AI that closes the ticket, not just suggests an answer.
Public sector desks run lean: fewer agents, the same flood of requests. Nova’s AI resolves the routine first-line work end to end, routes the rest with full context, and never trains on your data to do it.
Resolves what never needed a person.
Password resets, access requests, “how do I…” questions, common faults. Nova’s AI handles them end to end, the moment they land. It works inside your rules: it only acts where it’s allowed to, asks when it isn’t sure, and writes every step to the ticket so nothing happens off the record.
Your agents stop being a help desk for forgotten passwords and get their day back for the work that actually needs them.
When it does need a human, it hands over properly.
Not everything should be automated, and Nova doesn’t pretend otherwise. When a request needs judgement, it goes to a person, but it arrives understood. Classified, summarised, routed and ready, so the agent spends their time solving the problem, not reconstructing it.
The full picture, not a fresh start
The agent opens a ticket the AI has already read, classified and summarised. No re-reading a thread to work out what’s being asked.
Routed to the right team
Sent to the queue or person who handles that kind of work, using your routing rules, not dumped in a shared inbox to be triaged by hand.
A suggested next action
Where there’s an obvious step, the AI proposes it. The agent stays in control and decides. The work just starts ten minutes ahead.
Spots the problem behind the tickets.
Fifteen people reporting “VPN won’t connect” is one problem, not fifteen incidents. Nova groups recurring and related tickets automatically and surfaces them as a candidate problem, so your team fixes the cause once instead of closing the same symptom over and over.
It’s the ITIL problem-management discipline, doing the spotting for you.
Your routine, running itself.
Auto-assign by category, notify a manager when an SLA is at risk, escalate after a threshold, close stale tickets on a schedule. Build the rules in plain terms (trigger, condition, action) and let them run without anyone remembering to.
No code, no consultant. The rules are yours to change whenever your process does.
Your AI never trains on your data.
For public sector, clever isn’t enough. It has to be clever >and safe. Nova’s AI is held to exactly the same residency and privacy discipline as everything else we run.
Processed in the UK
AI features run through Microsoft Azure OpenAI in a UK region. Nothing crosses a border to be useful.
Used once, for you
Content sent to an AI feature produces your result and nothing more. It is not retained to improve the underlying models.
Inside your guardrails
The AI works within the same role-based access as your agents. It can’t see, touch or act on anything they couldn’t.
Want to watch the AI close a real ticket?
Book a 30-minute demo and we’ll run a live request end to end, showing resolution, escalation and the audit trail behind both.