Typewise orchestrates customer-service AI agents

Swiss artificial intelligence startup Typewise AG today launched Nova, a system designed to build, run and continuously improve customer-service AI agents without requiring dedicated operations specialists.

Nova isn’t a customer-facing chatbot but an orchestrator that works behind the scenes to maintain agents’ knowledge, instructions, workflows, evaluations and guardrails as business conditions change. Typewise said its own research indicates that most customer service teams run AI as disconnected tools.

The company said its system monitors agent performance, tests proposed changes and adjusts operations automatically while leaving customers in control of what the agents are permitted to do.

Nova’s agents can resolve requests across email, chat and WhatsApp, answer presales questions and guide customers inside products. The platform integrates with existing applications, from Intercom Inc., Zendesk Inc. and Shopify Inc., and can transfer conversations to human operators when needed.

Typewise argues that the operational work required to keep AI systems accurate and current is preventing many customer-service pilots from reaching production. “Every company that deploys AI agents creates a new operations job,” said Typewise Chief Executive and co-founder David Eberle. “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.”