Frequently Asked Questions

Nova AI builds AI and security platforms for banks and regulated institutions across MENA: Sentri for real-time fraud and financial-crime defence, QSafe for post-quantum cryptography protection, and TraceAI for autonomous SOC investigation. We also deliver an agentic AI platform for operations, compliance and customer service, and work with healthcare and insurance organisations. Our team handles implementation and ongoing support.

Sentri is real-time fraud and financial-crime defence for banks. It scores every payment as it happens, explains each decision in plain English, and runs in your own cloud and region, starting in shadow mode on live traffic before any decision reaches a customer.

QSafe discovers the cryptography in your code, network protocols and infrastructure, scores the post-quantum risk of each asset against the NIST deprecation dates, and protects traffic now with a hybrid post-quantum TLS proxy that needs no code changes.

TraceAI is an autonomous investigation agent for your SOC. It sits on top of the SIEM you already run, triages and investigates alerts, maps each case to MITRE ATT&CK with an evidence timeline, and can contain threats with actions that are verified and reversible.

Agentic AI refers to AI systems that can act autonomously to accomplish goals. Unlike traditional automation that follows rigid rules, agentic AI can understand context, make decisions, learn from outcomes, and take actions with minimal human intervention.

We specialise in regulated industries where compliance, security, and domain expertise matter most. Our primary focus areas are banking and financial services, healthcare, and insurance. We also serve retail and other industries with our operations and customer service agents.

Traditional RPA follows pre-defined rules and breaks when processes change. Nova AI agents understand context, handle exceptions, learn from new situations, and can make intelligent decisions, making them far more adaptable and effective for complex tasks.

The best way to start is to book a demo with our team. We will discuss your challenges and goals, review potential use cases, and determine if Nova AI is the right fit. If it is, we will develop a proposal with specific recommendations and pricing.

Most pre-built agent deployments complete within 4-6 weeks, including integration and training. Custom agent development typically takes 8-12 weeks depending on complexity. Our team handles the implementation process and provides dedicated support throughout.

Yes, we offer cloud (SaaS), on-premise, and hybrid deployment options to meet your security and compliance requirements. On-premise deployments provide full data residency control and can operate in air-gapped environments.

We offer tiered support options from self-service documentation to 24/7 dedicated support with SLAs. All customers receive onboarding assistance, access to our knowledge base, and email support. Enterprise customers get dedicated success managers.

Our customers range from mid-market companies to Fortune 500 enterprises. Teams using Nova AI include operations, compliance, customer service, IT, and finance departments. Business analysts and operations managers typically lead adoption, with IT providing oversight.

No. Our team handles the technical complexity of implementation and integration. You will need business stakeholders who understand your processes and can make decisions, but you do not need AI expertise or engineering resources. We work with your IT team on security and access requirements.

Our agents combine large language models with domain-specific training, decision frameworks, and continuous learning. They understand natural language, reason through complex scenarios, and improve from feedback, going beyond simple rule-based automation.

Nova AI is designed to work alongside your existing systems, not replace them. Our agents integrate with your CRM, ERP, core banking systems, and other tools through APIs and integrations our team builds during implementation. This lets you automate workflows without disrupting current infrastructure.

Our platform is designed for regulated financial environments. It supports AML and KYC workflows, controls aligned with PCI DSS for payment data, and central bank requirements such as those from CBJ, CBI and SAMA. Agents include built-in audit trails and explainable decisions that help you evidence compliance to regulators.

Yes, we offer pre-built connectors for major core banking platforms including FIS, Fiserv, Jack Henry, Temenos, and Finastra. We also support integration via REST APIs, SFTP, and message queues for proprietary or legacy systems.

Our KYC agent automates identity verification by cross-referencing documents, databases, and watchlists. It extracts data from IDs and documents, validates against regulatory requirements, flags discrepancies, and routes edge cases to human reviewers with full context.

Sentri, our real-time fraud defence platform, identifies transaction fraud, account takeover, synthetic identity fraud, and application fraud. It analyses transaction patterns, behavioural signals, and device fingerprints in real-time, with configurable risk thresholds and alert routing.

Yes, our Loan Processing agent handles document collection, income verification, credit analysis, and compliance checks. It can process applications from intake through decision, reducing processing time significantly while maintaining compliance with lending regulations.

Our AML agent monitors transactions against configurable rules and risk models, performs enhanced due diligence checks, and generates Suspicious Activity Reports (SARs). It reduces false positives through contextual analysis while ensuring no legitimate alerts are missed.

Our platform includes technical safeguards such as access controls, encryption, and audit logging that are designed to support HIPAA requirements. Contractual requirements, including any Business Associate Agreement, are scoped with your compliance team for each engagement.

Yes, our platform is designed to securely process PHI. We implement end-to-end encryption, strict access controls, comprehensive audit logging, and data minimization practices. All PHI processing occurs within your approved environment with no data leaving your control.

Yes, we support integration with major EHR platforms including Epic, Cerner, Allscripts, and athenahealth. We connect via HL7 FHIR APIs, direct database connectors, and standard healthcare interchange formats.

Our agents automate patient identity verification by cross-referencing insurance information, demographic data, and government IDs. They validate eligibility in real-time, flag discrepancies, and reduce manual verification workload while maintaining accuracy.

Yes, our agents can extract clinical information from medical records, suggest appropriate CPT and ICD codes, validate coding accuracy, and flag potential compliance issues. This helps reduce coding errors and accelerate the revenue cycle.

Our agents automate compliance reporting by continuously monitoring operations against regulatory requirements, generating required reports, tracking corrective actions, and maintaining audit-ready documentation for CMS, Joint Commission, and state regulators.

Yes, our Claims Processing agent handles intake, document verification, damage assessment, coverage validation, and payment routing. It processes claims from First Notice of Loss through resolution, reducing cycle times while maintaining compliance with state regulations.

Our agents process all common insurance document formats including ACORD forms, PDF claims documents, scanned images, medical records, police reports, and repair estimates. We support structured and unstructured data extraction from any document type.

Our agents assist underwriters by automating risk assessment, data gathering, and compliance checks. They analyse applications, pull data from third-party sources, calculate risk scores, and present recommendations with supporting evidence for underwriter review.

Yes, our agents analyse claims data for patterns associated with fraud, including duplicate claims, inconsistent information, and known fraud indicators. Suspicious claims are flagged for Special Investigations Unit (SIU) review with detailed reasoning.

Yes, our agents automate policy issuance, endorsements, renewals, and cancellations. They validate data accuracy, ensure compliance with state filing requirements, generate policyholder communications, and sync updates across your policy administration system.

Our platform includes configurable rule engines that adapt to state-specific requirements for claims handling, rate filings, and consumer communications. Rules are maintained and updated as regulations change, ensuring ongoing compliance across jurisdictions.

Pre-built agent deployments typically complete in 4-6 weeks, including integration, testing, and training. Custom agent development takes 8-12 weeks depending on complexity. We provide a detailed timeline during the discovery phase.

Our implementation follows a structured approach: discovery and requirements gathering, system integration and configuration, testing and validation with your data, pilot deployment with a subset of users, full rollout with ongoing monitoring, and continuous optimisation based on performance data.

Most business users become comfortable with the platform within 1-2 weeks. We provide hands-on training during implementation and self-paced courses for ongoing learning. Technical administrators typically need 2-3 days of focused training for configuration tasks.

No, our agents are designed to integrate into your existing workflows. We map agents to your current processes and adapt them to how your team works. Over time, you may choose to optimise processes based on insights from agent analytics.

You will need a project sponsor, 1-2 business stakeholders who understand your processes, and IT support for system access and security approvals. We handle the technical implementation, so you do not need AI expertise or dedicated engineering resources.

Yes, we recommend starting with a pilot deployment focused on a specific use case or department. This allows you to validate results, gather feedback, and build confidence before expanding. Most customers move from pilot to full deployment within 4-8 weeks.

We offer 18+ pre-built agents including Help Desk, Loan Processing, KYC Verification, Fraud Detection, Credit Risk Assessment, Customer Support, Invoice Processing, HR Onboarding, and more. Each agent is production-ready and can be deployed immediately.

Yes, all agents are fully configurable. You can adjust rules, thresholds, workflows, escalation criteria, and integrations to match your specific requirements. Customisation is done through our no-code interface, no programming required.

Yes, our Agent Builder allows you to create custom agents using a no-code/low-code visual interface. You can define triggers, decision logic, actions, and integrations. For complex requirements, our services team provides custom development support.

We integrate with core banking platforms such as Temenos T24 / Transact and Temenos Infinity, SIEMs such as Elastic, Splunk and Microsoft Sentinel, and other systems through REST APIs and webhooks. Our team builds and configures integrations as part of implementation.

Our agents use continuous learning to improve from new data and feedback. They learn from supervised corrections by human reviewers, reinforcement signals from outcomes, and transfer learning from similar agents. Every interaction generates data that improves accuracy.

Agents are designed with human-in-the-loop escalation. When confidence is low or predefined criteria are met, cases are automatically routed to human reviewers with full context. You define escalation rules based on risk level, uncertainty, or specific scenarios.

Yes, our multi-agent orchestration allows specialised agents to collaborate on complex workflows. Agents can pass information, delegate tasks, and coordinate actions. The orchestration layer handles communication and ensures consistency across agents.

Our analytics dashboard provides real-time visibility into agent activity, decisions, outcomes, and performance metrics. You can track resolution rates, processing times, escalation patterns, and ROI. Custom reports and alerts are also available.

Yes, every agent decision is fully auditable with complete reasoning chains. You can see exactly what information the agent considered, what rules it applied, and why it chose a particular action. This explainability is crucial for compliance and building trust.

Our agents support 50+ languages for customer-facing interactions, with full natural language understanding. Agent configuration and documentation are available in English, with localization options for enterprise deployments.

Yes, our agents excel at processing unstructured data. They can read and understand emails, PDFs, images, and handwritten documents. Our Document Processing Agent extracts, classifies, and validates information from any document type.

Our platform includes built-in testing and simulation tools. You can run agents against historical data, simulate scenarios, and validate behaviour in a sandbox environment. Version control and rollback capabilities ensure safe deployments.

We offer tiered pricing based on usage, including number of agents, transactions processed, and users. All plans include core platform access and support. Contact our sales team for a custom quote based on your specific needs and volume.

All tiers include platform access, pre-built agents, standard integrations, and email support. Higher tiers add more agents, increased transaction limits, advanced features like custom analytics, priority support, and dedicated success management.

Yes, enterprise plans include custom deployment options, unlimited agents, dedicated support with SLA guarantees, volume discounts, and custom development support. Enterprise pricing is tailored to your specific requirements.

No. Pricing includes platform access, updates, and standard support. Additional fees only apply for premium support tiers, custom development, or professional services if you request them. We provide transparent pricing with no surprises.

Yes, you can upgrade or adjust your plan at any time. Our team helps you find the right fit as your needs evolve. Upgrades take effect immediately, and we prorate charges for mid-cycle changes.

We accept credit cards for monthly plans and offer invoicing with net-30 terms for annual enterprise agreements. ACH and wire transfers are available for enterprise customers.

Yes, annual billing includes a discount compared to monthly payments. Enterprise customers with multi-year commitments receive additional volume discounts. Talk to an expert for specific pricing.

We notify you when approaching limits and work with you on the best path forward. You can upgrade your plan, purchase additional capacity, or we can discuss overage options. We never automatically charge for overages without your approval.

Yes, we implement bank-grade security including end-to-end encryption for data in transit and at rest, role-based access control, and regular security reviews. Our controls are designed to align with ISO 27001.

Our platform and delivery processes are designed to align with ISO 27001 and PCI DSS controls, and with central bank requirements such as those from CBJ, CBI and SAMA. We support GDPR-aligned data handling, including data residency and retention controls. We work with your compliance team to document how a deployment meets your specific obligations.

Data is stored in your choice of regions with enterprise-grade cloud providers (AWS, Azure, GCP). On-premise deployment options provide full data residency control. We support data localization requirements for GDPR, data sovereignty laws, and industry regulations.

Our platform includes technical safeguards such as encryption, access controls, and audit logging that are designed to support HIPAA requirements. Contractual requirements, including any Business Associate Agreement, are scoped with your compliance team for each healthcare engagement.

Yes, we conduct regular third-party penetration testing and vulnerability assessments. We also run continuous automated security scanning and participate in a responsible disclosure program. Penetration test reports are available to enterprise customers upon request.

We provide role-based access control (RBAC) with fine-grained permissions. Administrators can define who can access agents, data, and configurations. We support single sign-on (SSO) with SAML 2.0 and OIDC, plus multi-factor authentication (MFA) for all accounts.

Yes, we maintain comprehensive audit logs of all agent actions, user activities, and system events. Logs are tamper-proof, retained according to your policies, and can be exported to your SIEM. This supports compliance requirements and incident investigation.

Our platform includes guardrails against prompt injection, data leakage, and model manipulation. Agents operate within defined boundaries with human escalation for edge cases. We monitor for anomalous behaviour and provide explainable outputs for every decision.

Access support through our help center, documentation, email, or phone depending on your support tier. All customers can submit tickets via the platform. Enterprise customers have dedicated support contacts and can reach us via Slack or Teams.

Standard support is available Monday through Friday, 9am to 6pm in your local time zone. Professional tier includes extended hours. Enterprise customers can add 24/7 support with guaranteed response times via custom SLAs.

Yes, we provide comprehensive training options. All customers receive onboarding training and access to self-paced courses in our learning center. We also offer live platform training, admin certification, and custom workshops for enterprise teams.

Response times vary by support tier and issue severity. Standard support responds within 24 business hours. Professional support offers 4-hour response for critical issues. Enterprise SLAs can include 1-hour response times with dedicated support engineers.

Yes, all customers receive onboarding assistance to get started. Professional and Enterprise plans include dedicated implementation support. We also offer professional services for complex deployments, custom integrations, and agent development.

Yes, our community forum connects you with other Nova AI users to share best practices, use cases, and tips. Our team actively participates to answer questions. Enterprise customers also get access to private Slack channels with our product team.