NovaPay on the results of AI transformation: what has changed in the company’s services

NovaPay has summarised the implementation of artificial intelligence into its operational processes and shared the key results for the last two years. During this time, the company has implemented several AI improvements that have significantly accelerated service operations, reduced manual tasks, and enhanced security.

What NovaPay has already implemented: key AI solutions

• Identification and KYC: AI performs liveness checks and compares photos with documents in seconds. This has sped up onboarding to 30 seconds and reduced the risk of fraud.
• Parsing details for IBAN payments: the ability to paste text, scan a document, or upload a file, with the system automatically filling in 5 payment fields. 60% of payments today are made this way.
• New generation anti-fraud: AI models track anomalies in real time, reducing manual post-controls by 30% and increasing the accuracy of preventive protection.
• AI analytics for calls and chats: 100% of contacts are analysed. The system determines the request topic, breaks conversations into fragments, identifies emotions, generates insights for product teams, and reduces service time by 5–10 seconds.
• AI in the collection: automated monitoring of 100% of customer conversations. Problem cases are identified much faster, communication quality improves, and customer interaction efficiency increases.
• Automation of IBAN payments: AI models have increased payment processing speed by 3.5 times. 91% of transactions are completed in 1.5 minutes, and automation has increased from 25% to 90%.

‘Expectations for artificial intelligence in the market are often exaggerated: teams want instant results or a complete replacement for manual work. But AI only works where tasks are clearly defined, high-quality data is available, and there is a way to measure the outcome,’ says Hryhoriі Lisnychyі, CTO of NovaPay.

According to Hryhoriі Lisnychyі, the main barrier to AI implementation in the financial market in general is the immaturity of processes and the insufficient readiness of teams for automation. In some processes, there is no clear understanding of where exactly AI should help, which stages can be automated, and which should remain under human control. This often slows down scaling. NovaPay has chosen a phased approach: R&D → pilot → confirmation of results → scaling. Teams first test hypotheses on small cases. Once real results from AI ambassadors are achieved, implementation in production begins.

NovaPay is an international financial service from the NOVA (Nova poshta) group of companies. It has been providing convenient financial solutions to individuals and businesses for almost 14 years, operating both online and offline through more than 3,600 branches across Ukraine. The NovaPay app is a unified financial platform with separate profiles for personal and business needs. Today, the service is used by nearly a million customers, tens of thousands of entrepreneurs, and hundreds of companies across the country.