The AI Contact Center
Infrastructure for the Enterprise
NOVA is purpose-built for enterprise service operations — unifying conversational AI, workflow orchestration, operational intelligence, and human oversight into a single platform that modernizes how organizations deliver customer and member service at scale.
What is NOVA
Service Operations Infrastructure, Powered by AI
NOVA is an enterprise-grade platform designed to automate and augment customer, member, and operational support interactions across voice and digital channels.
While voice remains the core operational interface, NOVA extends the same orchestration layer across chat, email, SMS, and live agent workflows — delivering consistency across every service touchpoint.
- Conversational AI
- Intelligent routing
- Workflow orchestration
- Real-time enterprise integrations
- Operational intelligence
- Human escalation and oversight
Supported Interaction Channels
Live Agent Escalation
Voice Calls
Contact Center Ops
Chat & Messaging
Email Workflows
SMS Engagement
NOVA AI Agents
Six Purpose-Built Agents. One Orchestration Layer.
NOVA delivers six purpose-built AI agents spanning voice, chat, email, ticketing, alerts, and live escalation — orchestrated as a single operational system. Each agent handles its channel natively while sharing context, transcripts, and workflow state across the platform in real time.
Cross-Channel Orchestration Examples
Voice call ends — chat summary sent instantly
Customer email — ServiceNow ticket, auto-populated
Any channel — live agent, full context transferred
Open ticket — outbound alert, stakeholder notified
Voice Agent
Manages inbound and outbound voice interactions with multilingual conversational AI, real-time enterprise system access, and identity verification. Replaces legacy IVR infrastructure while preserving existing telephony environments.
Chat Agent
Delivers consistent, context-aware engagement across web, mobile, and messaging channels with the same workflow integration as the voice layer. Supports bidirectional channel transitions, enabling interactions to move between voice and chat without loss of conversational state.
Live Agent
Coordinates structured handoffs to human agents with full operational context — including transcripts, sentiment analysis, customer history, and active workflow state. Supports AI-assisted guidance and supervisor oversight throughout live interactions.
Email Agent
Continuously monitors enterprise email accounts, applying intent classification and urgency scoring to route each message to the appropriate owner or workflow. Supports automated responses and ticket generation without requiring human triage.
Ticket Agent
Creates, updates, and resolves tickets across ServiceNow, Zendesk, and compatible ITSM platforms. Request details, interaction classifications, and conversational context are auto-populated at the point of ticket creation, reducing manual data entry and processing time.
Alert Agent
Manages outbound communication on open tickets — placing calls or sending messages to stakeholders based on SLA thresholds and resolution milestones. Automatically closes tickets upon confirmed completion, maintaining operational continuity without manual intervention.
Unified Agent Orchestration
Interaction Context Preserved Across Every Channel Transition
NOVA agents operate on a shared operational context. When an interaction moves between channels or escalates to a human agent, all associated transcripts, sentiment data, identity records, and active workflow state transfer automatically — ensuring continuity without re-engagement from the customer.
Built-In Handoff Patterns
Example Cross-Agent Flow
Voice call begins
Customer reaches NOVA Voice Agent for a service request.
Hands off to chat with summary
NOVA Chat continues the conversation with full call context preserved.
Ticket opened in ServiceNow
NOVA Ticket Agent creates the request with full details and context.
Alert outreach & ticket closure
NOVA Alert Agent contacts stakeholders and closes the ticket on completion.
Designed for Modernization
Incremental AI Adoption Without Operational Disruption
NOVA is engineered to integrate into existing contact center and CCaaS environments — enabling organizations to adopt AI-driven capabilities incrementally, without replacing current systems, vendors, or workflows. The platform supports phased transformation while maintaining operational continuity and governance compliance throughout.
- Existing CCaaS environments preserved
- AI-enhanced routing and orchestration
- Conversational IVR modernization
- Agent assist capabilities
- Unified voice and digital workflows
- Enterprise workflow coordination
- Gradual operational transformation
Phased Modernization
Enterprise Contact Center Capabilities
Operational Capabilities Designed for High-Stakes Service Environments
NOVA combines AI-powered voice automation with operational intelligence, enterprise integrations, and human oversight — enabling organizations to modernize customer and member engagement at scale across regulated industries.
Multilingual Engagement
Supports diverse customer and member populations through multilingual voice and digital interactions, with language-aware routing applied automatically across all service workflows.
- Real-time multilingual voice & digital interactions
- Language-aware routing and escalation
- Consistent experience across all channels
Sentiment Monitoring & Operational Awareness
Applies continuous sentiment analysis and escalation risk detection to every interaction, providing supervisors with real-time visibility into service quality and potential service failures before they occur.
- Live sentiment detection
- Escalation risk identification
- Supervisor visibility and analytics
- Real-time operational insights
Customer & Member Data Integration
Connects directly to enterprise CRM, EHR, claims platforms, and knowledge bases — surfacing relevant records and service data within the interaction layer to support informed, context-driven responses and automated workflow execution.
- CRM and member profile integration
- Claims and operational system connectivity
- Knowledge base retrieval and orchestration
- Context-aware workflow routing
- Real-time access to service data
Live Agent Handoff
Transitions interactions from AI agents to live personnel without disruption to workflow continuity. All interaction context, transcripts, and in-progress workflow state are preserved and immediately accessible to the receiving agent.
- Human-in-the-loop escalation
- Context preservation across transfers
- Intelligent routing to specialized teams
- AI-assisted live agent support
Real-Time Transcripts & Operational Intelligence
Generates structured transcripts, automated interaction summaries, and searchable operational records from every service engagement — providing compliance teams with audit-ready documentation and operations teams with performance analytics.
- Real-time call transcripts
- Automated summaries
- Searchable operational history
- Audit-ready records
- Performance and workflow analytics
PHI-Aware Controls & Governance
Incorporates PHI-aware workflow controls, role-based access management, and configurable governance frameworks as core platform components — designed for environments where regulatory compliance and operational oversight are non-negotiable requirements.
- PHI-aware workflow controls
- Role-based access management
- Audit logging and traceability
- Encryption in transit and at rest
- Human escalation and approval workflows
Care Management & Service Coordination
Supports complex healthcare service workflows including prior authorization intake, care coordination, scheduling, and member outreach — enabling clinical and administrative teams to operate with greater efficiency and reduced manual overhead.
- Care management support
- Scheduling and follow-up workflows
- Prior authorization intake
- Member outreach and engagement
- Operational coordination workflows
KYC / Identity & PHI Verification
Provides tiered identity verification across service workflows — from standard authentication to government-issued ID validation for high-assurance transactions. Verification levels are applied contextually based on transaction risk classification.
- KYC-aware operational workflows
- PHI verification processes
- Government-issued ID verification
- Tiered KYC by transaction risk
- Configurable authentication workflows
Why NOVA
Designed to Extend Beyond Conversational AI
Most conversational AI platforms address individual interactions. NOVA addresses the full service operation. By combining conversational AI with enterprise workflow orchestration, NOVA coordinates downstream processes, triggers system actions, and supports service delivery at an organizational scale.
How It Works
A Unified Operational Flow from Engagement to Execution
Every interaction handled by NOVA follows a structured orchestration sequence — from initial contact through to system execution and continuous operational refinement.
Engage
NOVA receives and initiates interactions across inbound and outbound voice and digital service channels.
Understand
AI interprets customer intent, operational context, compliance requirements, and sentiment signals in real time.
Orchestrate
The nventr platform applies routing logic and coordinates workflows across all connected enterprise systems.
Escalate
Complex or sensitive requests are routed to qualified agents or specialists, with full interaction context transferred at the point of handoff.
Execute & Refine
Downstream systems are updated, tickets are resolved, stakeholders are notified, and operational intelligence is continuously refined.
Enterprise Integrations
Native Integration with Enterprise Systems and Workflows
NOVA connects to existing enterprise platforms, operational systems, and workflow environments through API-driven orchestration — enabling end-to-end service automation without displacing current infrastructure.
Built for Regulated Environments
Security and Compliance Embedded at the Platform Level
NOVA is architected for organizations operating in highly regulated industries where security, governance, and operational reliability are foundational requirements. Compliance controls are integrated at the platform level — not applied as post-deployment additions.
Certified
Type II
Compliant Infrastructure
Aligned Controls
Platform Foundation
Built on the nventr AI Orchestration Platform
NOVA is delivered on the nventr platform — an enterprise orchestration infrastructure that unifies AI agent coordination, workflow execution, integration management, and governance controls across the full service operations stack.
Multi-Agent Orchestration
Coordinates purpose-built AI agents across channels through a shared operational context — enabling coherent, stateful service delivery across voice, digital, and ticketing workflows.
Workflow Automation
Executes enterprise service workflows across connected systems based on interaction outcomes — reducing manual processing and accelerating resolution timelines.
Intelligent Document Processing
Extracts, classifies, and routes structured and unstructured data from inbound documents, emails, and operational records to support automated decision-making and compliance workflows.
Real-Time Integrations
Maintains bidirectional API connectivity with CRM, EHR, claims, ITSM, and proprietary enterprise platforms — enabling live data exchange at every point of the interaction lifecycle.
Human Oversight
Provides structured escalation pathways, supervisor monitoring, and approval controls at every layer of the platform — ensuring human accountability is preserved across automated workflows.
Operational Governance & Auditability
Delivers configurable governance frameworks, comprehensive audit logs, and interaction traceability pipelines aligned to the compliance requirements of regulated operating environments.
Flexible Deployment Architecture
Supports cloud, private cloud, customer-controlled, and government-aligned deployment models — accommodating varying data residency, sovereignty, and infrastructure governance requirements.
Data Security Controls
Incorporates data anonymization, obfuscation pipelines, encryption, and isolated deployment configurations as standard platform capabilities — not optional modules.
Enterprise-Grade
Service Operations,
Deployed to Fit Your Environment
Speak with our team to understand how NOVA integrates with your existing service delivery infrastructure and what a phased deployment could look like for your organization.
