Generative AI Call Center Solutions

Transform customer service with AI-powered automation, insights, and support — delivered by Nova’s nearshore engineering teams.

Smarter Service. Faster Resolution. Lower Costs.

AI-Driven Virtual Agents & Voice Assistants

Nova builds intelligent agents that handle tier-1 customer service at scale — using natural language understanding (NLU), large language models (LLMs), and real-time context.

Agent Assist & Knowledge Retrieval

Empower live agents with AI copilots that summarize tickets, suggest responses, and retrieve answers instantly — reducing resolution time and boosting CSAT.

Omnichannel Automation Across Voice & Digital

From phone to chat to social, we implement unified AI flows that maintain context, understand intent, and escalate only when needed — seamlessly integrated with your contact center platform.

Contact Us

Think your organization can achieve more?

Reach out to see how we make it happen.

Email: contact@ioconnectservices.com

our clients

AI-Powered Contact Centers, Built to Scale

AI is revolutionizing how customer service operates. Nova brings deep GenAI expertise and enterprise integration experience to deliver support systems that reduce costs and elevate experiences.

Conversational Design & Intent Modeling

We design AI flows that understand user intent across languages, channels, and edge cases — with fallback, escalation, and sentiment-awareness built in.

Integration with Leading CCaaS & CRM Platforms

Nova integrates AI into your ecosystem — from Amazon Connect and Genesys to Salesforce, Zendesk, and Twilio — using APIs, webhooks, and middleware.

Analytics, Monitoring & Feedback Loops

Gain insight into call outcomes, customer sentiment, and deflection rates — with dashboards powered by AI-driven speech and text analytics.


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Why CX Leaders Choose Nova

LLM Engineering Meets Contact Center Strategy

We bridge AI R&D with real-world customer support needs — designing solutions that actually work in high-volume, multilingual environments.

Nearshore Teams with Contact Center Fluency

Nova’s LATAM-based engineers and designers collaborate in real time — delivering localized, scalable AI systems at a lower cost of ownership.

Responsible AI, Built for Trust

We implement compliance, auditing, and prompt safety by default — ensuring your AI respects brand tone, user privacy, and escalation rules.

Frequently Asked Questions

  • Chatbots and voice assistants (LLM + NLU powered)
  • Agent assist tools with real-time suggestions
  • Summarization of calls and tickets
  • Multilingual sentiment detection and escalation
  • Self-service flows for account, billing, and support tasks

  • Amazon Connect, Genesys Cloud, Twilio Flex
  • Salesforce Service Cloud, Zendesk, Freshdesk
  • Microsoft Teams + Dynamics integrations
  • Custom backends, CRMs, and ticketing systems via API

Absolutely. We build AI flows with:

  • Redaction and data masking
  • PII-safe prompt engineering
  • Auditable escalation and override paths
  • Alignment with HIPAA, GDPR, and SOC 2 requirements

  • Spanish/Portuguese-native support for LATAM markets
  • Shared time zones for faster feedback and iteration
  • Cost-effective AI and DevOps talent
  • Real-time collaboration with product and support teams

  • Fine-tune LLMs on transcripts, tickets, and knowledge base
  • Design intent and entity models specific to your domain
  • Continuous training pipelines with feedback from real user interactions

Still have questions? Your first consultation is free.

Your journey to innovation begins today