Operations before the “wow” factor
Rules, queues, required data and handovers matter more than a spectacular animation.
AI should support agents.
Not sideline them.
MyCh IQ was born from a conviction shaped by twenty years of contact centre experience: useful automation must understand the operation as well as the conversation.
Meet the team ↗ A vision becoming a system
Conversation, human decisions and operational management in one product.
These illustrations show what the project is built around: contextual handover for the team and operational visibility for managers.
Explore the platform →MYCH IQ / NOVERA
Copilot activeHandoff briefing
Koen Jacobs · case NE-5107
KJKoen JacobsVoice · NL
NJNoor JanssensKoen 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
Koen
That can’t be right; nothing has changed here.
MyCh IQ
I’ll open a case and connect you with a bilingual colleague.
Noor
Hello Mr Jacobs, I already have your case in front of me.
NJ
The copilot prepares. Noor makes the final decision.Assigned to Noor Janssens · Awaiting a decision
NE-5107For the adviser Take over without starting over
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
1,274Approvals requested6.6 % of requests
145Human handoffs33 % of requests
725Failed actions0.8 % of actions
17Confidence 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
For the operation Manage what has actually been handled
Our starting point
Good AI agents are measured by what they resolve properly, not just what they say.
A response that cannot access the case, follow the right rule or hand over with context simply moves work elsewhere. MyCh IQ is built around the full process: understand, act, hand over and report.
Our principles
The product must remain credible when the demo ends.
People where judgment matters
Automation handles structured work. Human judgment stays visible and available when needed.
Evidence before promises
Our demos show concrete scenarios with fictional data, without invented customer results or figures.
Active development
We openly build what needs to be verified in practice.
The platform is actively evolving. Some capabilities shown may be configured or adapted during scoping. The demo explains the product direction and how it works, without hiding its actual stage of development.
Build from real experience
Tell us where your customer service team loses the most time.
We’ll turn it into a concrete scenario to assess what can be automated and what should stay human.