Telecom
Voice AI for customer service and collections, service request automation, B2C onboarding at scale on Kore.ai XO. AHT reduction 40–65%.
Telecom use cases — from Pega, Kore.ai & AWS
Proven AI patterns for telecom enterprises — sourced from Pega, Kore.ai, and AWS production deployments. Novitates implements these inside your governed platform.
Kore.ai — Telecom Customer Service Voice AI
Kore.ai: travel, banking, retail, cable/telco/ISP sectors show highest IVA comfort levels. 77% of consumers drawn to 24/7 AI service access. Telecom AHT reduction 40–65% in production.
Kore.ai AgentOS — Telecom Service Operations
Intelligent agent orchestration: AI handles B2C queries, escalates to human with full context. Post-call summary automated. No repeat-yourself transfers. 72% of agents want AI assistance.
Pega Customer Service — Fault & Order Management
Service fault logging, triage, escalation routing inside Pega Customer Service. Order and service management workflows — from quote to cash. SLA monitoring with AI assist.
Kore.ai — Collections Voice AI (11 languages)
Automated collections in 11 languages. Payment plan activation without agent transfer. Account balance queries, restructure offers, promise-to-pay capture — fully automated at scale.
AWS — Telecom Customer Analytics & Personalisation
Amazon Personalize: real-time ML-powered product and offer recommendations based on usage patterns. Telecom operators deliver hyper-personalised retention offers and plan recommendations.
Pega — B2C Onboarding & SIM Activation
SIM activation, plan selection, KYC — end-to-end Pega workflow. AI-powered document verification. Sub-5-minute activation for standard cases. Complex cases routed with full context.
AWS Connect — Telecom Contact Centre AI
AWS Connect: real-time contact centre analytics, voice transcription, compliance monitoring. Deployed by top-5 US telcos. Sentiment analysis, agent coaching, regulatory compliance automation.
Kore.ai — Telecom Churn Prediction & Retention
At-risk customer identification via conversational signals. Automated retention offer delivery via voice AI. Proactive outreach before churn event. FCR improvement drives CSAT.
Pega CDH — Next-Best-Action for Telco
Customer Decision Hub: real-time personalised offer delivery via voice, chat, and app. 4 of top 5 US telcos on Pega. Propensity models updated real-time with every interaction.
Use cases sourced from Pega, Kore.ai, and AWS published documentation. Novitates implements these patterns inside your enterprise environment on Pega and Kore.ai.
BFSI-native. Platform-deep. Outcome-based.
Platform-native AI
Pega and Kore.ai — not generic AI tooling bolted onto your stack. Every AI decision logged in the platform's native audit trail. No additional logging infra.
Outcome-based commercials
Fixed-outcome engagements. Per-transaction pricing. 20% held in escrow against delivery. We share commercial risk with you on every engagement.
Inside your perimeter
Your AI licence. Your data residency. Your tenancy. We engineer inside your approved security boundary — your CISO doesn't need to approve a new vendor.