GenAI and Call Center

Transforming customer service: GenAI and Amazon Connect’s Call Center combine to deliver smarter, faster, and more impactful conversations.

Turn your data into your competitive edge

Scale Without the Headcount: With GenAI and Amazon Connect’s Call Center, you can automate a significant portion of customer interactions, reducing the need for large, expensive support teams. By handling routine inquiries and tasks more efficiently, you lower operational costs while still delivering top-notch service at scale.

Enhanced Decision-Making: Turn data into your best advisor. Use AI to slice through the noise and pinpoint insights that guide your strategies, transforming guesswork into smart, confident choices.

Faster Time to Market: Speed up your development cycles and get your products into the hands of customers before your competitors even hit the starting line.

Improved Customer Experience: Up your customer service game with AI insights that let you anticipate needs before they even arise. Craft personalized experiences that turn first-time buyers into loyal advocates.

our clients

Our GenAI Offerings

All the ways we can build and integrate GenAI into your business.

GenAI Digital Innovation

Reach more customers, faster, and at a lower cost. We work with Amazon Bedrock to build next-gen conversational bots powered by large language models (LLMs). You get multi-channel engagement across text, voice, and video (even avatars!)

Amazon Connect Configuration

We integrate the Amazon Connect platform for call handling, telephony, and customer insights. Pair it with GenAI, and you’ll supercharge digital engagement while unlocking valuable data to fine-tune your ops.

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Our GenAI Workshop Offerings

Our three specialized workshops stand alone, but together they
support your AI journey from readiness to activation and production.

AI Readiness Workshop

In our half-day Readiness Workshop, we dive into your current landscape to evaluate your AI readiness. Our team will assess your needs, review your high-level architecture, and pose critical questions about your data availability and cleanliness. By the end of this collaborative session, you’ll receive a tailored roadmap that outlines the steps to achieve your AI goals. This workshop not only identifies gaps and opportunities but also sets the foundation for your AI journey, making sure you’re well-prepared to move forward.

What’s Included:

  • Collaborative Workshop (Half Day)
  • Evaluation of readiness
  • Performance improvements
  • Analysis of data cleanliness

Activation

Our two-part Activation Workshop helps you harness AI to improve your product offerings. In this session, we guide you through the discovery and ideation process, identifying use cases that align with your goals. Together, we’ll scope out a plan and work together to design and deliver an operational proof of concept (POC). By the end of this workshop, you’ll have a clear AI strategy and a prototype ready for implementation, ensuring that your AI initiatives are not just aspirational but actionable.

What’s Included:

  • Collaborative Workshop (1-2 Days)
    • Part 1: Scoping and Conceptual Design
    • Part 2: Technical Design and Delivery
  • Design and build an operational environment
  • Integrate necessary AI algorithms, models, or prompts
  • Deliver and demonstrate working POC

Production Workshop

The Production Workshop is a one-day intensive designed to transform your proof of concept into a market-ready product. We’ll provide you with detailed findings, an implementation model, high-level design, project scope, and estimated costs for taking your POC to production. Our focus is on refining use cases, improving performance, and streamlining data flow for reliability. By the end of the day, you’ll have what you need to bring your AI solution to market.

What’s Included:

  • One-Day Workshop
  • Comprehensive plan that brings your AI product to market
  • Recommended implementation model
  • Project scope
  • Estimated costs

Ready to bring AI to your business?

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Nova: onshore and nearshore software development

why Nova

Unlock potential:
partner with Nova

Collaborative Partnership: We work closely with your team throughout the process. With open communication and collaboration, we ensure that your insights and feedback shape the solutions we develop.

Data Integrity: We get that clean, reliable data is crucial for successful AI implementation. Our focus on data stewardship ensures that your data is well-managed and ready to support your AI initiatives.

Cutting-edge technology: We leverage the latest AI technologies and tools to enhance your business operations. Our expertise with these technologies ensures that you benefit from the most advanced solutions available.

Explore all services

Cloud Engineering

Our team meets you where you are in your cloud journey to increase efficiency, scalability, and security within your business.

DevOps

We shorten your development lifecycle. Stay agile and confidently bring new products to market.

MSP & FinOps

We hold down the fort and monitor your tech, while your team focuses on client-facing projects.

Integrations

Streamline your operations and drive innovation with new integrations and software capabilities.

Datadog Services

Maximize your MuleSoft capabilities with our 
Datadog integration.

Retail & CPG

User experience, commerce, supply chain: solutions that drive outcomes.

Frequently Asked Questions

Think of AI as a smart assistant that follows rules and learns from data—like recommending your next movie or sorting your emails. It works within a set of rules and patterns, helping you get things done more efficiently.

GenAI takes it up a notch—it creates things! Instead of just analyzing data, it can generate new text, images, or ideas, making conversations and content feel more like they’re coming from a human.

In short: AI is smart, GenAI is creative.

If you’re curious about how you can bring GenAI into your business to supercharge creativity and processes, we’d love to chat. Just schedule a call with us, and let’s explore how it can work for you.

AI (Artificial Intelligence) is about making machines “smart.” It’s the science of getting computers to do things that usually require human capabilities like understanding language, recognizing patterns, or making decisions.

ML (Machine Learning) is a big part of AI. It’s a method that helps machines get progressively better over time. Instead of being told exactly what to do, ML systems learn from data. They process information, spot trends, and automatically improve as they go. It’s why things like recommendations on Netflix or tailored ads get more accurate the more you use them.

We believe AI and ML are shaping the future. With AI and ML, our customers are now able to automate tasks, optimize processes, and offer better experiences to customers. These technologies are key and we’re here to help you make the most of them. If you’re curious about how AI and ML can work for your business, let’s chat. You can schedule a call with us anytime.

Getting started with Amazon Connect is easier than you might think and we’re here to guide you every step of the way! First things first, we’ll sit down with you to define your call center needs. Our experts at Nova make sure Amazon Connect is set up to meet your specific goals, whether you’re handling customer inquiries, support requests, or sales.

Next, it’s time to gather the essentials. You’ll want to outline your team’s call flow needs (like what types of calls you’re handling), any software or CRM systems that need to be integrated, and your reporting goals. If you’re looking to make data-driven decisions, we’ll make sure everything is set up for real-time insights that help you improve your service.

From there, we’ll configure Amazon Connect to integrate flawlessly with existing systems and provide your team with the tools they need to deliver outstanding customer service. Ready to get started? Let’s chat and see how we can make Amazon Connect work for you.

If you’re interested in incorporating GenAI into your business, schedule a call here.

GenAI stands for Generative AI. Let’s break that down. GenAI goes a step further than regular AI because it creates something new! GenAI uses powerful algorithms to produce original content like text, designing images, composing music, or even generating code. It’s creativity that is powered by machine learning.

At Nova, we’ve got a range of GenAI solutions and workshops designed to grow your business. We think of it as the secret ingredient to unlock faster innovation, better customer engagement, and automated workflows that free up your team for more strategic work.

Our workshops are catered to your business needs, helping you implement GenAI in ways that make the most sense for you. We’re here to make sure it’s not only another buzzword, but a transformative tool that helps you stay ahead of the curve.

Ready to see how GenAI can elevate your business? Schedule a call with our team.

ChatGPT is a type of GenAI—but not all GenAI is ChatGPT!

While ChatGPT is designed for conversations and generating text-based responses, GenAI is the broader category of AI that can create all kinds of things—text, images, music, code, and more. So, ChatGPT is a tool built using GenAI technology, focused specifically on chatting and writing.

If you’re interested in incorporating GenAI into your business, schedule a call here.

A readiness assessment for AI is like a health check-up for your business’s ability to adopt AI technologies. Before diving into AI solutions, it’s necessary to know where you stand. This assessment takes a close look at your current systems, processes, and data to determine if you’re truly ready to implement AI (or if there are some things you need to fine-tune first).

Just like a roadmap, the readiness assessment shows you exactly where you are on your AI journey and outlines the steps needed to integrate AI into your operations. We’ll assess everything from the quality and accessibility of your data to the technical infrastructure and team readiness. By doing this, we can identify potential roadblocks and help you set realistic goals.

It’s a valuable exercise and makes sure your business is equipped to leverage AI effectively. With the assessment, you’ll know exactly what needs to be done to make AI work for you. Our workshop will help you navigate this process, making your business not just ready for AI, but positioned to succeed with it.

Ready to get started? Schedule a call with us, and let’s talk about how we can assess and prepare your business for AI.

Amazon Connect is a cloud-based contact center solution that makes managing customer interactions more simple. It’s user-friendly, quick to set up, and scales with your business as it grows. Plus, it integrates with a wide range of other tools, so you can customize and automate support for a smarter customer experience.

So, what does that mean for your customer service? For starters, Amazon Connect helps you deliver faster, more personalized support via voice, chat, or even video. And, with real-time insights, you can see exactly what’s happening in your contact center at any given moment, helping your team resolve issues faster and make smarter decisions.

On top of that, you’ll cut operational costs, all while enhancing the quality of service you offer. With Amazon Connect, you can grow your business and keep your clients satisfied.

Our team at Nova has a deep understanding of the platform’s capabilities and how to tailor it to your specific needs. We’ve helped numerous clients transform their contact centers into high-performing hubs that deliver great customer experiences. Interested in learning how Amazon Connect can work for your business? Schedule a call with our team.

What sets Nova apart is our blend of expertise and innovation. We don’t just implement Amazon Connect, we optimize it. With our experience in both GenAI and AWS, we bring smarter automation and deeper customer insights into every call center setup.

Plus, whether you’re scaling up, integrating with other tools, or enhancing the customer experience, we tailor every solution to fit your needs. We’re not just a partner; we’re your growth ally, helping you get the most out of Amazon Connect.

If you’re interested in incorporating Amazon Connect into your business, schedule a call here.

Still have questions? Your first consultation is free.

Your journey to innovation begins today