Nuvoo added AI Agent to cover evenings and weekends. Four months later, AI-assisted sales were up 432%.
Growth in sales attributed to AI Agent from April to July 2026.
Of chat sales now happen with help from AI Agent.
AI Agent resolution rate reached in July 2026.
Nuvoo sells refurbished computers and electronics in Finland, Sweden, and Germany. Its Customer Care specialists are trained technicians who help shoppers choose the right equipment and continue supporting them after the sale.
A shopper might want to know whether a refurbished laptop can run specific software or if an upgrade is worth the extra cost. Nuvoo's team helps with those decisions and remains available after the sale. That approach earned the team a nomination for Best Ecommerce Customer Service Team in Finland in 2026.
Customers often needed detailed advice in the evenings or over the weekend, after Nuvoo's team had gone offline. Those questions waited for the next shift, creating a morning backlog and leaving Friday conversations unanswered until Monday.
The team also knew that its guidance influenced purchases, but its previous chat platform could not attribute a sale to a specific conversation. Nuvoo could see the work going into customer care, but not what that work contributed to the business.
Nuvoo wanted customers to get answers after hours while its specialists stayed focused on technical cases. It also needed to know which conversations led to sales.
Customer Service Manager Harri Hyvärinen compared several platforms and even considered building an in-house solution. Text stood out because it brought live chat, detailed reporting, Shopify integration, and AI Agent together on one platform.
Without Text, our customers couldn’t get quality customer service outside our business hours.
Harri Hyvärinen, Customer Service Manager at Nuvoo
Nuvoo started with Text AI Agent to answer questions when its specialists were offline. AI Agent also handled routine conversations during the day, leaving technical troubleshooting and detailed product advice to the Customer Care team.
The switch to Text took hours, not weeks. After a couple of hours in the interface, agents were already comfortable using it. The customer side panel kept cart details beside each conversation.
The role itself hasn't changed, and that was the whole point.
Harri Hyvärinen, Customer Service Manager at Nuvoo
With after-hours service covered, Nuvoo turned on Campaigns to contact shoppers while they browsed. AI Agent kept those conversations going in the evenings, at night, and over the weekend, even when Customer Care was offline.
Before Campaigns, AI Agent handled about 50 evening and overnight conversations. Afterward, that number climbed to hundreds a day, and sales rose with it.
AI Agent's resolution rate climbed from 83.3% in April to 98% in July 2026. Customers got answers outside business hours, while Nuvoo's technicians remained available for requests that needed their expertise.
Sales attributed to AI Agent grew by 432% over the same four months. AI Agent now handles about 70% of Nuvoo's chats and contributes to about 70% of sales made through chat.
Now we know the exact numbers, which helps us a lot to evaluate how well chat performs.
Harri Hyvärinen, Customer Service Manager at Nuvoo
Hyvärinen had expected quick, search-style interactions with AI Agent. Instead, customers stayed in the conversation and interacted much as they did with Nuvoo's specialists.
Nuvoo's service has always centered on helping someone choose the right machine. AI Agent keeps that conversation open when the team is offline, while reporting shows when it ends in a sale. As Nuvoo moves into more European markets, multilingual AI Agent and live translation help customers ask questions in their own language.
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