How Nuvoo drives 70% of chat sales with AI Agent.

As Nuvoo grew, maintaining its high standard of customer service beyond business hours became a priority. Shoppers reaching out overnight and on weekends had to wait until the next shift for an answer. Harri Hyvärinen, Nuvoo’s Customer Service Manager, began looking for a way to maintain the same high standard of service even when his team was offline.

Nuvoo introduced Text AI Agent to provide after-hours support and soon saw an opportunity to use it for more than reactive support. With Campaigns, Nuvoo began proactively reaching shoppers as they browsed, while AI Agent guided them toward a purchase. What started as after-hours support became a 24/7 sales channel.

The customer

Nuvoo sells refurbished computers and electronics across Finland, Sweden, and Germany. Its Customer Care team includes trained computer technicians with years of experience in repairs and troubleshooting. A customer choosing a laptop may want to know whether a particular model can handle the software they use, how its condition compares with a new device, or whether spending a little more will make a meaningful difference. That puts Nuvoo’s Customer Care team on both sides of the purchase: helping customers choose what to buy and supporting them after the sale.

Harri Hyvärinen, Nuvoo’s Customer Service Manager, describes the philosophy simply:

That approach earned Nuvoo’s Customer Care team a nomination for Best Ecommerce Customer Service Team in Finland in 2026. As Nuvoo expanded across Finland, Sweden, and Germany, the challenge was to make the same standard of care available to more customers, across more languages and more hours of the day, without having to scale the team at the same pace.

The challenges

There were two major challenges that Harry and his team needed to address to position Nuvoo for its future growth trajectory. 

First, the limit of Nuvoo’s customer care was its availability after hours. Once the team went offline, the same level of support was no longer available. Questions arriving in the evenings and over weekends waited for the next shift, leaving the team with a backlog each morning and conversations from Friday still waiting on Monday.

The second constraint was harder to see. Harri and his team knew their conversations influenced what customers purchased. He tried to identify sales that were tied to live chats and customer questions. However, the platform they were using at the time did not provide exact sales data directly attributable to a specific conversation. The team could see the work going into customer care without being able to measure precisely what that work contributed to the business.

As exact sales attribution became more important to Nuvoo, Harri began looking for a platform that could give the team a clearer view of chat’s impact on the business. He compared different solutions and considered building one himself. Then he landed on Text. 

The solution

To address the first challenge, after-hours support, Nuvoo introduced Text AI Agent. Its role, however, extended well beyond the hours when the team was offline. During the day, AI Agent continued handling customer conversations, giving the Customer Care team more time to focus where human attention mattered most. 

Over time, AI Agent took on a larger share of conversations, with its resolution rate climbing from 83.3% in April to 98.0% in July 2026.

For Harri, the goal was not to change the role of the Customer Care team, but to extend what it could cover. The Text AI Agent handled conversations outside business hours, while Nuvoo’s specialists remained focused on customers who needed their technical knowledge and expertise.

Switching platforms could easily have added another layer of work for the team. Instead, the transition from their previous platform to Text took hours, not weeks – with a combination of easy onboarding and human support from Text’s customer team.

Once the team was comfortable with Text and the after-hours gap was covered with the AI Agent, Nuvoo began looking at what else it could do with that capacity. Instead of using the Text AI Agent only to answer questions that came in, the company added Campaigns to proactively start conversations with shoppers while they were browsing. Since the Text AI Agent could handle those conversations, the campaigns didn’t have to stop when the Customer Care team went offline.

That changed the scale of chat quickly. Before Campaigns, the Text AI Agent handled roughly 50 conversations during evenings and nights. Once Nuvoo began reaching shoppers proactively, that number climbed to hundreds every day, with sales rising alongside it.

Unlike with its previous platform, Nuvoo could see what those conversations were worth. Text reporting connected sales to conversations handled by both the Text AI Agent and the Customer Care team, giving Nuvoo a clear view of how chat contributed to revenue. Everything was available in a single workflow and dashboard.

The result

The impact on sales was substantial. In just a few months, sales attributed to AI Agent grew by 432%. Today, AI Agent handles around 70% of Nuvoo’s customer conversations and drives around 70% of sales made through chat. What started as a solution for after-hours support has become an important part of how Nuvoo sells online.

What caught Harri’s attention wasn’t only the volume of conversations the Text AI Agent was handling, or even how well it performed. It was what customers did with it. He had expected something closer to a search engine: enter a specification, get a recommendation, move on. Instead, customers stayed and talked, much as they did with Nuvoo’s own specialists.

That matters for a company whose customer care is built around being approachable and easy to talk to.The Text AI Agent has allowed Nuvoo to extend that experience beyond the hours its team can be online, without reducing every interaction to a product search or automated answer.

With Campaigns and other Custom Skills available, Nuvoo was able to then layer on new AI-powered elements to the Text experience, which further expanded the role and impact of the Customer Care team, and proved direct ROI that Harri could share with leadership. The same setup is helping Nuvoo expand into new markets. With multilingual AI Agent capabilities and live translation, the company can serve customers across languages without having to scale its team alongside every new market.