automation thresholds and mandate authorization for delicate or high-value transactions. All operations are documented for compliance purposes. Matters demanding discretion or sign-off are routed to a team member via Typewise's interface or an existing ticketing system, including full conversation history and supporting details.

Nova initially generates responses alongside human staff, enabling review before expanding the agent's scope. Typewise indicates that an initial implementation can launch in minutes, though organizations commonly scale up over several days.

Real-World Results

At HealGreen LLC, a Hamburg-based telemedicine service, AI agents are managing 70% of incoming communications across email, chat and WhatsApp, with full resolution rates between 75% and 85%, Typewise reports.

Beurer North America LP independently resolves 65% of arriving inquiries with a success rate exceeding 90%, per Typewise. The typical resolution period for human-managed requests decreased from 12 minutes to six.

Pricing and Data Protection

Typewise indicates that customer information can reside in European or American data centers, with no data persistence and customer data excluded from model development. Nova launches today with consumption-based pricing: fully resolved inquiries carry standard fees, partially resolved ones are charged at half rate and unresolved inquiries incur no cost.

A limited-time offer expiring today grants new users 1,000 resolutions and three complimentary months.