An LLM copilot for operations teams
How Nova rolled out a grounded LLM copilot to 780 employees in four months — without hallucinations on customer data.
Results at a glance
Where they started
- Ops leads copy-pasted between six systems to answer routine questions.
- Institutional knowledge lived in SharePoint, email, and one senior analyst's head.
- Leadership wanted AI — safely.
How we did the work
- 1
Grounding
Indexed 1.4M docs and 42 structured systems into a governed retrieval layer.
- 2
Evaluation
Built a 900-question golden set as the gate for every release.
- 3
Rollout
Rolled out with structured feedback and quarterly model reviews.
- 4
Governance
Data classification, prompt logging, and role-based access from day one.
What changed
12 minutes saved per query on average.
84% of queries resolved with cited sources.
780 employees active in three months.
Tools of the trade
"It is the single most impactful piece of software we've rolled out in five years. Adoption was near-universal in a month."
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