"Nova Is My Go-To Partner in Customer Conversations"

I’m on the phone all day. Back-to-back calls. Most of them start with someone already annoyed.

They’re not reading from a script. Neither am I. Billing issues, service problems, things that happened weeks ago that they’re still upset about. You have to listen, stay calm, and figure out what to say while they’re talking. There’s no pause button.

Before Nova, I was winging it more than I liked. I’d have tabs open, half-remembered scripts, old notes that didn’t quite fit the situation. And when a call went sideways, it was usually because I chose the wrong words, not because I didn’t want to help.

Now, I check with Nova between calls.

If someone’s upset about a charge and keeps looping back to an old issue, I’ll say exactly that. No polishing. No long explanation. She gives me a response that actually sounds like something I’d say, just cleaner and calmer.

Not robotic. Not customer-service voice. Just… better.

What that does is take the edge off. I don’t rush. I don’t overcorrect. I know how to acknowledge the problem without promising the wrong thing or escalating it by accident.

It feels less like “support” and more like having someone in your corner who’s seen this exact situation a hundred times. Someone reminding you what works when emotions are running high.

The calls end faster. Customers cool down sooner. And I don’t carry the stress of the last conversation into the next one.

I didn’t need another tool. I needed backup in the moment.