An AI support assistant on web and WhatsApp that answers questions and tracks orders 24/7.
Retail
Multi-brand online and in-store retailer.
Web Chat, WhatsApp & Agent Console
Customers chat anywhere; agents work from one inbox.
AI Assistant & Automation
Knowledge base, integrations and human handover.
AI Strategy & Engineering
Use-case design, retrieval pipeline, integrations and analytics.
AI Support Platform
Custom assistant grounded in the retailer's own data.
We analysed thousands of past support tickets to find what could be automated, then designed, built and tuned an assistant that knows the store inside out.
A growing retailer's support team was buried under repetitive questions about orders, returns and sizing, leaving customers waiting hours for simple answers.
We built an AI assistant grounded in the store's catalogue and policies. It answers questions, looks up orders through the store's API and hands complex conversations to a human with full context.
What we delivered
The impact Nova Assist has on the people who use it every day.
Customers get accurate replies in seconds, at any time of day.
Agents focus on complex cases instead of repetitive questions.
Every answer comes from the same approved knowledge base.
Analytics reveal what customers ask most and where listings confuse them.
A closer look at the experiences that make Nova Assist work.
The assistant retrieves the right product details and policies before replying, so answers are accurate and on-brand.
Assistant
Online · replies instantly
Customers share an order number and the assistant fetches real-time status, delivery dates and return eligibility.
Tracking #1042
Arriving in
2h 15m
When a question needs a person, the chat moves to an agent inbox with the full history and suggested replies.
Today
Dashboards show resolution rates, top topics and unanswered questions so the assistant keeps getting better.
Overview
1,284
This week
92%
On time
4.8
Rating
Each user gets a dedicated experience with exactly the access they need — all working from the same live data.
Get instant answers and order updates on web or WhatsApp.
Pick up complex conversations with full context.
Monitor resolution rates and customer satisfaction.
Spot recurring product questions and fix confusing listings.
Great products hide a lot of careful engineering. Here's what it took to make this one fast, secure and reliable.
Catalogue and policy content is indexed and retrieved so every answer is grounded in real data.
Answer checks and confidence thresholds route uncertain cases to a human agent.
The assistant can look up an order only after verifying the customer.
Nightly syncs keep prices, stock and policies up to date.
One conversation engine serves both website chat and WhatsApp.
Caching and model routing keep AI costs predictable as volume grows.
How Nova Assist's apps, backend and services fit together.
Apps & clients
Website Widget
React · web chat
Business API
Agent Console
React · support inbox
Core backend
AI Orchestrator
FastAPI · retrieval, tools & guardrails
Data & services
LLM Provider
OpenAI models via API
Vector Store
Indexed catalogue & policies
Store API
Orders, stock & returns
A clear, phased plan with weekly demos — so there were never any surprises.
01 · Week 1
Ticket analysis, use-case selection and knowledge inventory.
02 · Week 2
Flows, tone of voice, escalation rules and guardrails.
03 · Weeks 3–7
Retrieval pipeline, store API, WhatsApp and agent console.
04 · Week 8
Evaluation on real questions, tuning and phased rollout.
Proven, well-supported tools chosen for performance, security and long-term maintainability.
We've done it before. Tell us about your idea and we'll share a clear plan, timeline and estimate within 24 hours.
hello@devcoders.com