When the call still
has to be answered.
Pega Customer Service for case-driven contact centres. Kore.ai XO + AgentOS for conversational-first deployments. 11 languages. AHT reduction 40–65%. FCR 88–95%.
Capabilities & deliverables.
📞 Pega Customer Service Voice
Every voice interaction is a Pega case event with full audit trail. The voice agent works inside the same case as your human agents. Claims, disputes, complex servicing.
🎙️ Kore.ai XO Platform
Conversational-first for collections, retail banking, telco. Natural language across 11 languages. High-volume FAQ-shaped work automated end-to-end without agent transfer.
🤖 Kore.ai AgentOS
Intelligent agent orchestration — context passing, seamless human handoff, automated post-call summary. The AI and human agent always share the same view of the customer.
🌐 11 Languages in production
Hindi, Tagalog, Bahasa Indonesia, Arabic, Tamil, Telugu, Marathi + more. NLU trained on sector-specific vocabulary — not generic models applied to banking.
📊 Real-time agent assist
Live suggestions, compliance prompts, and knowledge base answers surfaced to human agents during the call. Reduces average handle time even on complex transferred calls.
🔒 Regulator-aware
Call recording, consent management, and AI decision logging aligned to RBI, IRDAI, TRAI, and HIPAA requirements. Compliance built in, not bolted on.
Use cases — from Pega, Kore.ai & AWS
Real patterns proven at scale across the industry. Novitates implements these inside your governed enterprise platform.
Kore.ai — Banking Voice Assistant
Conversational AI assistant for banking — seamless customer interactions through chat, voice, and web. Pre-built, ready-to-deploy. Rapid deployment for retail banking servicing.
Kore.ai — Collections AI (AHT ↓58%)
Automated collections calls across 11 languages. Payment plan activation without agent transfer. Kore.ai research: 72% of contact centre agents want AI assistance — and collections AI delivers.
Kore.ai AgentOS — Intelligent Handoff
Context-preserving human escalation. The agent gets a complete picture of the AI conversation before answering. Customer never repeats themselves. FCR improved 20–30%.
Pega Customer Service — Claims Voice
FNOL intake via voice with case creation in Pega. Document requests, triage decisions, and fraud signals all logged as case events. Auditable from first word.
AWS Amazon Connect — Voice Analytics
Real-time contact centre analytics, voice transcription, and compliance monitoring. Call sentiment, agent coaching, and regulatory compliance checks built on AWS AI services.
AWS HealthScribe — Clinical Voice AI
HIPAA-eligible service for healthcare contact centres. Automatically generates clinical notes by analysing patient-clinician conversations. Deployed inside client AWS tenancy.
Use cases sourced from Pega, Kore.ai, and AWS published documentation. Novitates implements these patterns inside your enterprise environment on Pega and Kore.ai.
How a typical engagement runs.
Platform selection
Pega CS or Kore.ai XO — picked by your use case pattern. Case-driven = Pega. Conversational-first = Kore.ai.
NLU & flow design
Intent mapping. Language selection. Dialog flows. Integration to your CRM, case, and billing systems.
Pilot in 6–8 weeks
Live on a single language, single queue. Outcome baseline measured. AHT, FCR, CSAT tracked daily.
Scale & optimise
Additional languages, queues, and use cases added in 2–4 week sprints. Per-call pricing kicks in at steady state.