Typewise Nova - AI customer experience that builds and improves itself
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Nova is the AI Operator that builds and improves your AI customer experience team, no developer required.
Describe in plain language how customers should be handled and connect your tools. Nova builds the agents, tests them on past tickets and shows you what failed before anything goes live. Once running, it monitors quality and proposes fixes 24/7 for approval.
Agents resolve whole requests, from orders and refunds to plan changes, across email, chat and WhatsApp. Unresolved requests are free.
Replies
Congrats @davideberle Can Nova help improve an existing AI support agent, or is it mainly for new agents?
Typewise
@barnaby_lloyd what existing AI support agent are we talking about? Nova wouldn't configure your existing ticketing system. But, Nova could read out your existing Zendesk/Intercom setup as a starting point, and create Typewise AI Specialists out of that. Those specialists then get continuously improved by Nova, or new ones might get added, etc.
I am curious how it handles duplicate entries if a customer emails and chats at the same time.
Typewise
@sandy_leventh it recognizes that and merges the ticket; it can of course only recognize this if: customer is logged in (e.g. shop / portal) or shares their name/email/ID on the chat, and you can match that with the email address, or something similar depending on your setup. how are your customers identified?
This could save teams a lot of time and consultant costs. How long does it usually take to set up Nova?
Typewise
@easton_carter easy case is 15min :-) say for a start-up with 2-3 systems to connect (CRM, Payment, Meeting Booker, Core System) via MCP you probably need ~1h to hook them in, and spend another ~1h with Nova to set up all the skills and first test cases. Channels are then set up in another 15min, or ~1h in case you need proper authentication (login, magic link, etc.) for sensitive customer issues. So say for an SMB/Start-up you're live and tested same day.
This is a smart approach to AI customer service. Can Nova identify when an agent gives a poor response?
Typewise
@daris_esteban you mean when an AI agent gives a poor response, or a human agent?
This feels like a natural evolution from simple AI chatbots to truly useful AI agents.
Typewise
@flora_kendall that's exactly it :-)
A friend in B2B recommended I check out Typewise for our billing tickets, so here I am!
Typewise
@jabari_zuri cool! which billing system you use? Stripe? how are tickets currently handled?
My support team suggested trying this to reduce manual CRM updates across multiple channels.
Typewise
@upendra_kumar17 great, give it a spin and let me know how you manage through the onboarding! what CRM are you using?
In what manner does Nova evaluate the agents with respect to old tickets? Is it by playing back real conversations or simulating new conversations?
Btw, Congrats @davideberle & team on the Excellent launch of Typewise Nova. 🚀✌️
Typewise
@aymi_malik you could task it to back play, but usually you'd use past tickets to determine what AI Specialists shall be set up, and then the automated testing will run using simulated conversations (to ensure variability and avoid over-optimization)... where do you handle tickets currently?
how do you keep tests on past tickets from overfitting to the old way the team handled them
Typewise
@mattkilmer the tests don't run on past tickets but on simulated conversations (multiple variants). based on past tickets you (or Nova) define the test cases, which then contain a scenario and an expected outcome (with optional assertions of what tools must/must not be called). but then simulations create variants of this. also the results don't automatically adapt your AI specialists, but if tests fail Nova will analyze why, and will suggest adapting the instructions if that's the best course of action.
@davideberle that separation makes sense, do you version the expected outcome and tool assertions when the policy behind a test changes
Typewise
@mattkilmer good question, right now you'd update the test and the versioning gets logged, but a visible versioning should come in the future
Humalike
Congrats on the launch! Thoughts on humalike.ai? good or bad fit?
Typewise
@mcarmonas hmm, it looks cool! I'd need to see proper product specs to understand: what is it exactly, how does it work, and then I can give you a more detailed answer :-)