AI platform for customer service

Handle the request.
Not just the message.

MyCh IQ understands each interaction, executes authorised actions and hands over to the right adviser when a human needs to decide.

Book a demo See how it works

Voice · Chat · EmailConfigurable human controlFR · NL · ENTraceable decisions

An invoice retrieved and resentAutonomous resolution

NÉNovera Énergie⌄

Demonstration dataCL

MYCH IQ / NOVERA

Invoice copy

Nora Benali · Chat · NE-2024-118

Handled by AI

NBNora BenaliChat · FR

Nora Benali14:06:12

Hello, could you send me my April invoice again? I can’t find it.

Invoice copyConfidence 96 %

Approved actionSuccessful

Invoice retrievalrecuperer_facture

Invoice found: FAC-2026-0418
Amount: €184.60
Issued on: 18/04/2026

FAC-2026-0418.pdf148 KB

MyCh IQ14:07:02

Hello Nora, here is your April 2026 invoice: €184.60, issued on 18 April. You’ll find it attached. Can I help you with anything else?

FAC-2026-0418.pdf

Generated summary

Nora Benali requested a copy of her April invoice. Invoice FAC-2026-0418 was found and sent as an attachment. No dispute; account up to date.

AI activity

Message received
Request understood
Invoice retrieved
Reply sent

Reply sent · invoice attachedThe requested document is sent back to Nora in the conversation.

FAC-2026-0418

NÉNovera Énergie⌄

Demonstration dataCL

MYCH IQ / NOVERA

Invoice copy

Nora Benali · Chat · NE-2024-118

NBNora BenaliChat · FR

Ready for the request

The customer conversation and its context appear here.

AI activity

Message received
Request understood
Invoice retrieved
Reply sent

Ready for the requestThe customer conversation and its context appear here.

FAC-2026-0418

How MyCh IQ works

A request comes in.
A resolution comes out.

Five functions at a glance. No artificial journey or scroll-blocking effects.

Capture

Receive

Voice, chat and email join the same operation.

Understand

Context

Intent, language and case details become actionable.

Act within your rules

Controlled action

Authorised tools, approvals and a complete record of every step.

Resolve

Or hand over

The request moves forward with all the context already collected.

Manage

Decide

Quality, workload and autonomy stay visible.

The product in real situations

An illustrated interface.
Not a cropped screenshot.

Faithful representations of how MyCh IQ works, simplified to explain the product immediately.

One operational queue

See everything that matters.

Voice, chat and email arrive in one place. Your team immediately sees what AI handles, what needs a decision and what risks missing its SLA.

Explore the unified inbox

NÉNovera Énergie

Demonstration dataCL

MYCH IQ / NOVERA

Unified inbox08

Voice, chat and email in one queue.

AI active

All8Voice3Chat2Email3

SLA at risk2

Unified inbox — Demonstration data
Voice / Chat / Email	Customer	Subject and preview	Status	SLA	Assigned to	Time
Voice	KJKoen Jacobs	High electricity billHanded over with full context · case NE-5107Koen Jacobs · 09:24	Handed overNoor Janssens	3 h 40remaining	NJNoor Janssens	09:24
Chat	NBNora Benali	Invoice copy“Hello, could you send me my April invoice again?”Nora Benali · 09:06	Handled by AIMyCh IQ	1 h 12remaining	MyCh IQ	09:06
Email	CDClaire Dubois	Address change for my contractAction prepared · awaiting your approvalClaire Dubois · 09:12	Needs approvalCamille Laurent	5 h 48remaining	CLCamille Laurent	09:12
Voice	EVElise Vermeulen	Cancellation at contract endCallback requested · morning preferredElise Vermeulen · 09:21	Human queueUnassigned	18 minAt risk	—Unassigned	09:21
Chat	EVElise Vermeulen	Question about the monthly advanceCustomer asked to speak to a team memberElise Vermeulen · 09:29	Human queueSophie De Smet	42 minremaining	SDSophie De Smet	09:29
Email	KJKoen Jacobs	Question about case NE-5107Meter check follow-up · reply being preparedKoen Jacobs · 09:31	AssignedNoor Janssens	4 h 22remaining	NJNoor Janssens	09:31
Voice	CDClaire Dubois	Question about the night tariffCallback promised before noon · case to reviewClaire Dubois · 09:34	Human queueCamille Laurent	26 minAt risk	CLCamille Laurent	09:34
Email	LMLucas Martin	Direct debit confirmedConfirmation sent · ticket closed automaticallyLucas Martin · 08:47	ResolvedMyCh IQ	—Resolved	MyCh IQ	08:47

Selected requestAddress change for my contract

“I’m moving on 1 September and would like to update the address on my contract.”

Extracted new address24 rue des Tilleuls, 4000 LiègeNE-2023-071 · Claire Dubois

Human approval requiredCustomer record · human approvalChange prepared. No customer data changed before approval.

Copilot for your team

Take over without starting over.

When an adviser steps in, the reason, history, collected information and completed actions are ready. The copilot suggests the next step; the human decides.

Discover the copilot

NÉNovera Énergie⌄

Demonstration dataCL

MYCH IQ / NOVERA

Handoff briefing

Koen Jacobs · case NE-5107

Copilot active

KJKoen JacobsVoice · NL

NJNoor Janssens

Koen disputes his July invoice. The difference comes from an estimated meter reading, not confirmed actual consumption.

July invoice€316.40

Usual average€148.20

Why hand over?A commercial decision is required.

AI confidence 0.71Threshold 0.85

Already checked

Identity and meter verified
Six months of history analysed
Case NE-5107 created

Customer: NE-2024-204
Meter: 541-88-A

End of transcript · English translation

0:52Koen

That can’t be right; nothing has changed here.

0:58MyCh IQ

I’ll open a case and connect you with a bilingual colleague.

1:06Noor

Hello Mr Jacobs, I already have your case in front of me.

The copilot prepares. Noor makes the final decision.Assigned to Noor Janssens · Awaiting a decision

NE-5107

Operational oversight

Manage what is actually happening.

Resolutions, handovers, approvals, confidence and workload become clear signals for operational teams, without piecing the story together across tools.

Explore operational oversight

NÉNovera Énergie⌄

Demo · Fictional dataCL

MYCH IQ / NOVERA

Quality & analytics

18–24 August 2026 · Customer service

All channels7 days

Requests handled2,196over 7 days

Service level93 %at 20 s · target 90%

First-contact resolution81 %of requests

Handling time4 min 12on average

Escalation rate6.4 %to a supervisor

Conversation quality

128 conversations evaluated

Average score4.5 / 5

Validated104

To review24

Recurring themes conversations

Unclear bill explanation34

Customer follow-up not tracked21

Overly formal tone in Dutch14

Handoff without a full summary11

Random sample · Last 7 days

AI operations

over 7 days

✦

Autonomous resolutions58 % of requests

1,274

Approvals requested6.6 % of requests

145

Human handoffs33 % of requests

725

Failed actions0.8 % of actions

Confidence distributionThreshold 0.85

< 0.70

4 %

0.70–0.79

9 %

0.80–0.84

14 %

0.85–0.89

27 %

0.90–0.94

30 %

≥ 0.95

16 %

Below 0.85: approval or handoff.

Real timeVoice + chat · Snapshot at 11:24

Queued9

In progress14

Max. wait2:05

Demo · Fictional data

Automate without losing control

Your rules decide how far AI can go.

Define required information, authorised tools, approval thresholds and escalation paths. MyCh IQ acts within those boundaries and keeps a usable record of each step.

Autonomous actions for low-risk requests
Human approval for sensitive decisions
Handover with context when confidence is too low

Explore workflows

NÉNovera Énergie⌄

Demonstration dataCL

WORKFLOWS / CONTRACTS

Change of address

v3 · draft

01TRIGGER

Email receivedContracts inbox · subject filter

02IDENTIFICATION

Identify the customerConfidence threshold · 0.90

03EXTRACTION

Extract the addressStreet, postcode, city, date

04VALIDATION

Validate required fieldsStreet · postcode · city

05CONDITION

Approval required?Customer record modificationYes · organisation policy

06HUMAN

Human approvalCamille Laurent · 09:41:03Approved

07APPROVED TOOL

Update customer recordExecuted at 09:41:04 · 420 msSucceeded

08MESSAGE

Send confirmationIn the customer’s languageNext

09TICKET

Close the ticketAfter confirmationNext

LOG-88214Approval 09:41:03 → execution 09:41:04

ACTION RESULTReversible

Before

7 av. des Prés, 4020 Liège

After

24 rue des Tilleuls, 4000 Liège

Testing an approved workflow Demo

From conversation to operations

One case moves through the whole operation.

Planning, quality, oversight and autonomy rules stay connected to the interactions actually handled.

Forecast

Demand informs the schedule.

Observed workload feeds forecasts and staffing proposals.

Explore workforce planning →

NÉNovera Énergie⌄

Demo · Fictional dataCL

MYCH IQ / NOVERA

Forecasting & planning

Tuesday 25 August · Contracts team

Schedule published

Forecast contacts486Tuesday 25 August

Forecast coverage97 %+15 points

Understaffed hours0 hfull coverage

Forecast SLA · 80/2093 %target 90%

Adviser schedule

ShiftAdjusted shift

08091011121314151617181920

Camille LaurentSupervision

Yassine El AmraniBilling

Sophie De SmetCustomer service

Noor JanssensFR / NL

Thomas LeroyOperations

Scheduled advisers2344344441111

Required staffing2344344441111

Scheduled staffing meets the requirement in every time slot.

2 approved adjustments

Sophie De Smet

Shift brought forward to 13:00 · Covers 13:00–17:00

Noor Janssens

Shift extended to 17:00 · FR / NL skills

CLApproved by Camille Laurent11:26

Coverage & impact

BeforeAfter

Forecast coverage82 %97 %

SLA 80/2074 %93 %

Understaffed hours3 h0 h

Forecast peak wait3 min45 s

Availability respected · Statutory break · 38-hour weekly limit

Demo · Fictional data

Replay

Test a rule before applying it more widely.

Compare the original decision with the new logic.

Explore Conversation Replay →

NÉNovera Énergie⌄

Demo · Fictional dataCL

MYCH IQ / NOVERA

Conversation Replay

Same request. Updated rules. Simulated outcome.

Simulation · Nothing sent to customer

Nora Benali · Invoice copy

“Hello, could you send me my April invoice again? I can’t find it.”

Chat · FR

Original interaction

Billing v4 · 12 Aug

02UnderstandingConfidence 0.94

Intent · Invoice copy

Contract NE-2024-118 · Last 3 invoices

03ActionTool unavailable

recuperer_facture

Not approved at that date

0 actions executed

04ResponseDrafted by AI

“I’ll pass your request to an adviser who will send you the invoice.”

OutcomeEscalated

Billing queue · Ticket open · Waiting for adviser

27 s · 0 actions

Simulated replay

Billing v6 · 20 Aug

02UnderstandingConfidence 0.96

Intent · Invoice copy

Contract NE-2024-118 · Last 3 invoices

03ActionApproved tool

recuperer_facture

FAC-2026-0418 · €184.60 · PDF attached

340 ms · Simulated executionRead-only · Logged

04ResponseDrafted by AI

“Here is your April invoice (FAC-2026-0418, €184.60). I’m sending it as an attachment.”

OutcomeAutonomous resolution

No handoff required · Ticket closed in simulation

11 s · 1 simulated action

3 configuration changes

Available tool

recuperer_facture approved for read-only access

Knowledge source

Billing v6 note linked to the intent

Approval required

None · Within the approved read limit

Demo · Fictional data

Govern

Set autonomy for each action.

Thresholds, approvals and handovers stay explicit.

Explore AI oversight →

NÉNovera Énergie⌄

Demonstration dataCL

AI SUPERVISION / AUTONOMY

Autonomy and permissions

Supervised

Every action is approved

Semi-automaticActive

4 autonomous actions

Autonomous

Subject to each action’s policy

Action	Policy	Limit	Scope
Retrieve an invoiceBilling`recuperer_facture`	Autonomous	—	Read only
Check a meter readingBilling`consulter_releve_compteur`	Autonomous	—	Read only
Send confirmationCommunication`envoyer_confirmation`	Autonomous	—	Customer’s language
Close a ticketProcess`cloturer_ticket`	Autonomous	—	After resolution
Change customer addressCustomer record`mettre_a_jour_adresse_client`	Approval	—	Contract address
Schedule a visitField service`planifier_intervention`	Approval	< 30 d	Service area
Offer goodwill creditFinancial`geste_commercial`	Approval	≤ €100	Supervisor
Issue a refundFinancial`rembourser_client`	Human only	Any amount	Human only

Each action’s policy takes precedence over the global mode.

A human-only action never becomes autonomous.

Designed for Belgium

One operation.
Three languages.

The interface and customer context can be presented in French, Dutch or English, without changing the data or handling logic.

Explore multilingual support

NÉNovera Énergie⌄

Demonstration dataCL

MYCH IQ / NOVERA

Three languages. The same context.

The same customer record in all three interfaces

FR · NL · EN

Nora BenaliNE-2024-118 · Liège

Detected languageFR · French

FRFrançaisen-GB

Contexte client

NBNora Benali

Contrat: NE-2024-118
Facture: FAC-2026-0418
Montant: €184.60

Intention détectéeDuplicata de facture

0,96

Langue détectéeFrançais

Actions approuvées

Récupérer une facture

Envoyer une confirmation

NLNederlandsnl-BE

Klantcontext

NBNora Benali

Contract: NE-2024-118
Factuur: FAC-2026-0418
Bedrag: € 184,60

Herkende intentieKopie van factuur

0,96

Herkende taalFrans

Goedgekeurde acties

Factuur ophalen

Bevestiging versturen

ENEnglishen-GB

Customer context

NBNora Benali

Contract: NE-2024-118
Invoice: FAC-2026-0418
Amount: €184.60

Detected intentInvoice copy

0.96

Detected languageFrench

Approved actions

Retrieve an invoice

Send a confirmation

Interface languagesFR · NL · EN

Reply languagesFR · NL · EN

Knowledge baseFR · NL

The interface and customer languages are independentA Dutch-speaking adviser can handle a request in French without losing the context of the case.

See MyCh IQ with your use case

Bring a customer request.
We’ll show you how it is handled.

A clear demonstration focused on your operation, approval rules and how your teams take over.

Book a demo Explore the platform

Handle the request.Not just the message.

Invoice copy

A request comes in.A resolution comes out.

Receive

Context

Controlled action

Or hand over

Decide

An illustrated interface.Not a cropped screenshot.

See everything that matters.

Unified inbox08

Take over without starting over.

Handoff briefing

Manage what is actually happening.

Quality & analytics

Conversation quality

AI operations

Your rules decide how far AI can go.

One case moves through the whole operation.

Demand informs the schedule.

Forecasting & planning

Adviser schedule

2 approved adjustments

Coverage & impact

Test a rule before applying it more widely.

Conversation Replay

Original interaction

Simulated replay

Set autonomy for each action.

One operation.Three languages.

Three languages. The same context.

Bring a customer request.We’ll show you how it is handled.

Handle the request.
Not just the message.

A request comes in.
A resolution comes out.

An illustrated interface.
Not a cropped screenshot.

One operation.
Three languages.

Bring a customer request.
We’ll show you how it is handled.