Typewise orchestrates customer-service AI agents

Swiss AI startup Typewise AG has introduced Nova, a system aimed at creating, managing, and enhancing customer-service AI agents without the need for dedicated operations specialists. Unlike a customer-facing chatbot, Nova operates behind the scenes to maintain agents' knowledge, instructions, workflows, evaluations, and guardrails as business conditions evolve. According to Typewise's internal research, many customer service teams treat AI as separate tools rather than a cohesive system.

Nova's primary function is to monitor agent performance, test proposed changes, and adjust operations automatically while maintaining control over what the agents can do. The platform supports multi-channel interactions, including email, chat, and WhatsApp, and can handle presales inquiries and guide customers through product usage.

Nova integrates seamlessly with popular applications like Intercom, Zendesk, and Shopify, and can seamlessly transfer conversations to human operators when necessary. This is achieved by Typewise's AI supervisor, which identifies the customer's intent and routes the case to an appropriate specialist agent. The agent can access over 3,500 connected knowledge bases and systems to gather relevant information and perform various tasks, such as checking orders, changing bookings, updating addresses, or issuing refunds.

Companies can authorize connections and specify in plain language what the AI should accomplish, eliminating the need for programming each workflow. Administrators can set automation limits and require approval for sensitive or high-value actions, with each action logged for auditing purposes. In cases requiring judgment or authorization, the conversation and context are transferred to a human employee via Nova's inbox or an existing help desk.

Nova initially drafts replies alongside human employees, enabling teams to review the generated content before assigning it to more request types. The platform supports rapid deployment, with an initial use case potentially going live within minutes. However, most customers typically expand Nova's deployment over several days. In a pilot, AI agents at HealGreen LLC, a Hamburg-based telemedicine platform, now handle 70% of incoming inquiries across email, chat, and WhatsApp, fully resolving between 75% and 85% of them.

Beurer North America LP autonomously resolves 65% of incoming inquiries, with a success rate above 90%, and a significant reduction in average handling time from 12 minutes to six minutes.

Data can be hosted in Europe or the United States, ensuring zero data retention and no customer information used for model training. Nova's pricing model is outcome-based, charging fully resolved requests, half the price for partial resolutions, and offering free resolutions for unresolved requests. For new customers, a promotional offer includes 1,000 resolutions and three months free. Nova is accessible immediately and operates under a subscription pricing structure.