When we started Novinect, much of our attention was on WhatsApp groups, where agencies share fares and customers ask about prices.
The first weeks with real agencies changed that picture. The conversations that decide a sale happen one to one. A customer messages the agency privately, asks a question, and either gets a fast, confident answer or moves on.
So Novinect is changing shape. It is becoming a receptionist for those private chats.
What the receptionist does
- Answers customers in private chats on behalf of the agency, using what the agency has told it.
- Knows the agency's current offers and can mention them when they fit what the customer asked.
- Never makes up a fare. If Novinect does not have a real price, it does not invent one.
- Hands over to the team. Staff can take over a conversation at any time.
- Steps back when a person steps in. Once a staff member is handling a chat, Novinect stays quiet instead of talking over them.
Prices: the agency stays in charge
Agencies can now give Novinect their own price list. When a customer asks about a route on that list, Novinect can answer from it. When it cannot, it takes the customer's details and passes the request to the team, instead of leaving the customer waiting.
Live fare search is moving to a later upgrade of Novinect. We would rather get the receptionist right first than rush a feature that has to be perfect every time.
Why this matters
A fast reply is good. A fast, correct reply that hands over at the right moment is what agencies actually need. That is what we are building now.
