Replay without affecting the customer
The replay is clearly labelled as a simulation and does not alter the original interaction.
Conversation Replay
Change a rule. See what AI would have done differently.
Replay a completed interaction with a new instruction, knowledge source or policy to compare the original journey with the simulation.
MYCH IQ / NOVERA
Conversation Replay
Same request. Updated rules. Simulated outcome.
Simulation · Nothing sent to customer
NB
Nora Benali · Invoice copy
Chat · FR“Hello, could you send me my April invoice again? I can’t find it.”
Original interaction
Billing v4 · 12 Aug
02UnderstandingConfidence 0.94
Intent · Invoice copy
Contract NE-2024-118 · Last 3 invoices
03ActionTool unavailable
recuperer_factureNot approved at that date
0 actions executed04ResponseDrafted 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 actionsSimulated replay
Billing v6 · 20 Aug
02UnderstandingConfidence 0.96
Intent · Invoice copy
Contract NE-2024-118 · Last 3 invoices
03ActionApproved tool
recuperer_factureFAC-2026-0418 · €184.60 · PDF attached
340 ms · Simulated executionRead-only · Logged04ResponseDrafted 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 action3 configuration changes
01
Available tool
recuperer_facture approved for read-only access
02
Knowledge source
Billing v6 note linked to the intent
03
Approval required
None · Within the approved read limit
Demo · Fictional data
Original and simulation synchronised
Changed decisions highlighted
An explanation of what changed and why
How it works
A clear process, from start to finish.
Compare step by step
Request, understanding, action, response and outcome are aligned to pinpoint the difference.
Decide with more context
Your team can examine the likely effect of a new rule before applying it more widely.
The product in action
Watch the state change, not a decorative image.
The demo shows the information that appears, the rule that applies and the final state your team can use.
Demonstration with fictional data.MYCH IQ / NOVERA
Conversation Replay
Same request. Updated rules. Simulated outcome.
Simulation · Nothing sent to customer
NB
Nora Benali · Invoice copy
Chat · FR“Hello, could you send me my April invoice again? I can’t find it.”
Original interaction
Billing v4 · 12 Aug
02UnderstandingConfidence 0.94
Intent · Invoice copy
Contract NE-2024-118 · Last 3 invoices
03ActionTool unavailable
recuperer_factureNot approved at that date
0 actions executed04ResponseDrafted 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 actionsSimulated replay
Billing v6 · 20 Aug
02UnderstandingConfidence 0.96
Intent · Invoice copy
Contract NE-2024-118 · Last 3 invoices
03ActionApproved tool
recuperer_factureFAC-2026-0418 · €184.60 · PDF attached
340 ms · Simulated executionRead-only · Logged04ResponseDrafted 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 action3 configuration changes
01
Available tool
recuperer_facture approved for read-only access
02
Knowledge source
Billing v6 note linked to the intent
03
Approval required
None · Within the approved read limit
Demo · Fictional data
Conversation ReplayDemo
One product language
Context stays available where your team needs it.
Each module uses the same fictional customers, statuses and control logic to show a coherent product, not a collection of dashboards.
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
Apply this process to your operation
Let’s discuss a real customer journey.
We start with your request, your rules and the exact point where a human must keep the decision.