Mira
Mira is Novacom's AI customer service agent for the insurance industry. It handles calls, WhatsApp, SMS, email and chat around the clock, resolves claims, contract changes and invoice queries, then escalates anything complex to human advisers.
What is Mira?
Mira is the AI customer service agent that Novacom, a Berlin software company, has tuned for the insurance industry. It is one of six sector-specific agents running on Nova, Novacom's omnichannel platform: Tilda covers e-commerce and retail, Finn banking, Frida utilities, Alex telecoms and Carla the automotive trade. Novacom has been building customer communication software since 1995 and presents itself as an early adopter of large language models.
Mira answers on the channels an insurer already operates. It takes phone calls, replies on WhatsApp and SMS, processes email and drives a chatbot, and it hands the conversation to a human adviser through what Novacom calls smart escalation when a case goes beyond it. Three properties are pushed to the front: availability around the clock, unlimited concurrent calls so nobody waits at peak, and conversation in the caller's own language.
The insurance work is concrete. The product page shows three cases settled in under two minutes: reporting damage, requesting a policy change and checking an invoice. Novacom claims more than one million calls handled by Mira, a 68% resolution rate and 95% caller satisfaction, and for the wider Nova platform more than one million automated dialogues, above 90% satisfaction and service costs cut by up to half. All of these figures are published without a method or a measurement period.
The supporting evidence is an Audi case study, downloadable in exchange for a business email address, alongside TISAX certification, a claim of GDPR compliance and named testimonials from senior managers — though those managers run car dealerships rather than insurance companies.
There is no self-service anywhere. Mira has no public API, no mobile app and no published price. A prospect either calls one of two German demonstration numbers to speak to the agent directly, books a demo from the product page, or sends the contact form. Deployment is a vendor-run project that Novacom says takes a few weeks rather than a long IT programme, after which the agent is connected to the insurer's existing telephony and messaging channels.
What it does
- Answers inbound phone calls 24 hours a day, with no queue even at peak volume
- Registers an insurance claim from start to finish
- Records a contract change on the policyholder's file
- Checks an invoice and answers billing questions
- Handles requests over WhatsApp, SMS, email and web chat from the same agent
- Escalates to a human adviser when the case exceeds what it can settle
- Converses in the language the caller uses
When to use Mira / When not to
A quick filter to help you decide if Mira is the right fit.
When to use Mira
- Insurers whose phone lines saturate and whose customers wait in a queue at peak hours
- Mid-sized companies that want enterprise-grade automation without an enterprise IT programme
- Claims and policy service teams handling repetitive first-line requests such as damage reports, contract changes and invoice checks
- Customer service managers who need round-the-clock coverage without hiring for nights and weekends
- Organisations serving customers in several languages from a single service team
When not to use Mira
- Buyers who want to compare prices before talking to a salesperson: nothing is published
- Developers looking for an API or a component to embed themselves: no documentation exists
- Teams wanting a self-service product they can sign up for and test with a credit card
- Companies outside insurance: Novacom sells a different Nova agent for retail, banking, utilities, telecoms and automotive
- Procurement teams that need contract terms, a data processing agreement or a subprocessor list before the sales conversation starts
How to use Mira
A typical end-to-end flow, from setup to results.
- Read the Mira product page to check that the insurance use cases match your own service load
- Call one of the two German demonstration numbers to speak to the agent live, with no appointment and no sign-up
- Download the Audi case study by entering a business email address, if you want a written reference
- Book a demo from the button at the top of the product page, or send the contact form at the bottom
- Discuss scope and commercial terms with Novacom: no price is published, so a quote follows the demonstration
- Ask for the contract documents the site does not publish: terms, data processing agreement, subprocessor list and hosting location
- Agree the channels to connect first, among telephony, WhatsApp, SMS, email and web chat
- Let Novacom run the deployment, announced as a matter of weeks rather than a long IT project
- Define the escalation rules that send a conversation to a human adviser
- Go live and monitor resolution and satisfaction against the figures the vendor advertises
Pros & Cons
Pros
- Genuinely specialised in insurance rather than sold as a generic assistant
- Real omnichannel reach: voice, WhatsApp, SMS, email and chat handled by one agent
- Can be tried immediately by phone, with no appointment, no form and no sign-up
- Established and identifiable publisher: a Berlin company since 1995, with a complete imprint, trade register and VAT numbers, and a named external data protection officer
- TISAX certification and explicit GDPR claim, with development based in Germany
- Performance figures are at least stated openly: over one million calls, 68% resolution, 95% satisfaction
- Escalation to a human adviser is designed in rather than bolted on
Cons
- No public pricing at all, and no pricing page in either language
- No terms and conditions, so nothing contractual can be read before the sales conversation
- The privacy policy is generic and describes www.novacom.eu, not the processing of the agent's conversations
- Nothing published on where data is hosted, despite the German engineering argument
- Nothing on model training or on a customer opt-out, in a sector where that question is unavoidable
- No data processing agreement and no subprocessor list, although the target market is regulated
- No API, no technical documentation and no mobile app
Pricing & Plans
Novacom publishes no price for Mira. Neither the German nor the English sitemap contains a pricing page, and no plan, rate card or entry-level amount appears in any currency. There is no permanent free plan and no free trial of the product itself; what is offered at no charge is a live telephone demonstration and an Audi case study exchanged for a business email address. Commercial terms are quoted after a demonstration and a contact request. The only economic figure published is the claim that service costs fall by up to 50% with the Nova platform.
Data, GDPR & hosting
A consolidated view of how Mira handles your data.
GDPR overview
Novacom states GDPR compliance explicitly: the homepage reads GDPR compliant and TISAX certified. The publisher is established in Germany, so processing sits in the EU by default and no Article 27 representative is required or named. The privacy policy is structured around the regulation. It names the controller, designates an external data protection officer with full contact details, cites the Article 6 legal bases, spells out every data subject right including the right to complain to a supervisory authority, and devotes a clause to automated decision-making and profiling under Article 22. What is missing matters for a regulated buyer: no data processing agreement, no subprocessor list, no standard contractual clauses, no hosting location, no statement on model training, and no effective date or version number on the policy itself.
Who owns the data?
Novacom publishes no terms and conditions, so no contract on the site states who owns the data that an insurer or its policyholders put through Mira. The only legal text is a privacy policy, and it is a website policy. It names novacom Gesellschaft für Internet Services, Software Engineering und Consulting mbH in Berlin as controller, designates an external data protection officer, Peter Rentschler of CONSUVATION GmbH, and lists the full set of GDPR rights: access, rectification, erasure, restriction, portability, objection and withdrawal of consent. Nothing in it addresses ownership, licensing or reuse of the conversations the agent handles. That has to be obtained in writing before signing.
Reuse rights
There are no terms and conditions on the site, so nothing on it grants or restricts the reuse of data by the customer. The privacy policy confines itself to the website: personal data is collected only where necessary to provide a working site and its content, as a rule after consent, and the policy cites the Article 6 legal bases it relies on, namely consent, performance of a contract, legal obligation, vital interests and legitimate interest. It also states that the site records nothing automatically and sets no cookies, although the text refers throughout to www.novacom.eu rather than to the domain it is published on. Nothing describes what Novacom may do with the conversations Mira handles, and neither model training nor an opt-out is mentioned anywhere. The imprint reserves reproduction, adaptation and distribution of the site's own content to written permission from the author.
Data retention & training
Hosting summary
Novacom publishes no hosting information for Mira. No country and no region is named anywhere on the site, in either language, and neither the privacy policy nor the imprint mentions a data centre, a server location or a transfer mechanism. The marketing argument is that the product is engineered in Germany, which describes where development happens, not where data is stored, and the two must not be read as the same statement. TISAX certification is claimed, a security framework originating in the German automotive industry, but a certification is not a hosting location. For the record, the public website itself runs on Wix: the domain resolves to an anycast content delivery node observed from New York, which says something about the brochure site and nothing about the infrastructure that would process an insurer's conversations. A buyer therefore has to obtain the hosting jurisdiction, and any transfer safeguards, directly from Novacom.
Things to keep in mind
Risks and trade-offs to weigh before adopting Mira.
- No pricing and no contract can be read before the commercial conversation: plan to request terms, a data processing agreement and a subprocessor list explicitly
- The published privacy policy covers www.novacom.eu and not the processing of the agent's conversations, so ask for product-specific documentation
- Nothing is said about model training or an opt-out, which is a sensitive point for policyholder data
- German engineering refers to development, not to hosting: the country where data is stored is not published
- The 1M+, 68% and 95% figures have neither scope nor period, so they cannot be compared with anything
- The testimonials shown on the insurance page come from car dealerships, and the third one is a different person in the German and English versions of the page
- Handing first-line customer contact to an agent can erode the team's own knowledge of recurring cases: keep the escalation path and the human review of edge cases alive
Setup & Integrations
Technical difficulty
Nothing is installed by the customer: Novacom runs the deployment as a project. The stated effort is low, a few weeks with no long IT programme and integration described as seamless, and the homepage gives two to four weeks for the Nova platform. The real work is connecting the agent to existing telephony, messaging and email channels and defining the escalation rules, which requires the customer's IT and service teams. No API, no technical documentation and no implementation guide are published, so the actual difficulty cannot be verified before the commercial discussion.
Integrations
Behind Mira
Resources
All the official URLs gathered for verification and reference.
Frequently asked questions
Which industry is Mira designed for?
Which channels does Mira cover?
Can I try it before buying?
How much does it cost?
How long does it take to go live?
Which languages does Mira speak?
Who is behind Mira?
What security and compliance guarantees are given?
Is there an API or a mobile app?
What results does Novacom claim?
Should you pick Mira?
Mira is a credible product on its own ground. The specialisation in insurance is real rather than cosmetic, the omnichannel coverage genuinely spans voice, messaging and email in one agent, the publisher is a Berlin company that has been building customer communication software since 1995 and identifies itself fully in its imprint, and the live telephone demonstration lets a prospect judge the agent in a couple of minutes without talking to anyone. TISAX certification and an explicit GDPR claim are more than most vendors in this space put on the page.
What the site does not publish is the problem, and it is a serious one for the buyer Novacom is targeting. An insurer evaluating an agent that will speak to policyholders about claims and contracts needs terms and conditions, a data processing agreement, a subprocessor list, a hosting location and a clear statement on whether conversations are used to train models. None of that is on the site, and the only legal text — a privacy policy — describes a different domain of the group and covers the website rather than the product. The performance figures, one million calls, 68% resolution, 95% satisfaction, are stated without a scope or a period, and the testimonials on the insurance page come from car dealerships.
The practical conclusion is that Mira is worth a demonstration and cannot be assessed without one. Call the demo number first, since it costs nothing and answers the only question the page cannot: does the agent actually hold a conversation. Then treat the contractual documents as the real evaluation, and expect to obtain them in the sales process rather than read them beforehand.
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