Question 1

How does an AI support agent handle customer queries?

Accepted Answer

Nova uses your knowledge base, product documentation, and past support tickets to answer customer questions instantly. It understands natural language, so customers can ask questions in their own words and receive accurate, helpful responses within seconds — any time of day.

Question 2

What percentage of queries can Nova resolve without a human?

Accepted Answer

Nova auto-resolves between 80 and 95 percent of common support queries, including order status checks, refund requests, FAQs, and account-related questions. Complex or sensitive issues are escalated to a human agent with full conversation context already attached.

Question 3

Is Nova available outside business hours?

Accepted Answer

Yes. Nova operates 24 hours a day, 7 days a week, 365 days a year. Customers in Malta and internationally always receive an immediate response regardless of time zone, public holidays, or peak demand periods.

Question 4

How does Nova handle complex issues it cannot resolve?

Accepted Answer

When Nova encounters an issue outside its scope, it escalates to the appropriate human agent with a full transcript of the conversation, the customer profile, and a suggested resolution. This means your team picks up where Nova left off without asking the customer to repeat themselves.

Question 5

Can Nova support multiple communication channels at once?

Accepted Answer

Yes. Nova handles support across WhatsApp, email, live chat, and social media platforms simultaneously from a single dashboard. This gives Malta businesses a unified support experience without hiring additional staff for each channel.

Nova

What Nova Does

Nova FAQ

More AI Agents

Ready to deploy Nova?