FAQ
Questions we often get.
Short, and without the tech talk. Missing a question? Email or call us and we'll add it.
What exactly do you do?
We put an AI colleague in your business that handles your customer contact on its own. Nova reads incoming email and WhatsApp messages, understands what they are about and answers them in your own tone of voice. You cannot buy phone from us: Nova works in text, not in voice.
It does not stop at answering: Nova schedules appointments, drafts quotes and records intake conversations. If it is unsure about something, it hands the message to a colleague of flesh and blood.
What makes you different from other AI companies?
Most parties sell you a project: months of discussion and research first, and only after that something that works. We deliver an AI colleague that already works and that we keep managing for you — we handle updates and maintenance, you have nothing to keep track of.
And you decide where your data lives: in our European cloud, or on a server at your own office. With most providers that is not a choice at all.
Does it work with the software we already use?
Nova works with your existing email, with WhatsApp Business and with your calendar — so you do not have to switch to something new and your team keeps working the way it is used to.
If you also use your own system for things like orders or customer records, we look at what is needed to let Nova work with it during the intake conversation.
How long before Nova is up and running?
You are usually live within four weeks. Novot AI completely unburdens you throughout the setup: we conduct an intake conversation together, analyze your existing communication from the past 90 days, and configure the system to match your company tone.
Then comes a shadow week where Nova prepares draft answers for your review. You decide when it goes live: we only switch it on once you give the go-ahead.
What if Nova gives a wrong answer?
Every answer appears in your dashboard, where you can read it back and correct it. From every correction Nova remembers that exception, so the same mistake does not happen twice.
If Nova is unsure, it passes the message to your team instead of guessing.
What happens to our data?
With Nova Air we do not keep message content beyond the processing itself. No message content ends up in our logs, only a cryptographic fingerprint from which the content cannot be read back; we keep those fingerprints for a maximum of 90 days. So who can read them? Our AI supplier reads the content of a message in order to draft the answer; that supplier sits outside the EU, is contractually not allowed to train on it and normally deletes the message within 30 days. On top of that, our own people can reach the data as far as troubleshooting, support or maintenance requires; they are bound by confidentiality.
With Nova Vault the server sits at your own office: your documents and knowledge base stay there, and you decide how long. What does leave is the content of a message: there too it goes to that same AI supplier outside the EU to draft the answer. Beyond that we can only reach it if you grant us remote access for support or maintenance.
What about privacy and GDPR compliance?
What we do is set down in a data processing agreement that comes with every contract as standard: it states what we may and may not do with the data. Messages travel encrypted, we do not keep the content beyond the processing itself, no message content ends up in our logs, and contractually your data is not used to train AI models.
The application runs on servers in the EU. Only the drafting of the answer goes through an AI supplier outside the EU; that transfer is covered by the standard contractual clauses the EU prescribes for it. How long we keep what is listed per type of data in our privacy statement. With Nova Vault the server sits at your own office; there too the content of a message goes to that supplier outside the EU to draft the answer.
What we do not promise: that Nova makes you compliant by itself. That also depends on how you deploy it and what you arrange around it. We take care of the measures on our side and supply the documents you need. We hold no certification and no external audit has been carried out.
Is Novot AI also suitable for smaller organizations?
Absolutely. Especially for smaller teams it saves work, because repetitive emails and WhatsApp messages no longer each demand attention from a person. Phone calls fall outside that: Nova works in text, not in voice.
Does Nova also work in English?
Yes. Nova automatically sees which language a message comes in and answers in that same language. Dutch and English are included as standard.
Do we have to tell our customers they are talking to an AI?
Yes, and since 2 August 2026 that is no longer a choice: on that date the transparency rules of the European AI Act became applicable. Writing about the AI Act, the European Commission states that people must be made aware they are interacting with a machine so they can make an informed decision.
With Nova it is built in as standard: every message the AI sends makes clear it comes from an AI. You do not have to switch anything on for it, and you cannot switch it off by accident either.
Can Nova make decisions about our customers on its own?
For everyday work, yes: scheduling an appointment, changing an address, preparing a quote or cancelling an order are all carrying out what has already been agreed.
For decisions that genuinely affect someone it is different. Article 22 GDPR prohibits, as a rule, decisions based solely on automated processing that significantly affect someone; the Dutch implementation act carves out an exception in article 40 only in narrowly described cases, and not on the basis of profiling.
In practice: Nova prepares and completes the work, but the moment a decision genuinely affects someone, it goes to a human. Exactly where that line sits is something we establish together during the intake conversation.