Answers from your documents
Reads help pages and PDFs and shows where each answer came from.
Nova — AI customer support assistant
An AI assistant that answers customer questions from the company's own documents and hands over to people.
- Client
- Concept project
- Industry
- Professional Services
- Services
- AI & Automation
- Timeline
- 6 weeks
Customers get answers in seconds, and the team handles only what needs a person.
Overview
Nova is a concept AI assistant that answers customer questions from a company's own help pages and documents, on the website and on WhatsApp. When it is not sure, it hands the conversation to the team with a summary.
Goals
- Answer common questions instantly, day and night
- Free the team for questions that need a person
- Keep answers accurate and based on real documents
The challenge
The support team answered the same questions every day, replies took hours at night and at weekends, and the answers were spread across PDFs and old emails.
Our approach
- 01
Answers from your documents
The assistant reads help pages and PDFs and cites where answers come from.
- 02
Website and WhatsApp
The same assistant works on the website chat and on WhatsApp.
- 03
Human handover
When it is unsure, it passes the chat to the team with a summary.
Inside the concept
Website and WhatsApp
The same assistant on both channels.
Human handover
Passes tricky chats to the team with a summary.
Easy updates
Add or replace documents without a developer.
Conversation insights
See the most asked questions and gaps in your help content.
Project timeline
How it would run
Discovery1 week
Collect documents and common questions.
Build3 weeks
Knowledge base, assistant and channel set-up.
Testing1 week
Accuracy checks with real questions.
Launch1 week
Go live and tune answers in the first weeks.
Deliverables
- AI chat for the website
- WhatsApp assistant
- Knowledge base
- Admin dashboard
- Handover to the support team
Gallery
Inside the project
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