Typewise orchestrates customer-service AI agents

Swiss startup Typewise AG has launched Nova, a system built to run customer-service AI agents behind the scenes. The pitch is simple: don’t make companies hire a separate operations team just to keep those agents useful, safe and up to date. Nova is not the chatbot customers see. It’s the machinery underneath it.

Typewise says its own research found that many customer-service teams are using AI as a pile of disconnected tools. Nova is meant to stitch that mess together. It watches performance, tests changes, updates knowledge and instructions, and keeps guardrails in place as the business changes. When a customer request comes in, an AI supervisor figures out the intent and sends it to the right specialist agent.

That agent can pull from more than 3,500 connected knowledge bases and systems, including CRM, ERP, billing, commerce and logistics tools. It can check an order, change a booking, update an address or issue a refund. Companies describe what they want in plain language, authorize the connections and set limits for sensitive actions. Every step is logged. If judgment or approval is needed, the case goes to a human through Typewise’s inbox or an existing help desk, with context attached.

The company says the system works across email, chat and WhatsApp, and can answer presales questions or guide customers inside products. It integrates with tools from Intercom, Zendesk and Shopify. Nova starts by drafting replies alongside human staff, then expands into more request types. Typewise says an initial use case can go live within minutes, though customers usually expand over several days.

There are already some numbers to hang on the idea. At HealGreen LLC, a Hamburg telemedicine platform, AI agents handle 70% of incoming inquiries and fully resolve between 75% and 85% of them, according to Typewise. At Beurer North America LP, the company says the system autonomously resolves 65% of incoming inquiries with a success rate above 90%. For human-fielded requests there, average handling time dropped from 12 minutes to six. Nova is available now, with outcome-based pricing and a promotion that gives new customers 1,000 resolutions and three free months until today.