Fintech: 24/7 compliant customer operations
A digital card issuer worked with GoNovaAI to run 24/7 voice and chat support, escalate risk, and share portfolio insights.
Handle time
-38%
Reduction in average handle time post-automation.
Coverage
24/7
Voice + chat availability with <2 minute SLA.
Insights
Weekly
Executive portfolio reports highlighting anomalies.
Challenge
Support volume spiked with new card launches. Compliance teams needed clear records and human oversight for escalations.
- Queues missed SLAs overnight
- Leaders had limited insight into repeat customer issues
- Manual risk reviews slowed dispute resolution
Solution
GoNovaAI delivered voice and chat assistants with built-in compliance checks, safe testing, and a shared command centre for analysts.
- Voice IVR and chat answers based on approved policies
- Risk escalations that collect approvals and provide context
- Executive dashboard tracking customer feedback, spend, and anomalies
Impact
Customer satisfaction improved while compliance teams gained clearer visibility.
- Handle time down 38% with SLA compliance
- Risk alerts cut the manual review backlog by 45%
- Leadership reviews actionable weekly insights in GoNovaOS
“We finally have coverage around the clock without compromising on compliance or customer experience.”
Key takeaway
Design support assistants that follow policy, flag issues early, and hand off smoothly when risk appears.