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Nova360: Autonomous CX Automation for Enterprise

How we transformed a Tier-1 Telco's support volume by 45% using SOP-driven execution.

The Challenge

Our client faced massive seasonal spikes. Their human agents were overwhelmed, and existing bots couldn't handle complex billing disputes.

The Solution

We deployed Nova360 to ingest 400+ pages of SOPs. The AI now executes refunds and plan changes directly through secure API integrations.

Client Profile

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  • Industry: Telecommunications (Tier-1 Provider)

  • Core Challenge: Scaling billing support for 10M+ subscribers.

  • Product Implemented: Nova360 Autonomous CX.

  • Integration Scope: Legacy BSS, CRM (Salesforce/Oracle), and Knowledge Base.

45% Reduction in Support Volume.

< 2s Response Latency.

24/7 Multilingual Service.

Built for the Enterprise: Seamless & Secure Integration

Nova360 was deployed as a secure orchestration layer that bridges the gap between customer intent and backend execution.

  • SOP-to-Workflow Engine: We ingested the client’s 400+ page manual into a Vector Database using Retrieval-Augmented Generation (RAG), ensuring the AI only provides answers grounded in official policy.

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  • Legacy Connectivity: Nova360 communicates with legacy BSS/OSS systems via an Encrypted API Gateway, allowing it to execute plan changes and refunds directly without human intervention.

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  • Security First: The deployment follows a Zero-Trust Architecture, featuring end-to-end encryption and full PII masking to meet strict Telco regulatory standards.

Autonomous Execution with Human Oversight

To maintain 100% compliance, Nova360 operates with a Human-in-the-Loop (HITL) safety trigger. While the AI handles 45% of standard inquiries autonomously, any 'High-Variance' transaction (such as a refund above a specific threshold) is instantly flagged for human supervisor approval. The supervisor receives the full conversational context and can approve or deny the action with a single click, combining AI speed with human accountability.

Workflow

  • Sentiment Detection: The AI identifies frustration and prioritizes the billing dispute.

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  • Policy Alignment: Nova360 scans the 400-page SOP to find the exact refund criteria.

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  • Direct Action: The system triggers the legacy CRM to issue a credit and emails the customer—all in under 2 seconds.

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