In 2024, Sense Bank approached us with a request to modernize their customer service. The bank decided to transform its approach to client support. In turn, we identified the opportunity to adapt the omnichannel AI platform NovaTalks to meet the financial institution’s needs. Here’s how this collaboration unfolded.
Challenge: What prompted the bank to seek a new solution
Up until a certain point, Sense Bank was using a different contact center solution, but over time — and especially with the onset of the full-scale war — the financial institution faced a number of critical challenges. Oleksandr Dragin, CIO of Sense Bank, highlighted the most pressing ones:
First and foremost, we needed a solution that would expand our capabilities for automating routine processes. We wanted greater customization to fit our unique business workflows. Additionally, the volume of contact center inquiries was continuously increasing, and clients expected instant responses 24/7, especially given the circumstances of the war.
So the focus was immediately on security, reducing workload, and expanding functionality — challenges we decided to tackle together.
Why NovaTalks?
When Sense Bank approached us, we immediately understood that they needed a platform combining security, power, flexibility, and deep integration capabilities.
The story of NovaTalks began with our expertise. For years, we had been integrating with industry giants like Cisco and Genesys. Seeing the market from the inside, we noticed a gap: there were powerful telephony solutions with limited chat functionality, and, conversely, excellent chat platforms where telephony was weak. We decided to bring the best of both worlds together — and create a unique omnichannel product.
At the core of NovaTalks is a modern and flexible approach: a Cloud Native architecture that ensures fast updates, security, and easy scalability.
Why our solution was a perfect fit for the bank’s needs:
Omnichannel in Action
NovaTalks unifies all communication channels within a single interface. Operators no longer get lost switching between systems, and clients receive a consistent experience regardless of the channel they use.Data Security and Control
At Sense Bank’s request, we offered an in-house deployment, giving the bank full control over customer data security — a critical factor in the financial sector, especially during wartime.Intelligent AI-Powered Automation
Since the platform allows integration with external AI agents, the bank’s team deployed an AI solution integrated with NovaTalks that enables:
Quickly suggesting response options based on the dialogue context
Rephrasing messages to match the communication tone
Summarizing long conversations for faster orientation
Translating to and from English
Correcting spelling and stylistic issues
Supporting operators even during peak hours
Deep Integration with Internal Systems
One of the key requirements was deep integration with our internal CRM system. It was important for us that operators could see all the necessary information in a single window, without switching between applications. To achieve this, during the migration to NovaTalks, the bank’s team developed custom frames that allow access to all relevant client information and unify the agent’s workspace.
And this is a great example of NovaTalks’ flexibility. We implemented a tight, two-way integration where NovaTalks and the bank’s CRM exchange data in real time. Thanks to this, chatbots and operators have instant access to up-to-date client information: inquiry history, application statuses, and product settings.
Flexibility and Customization
Unlike standard solutions, NovaTalks can be easily adapted to unique business processes. We configured intelligent routing so that inquiries go directly to the right specialist without unnecessary transfers.
How We Integrated NovaTalks with the Bank's CRM System
Integration with internal systems became one of the most critical stages of the project. We built a two-way integration with real-time data synchronization. The greatest challenge lay in the need to adapt NovaTalks to the bank’s specific architecture – their own applications and frames, which manage client authorization and verification, required a special approach to integration.
We designed and deployed custom APIs that ensure a continuous exchange of information between platforms. Now, operators and automated scenarios have direct access to the necessary data: the entire communication history with the client, the current status of applications, and the parameters of active products are displayed directly in the NovaTalks interface. Agents receive context even before the dialogue begins, which eliminates the need for clarifying questions.
Implementation process: overcoming challenges together
The most difficult task was integrating the platform with the bank’s internal environment, which houses proprietary frames and applications responsible for security and client identification. However, our technical team worked in a coordinated manner. We:
conducted a deep analysis of the existing infrastructure
developed custom APIs for integration
configured the system to meet the bank’s specific needs
trained the team to work effectively with the new tool
Initially, the interface was new to the operators, but thanks to the team’s feedback, we quickly refined the system to meet their needs.
Unique feature: support during air raids
We understood the realities in which the bank operates. Therefore, we added a critically important feature: when an air raid alert is announced, the system automatically informs customers that operators are heading to a shelter and response times may increase.
While operators are safe, the built-in AI continues to work:
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Saves the conversation context
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Provides basic information
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Answers standard inquiries
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Clarifies request details
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Assists with service navigation
When the agent returns, they see the full dialogue history and can quickly resume service without any loss of quality. This is not just a technological solution it is a way to support the team and maintain customer trust in the most difficult circumstances.
Results: figures that speak for themselves
The implementation of NovaTalks has yielded impressive results:
For the bank:
3.5x faster processing of customer databases
7-20% conversion in sales through the contact center
500,000 inquiries per year resolved automatically
50% of issues resolved through self-service
Significant growth in Customer Satisfaction Score
For operators:
130+ operators work in the system daily
Faster and more accurate responses thanks to AI prompts
Freedom from routine tasks
Focus on more complex, non-standard inquiries
For customers:
24/7 service without queues
Instant responses to standard inquiries
Personalized approach
Uninterrupted service even during air raids
Enhanced communication quality
Early start in the world of voice bots: integration with Omilia
Sense Bank became one of the first banks in Ukraine to implement advanced voice bot technologies. Long before the mass adoption of Conversational AI in the banking sector, we helped Sense Bank integrate a solution from Omilia—our partner specializing in intelligent voice assistants.
This was an experimental step that required significant investment and a readiness for innovation. At that time, Ukrainian banks were only beginning to explore the possibilities of automating voice communications. Sense Bank demonstrated foresight by becoming a pioneer in implementing this technology within a banking contact center.
Today, Omilia virtual assistants perform complex tasks:
Initiate communication by analyzing transaction history
Conduct client re-identification
Manage the initial sales cycle
Process over 3.5 thousand inquiry categories
Handle objections and adapt scenarios
Participate in the onboarding of individual entrepreneurs (FOPs)
Conduct exit interviews
Assist HR specialists in recruiting and engaging personnel
Perform NPS client surveys
Successfully resolve over 52% of service requests independently
Each bot has its own “personality” and voice. For example, the inbound service line uses the voice of “Alla”—friendly and professional. It is important to note that Omilia functions as a separate solution for the voice channel, integrated with the bank’s infrastructure to ensure effective automation of phone inquiries.
Analytics and insights: more than just a platform
NovaTalks is a powerful analytical system that helps the bank better understand its customers:
User behavior across different channels
Most frequent questions and issues
Speed and quality of responses
Customers’ emotional state
Why do clients choose NovaIT?
Expertise and Experience
We are more than just software providers. We are a team of experts with years of experience in integrating the most complex enterprise solutions. We know the market, understand business challenges, and offer solutions that truly work.
Our Own Flexible Product
NovaTalks was created based on a deep understanding of market needs. We can adapt the platform to any requirements from small teams to major banks.
Partnership Approach
We do not leave our clients after implementation. We provide ongoing project support, constantly improve the system based on feedback, and help achieve new results.
Focus on Security
For the financial sector, security is not an option but a necessity. NovaTalks is built in compliance with the highest data protection standards.
Rapid Adaptation
The air raid alert functionality is an example of how we quickly respond to new challenges and create solutions that reflect the life realities of our clients.
Conclusion: Technology in Service of People
NovaTalks by NovaIT is:
An omnichannel platform for customer communication
Powerful AI-driven automation
Deep integration with internal systems
Flexibility and customization options
Reliability in any conditions
If your business needs a modern, reliable, and flexible customer service solution—we are ready to help. Our expertise, technology, and result-oriented approach are what turn challenges into opportunities.
Contact us.
And together, we will create the future of your customer service.
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