Keep queues visible
Know what AI handles, what is waiting and what needs an adviser.
For contact centres
Make AI part of your operation, not a separate layer.
MyCh IQ connects conversation handling, handovers, queue management, quality and workforce planning through a shared approach.
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
Designed for
Contact centre directors, operations managers and supervisors who want to introduce automation without creating another black box.
Operational priorities
Introduce AI without moving the problem elsewhere.
MyCh IQ starts with how your team works, decides and reports today.
Connect quality and decisions
Analyse conversations, handovers and actions in the same context.
Plan around real workload
Compare forecast demand, schedules and live adherence.
Show rather than promise
A controlled scenario to explain the product.
The interfaces use entirely fictional people, organisations and data. They show precisely how the process works.
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
CL
Camille LaurentSupervision
YE
Yassine El AmraniBilling
SD
Sophie De SmetCustomer service
NJ
Noor JanssensFR / NL
TL
Thomas LeroyOperations
Scheduled advisers2344344441111
Required staffing2344344441111
Scheduled staffing meets the requirement in every time slot.
2 approved adjustments
SD
Sophie De Smet
Shift brought forward to 13:00 · Covers 13:00–17:00
NJ
Noor Janssens
Shift extended to 17:00 · FR / NL skills
CLApproved by Camille Laurent
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
Product demonstrationFictional data
Start with one journey
One customer request is enough to frame the first demo.
- Choose
A frequent or sensitive request.
- Define
The data and actions that are actually authorised.
- Validate
The exact role of human decisions.
Your operation, your framework
Let’s see what MyCh IQ would do with your request.
No generic demo: we connect the channel, rule, action and handover to your reality.