Nuvia Labs Launches an AI Copilot That Cuts Customer Support Response Time by 62%

SAN FRANCISCO, United States - September 20, 2026 - Nuvia Labs today opened the public beta of Nuvia Copilot, an assistant that drafts, routes and audits customer support replies inside the tools teams already use.

During a six month private pilot across 34 companies, Nuvia Copilot handled 1.2 million tickets and reduced median first-response time by 62%, from 4 hours 11 minutes to 1 hour 35 minutes. Escalations to a human agent remained available at every step, and every generated answer keeps a full audit trail of the sources it used.

Why it matters

Support teams have absorbed years of ticket growth without proportional headcount. Most automation available today either answers from a static knowledge base or replaces the agent entirely. Nuvia Copilot takes the middle path: it prepares the answer, cites the internal document it came from, and leaves the decision to send with the agent.

"We did not want another black box writing to our customers," said Dana Whitfield, Chief Executive Officer of Nuvia Labs. "Every sentence the copilot proposes points back to the document it came from, so an agent can accept it, correct it or reject it in seconds."

Availability

The public beta is open to 500 companies and includes native integrations with Zendesk, Intercom, Freshdesk and HubSpot Service Hub. Onboarding takes under an hour and requires no changes to existing ticket routing rules. General availability is planned for the first quarter of 2027.

• Answer drafting with inline source citations
• Automatic routing by intent, language and priority
• Quality audit of every reply sent, with exportable reports

About Nuvia Labs

Nuvia Labs builds customer operations software for support teams that handle high ticket volumes. Founded in 2021 and headquartered in San Francisco, the company serves organisations in North America and Europe.