NovaTalks

Tool Introduction

NovaTalks is an omnichannel customer service and contact center platform provided by Smartnova, which integrates phone calls, instant messaging, website chats, and emails within the agent’s workspace.

It not only provides chatbots but also covers phone assignment, mass messaging, AI-assisted agents, quality assessment, reporting, as well as text and voice analytics – making it suitable for teams that need to keep a complete record of customer interactions.

Main functions

Unified agents and automation

The agent can handle requests from various channels on a single interface, view contact information and past conversations, and transfer calls between robots and human agents.

• It supports automatic chat assignment, agent status tracking, departmental routing, tagging, quick replies, private notes, and customer merging.
• Build multilingual chatbots without coding; it is possible to set operating hours, conditional logic, and rules for transferring calls to human agents.
• The bulk messaging feature allows for grouping messages based on tags, attributes, and contact information, enabling the sending of personalized reminders, news, or promotions.

AI-assisted quality inspection and insights

AI assistants correct errors, translate text, adjust the tone of the responses, and summarize conversations during the interaction with customers, while automatic quality inspection identifies emotions and the adherence to predefined scripts across the entire conversation.

• The Professional plan provides a quota for AI quality scoring, and it is possible to purchase additional evaluation packages and standards.
• NovaTalks Insights analyzes text and voice interactions to identify customer service issues and areas for improvement.
• The reports cover both real-time and historical data, and BI dashboards can be used to assess agent efficiency, service quality, and business outcomes.

Usage tutorial

1. Register for a 14-day free trial, and specify the number of agents, the systems currently in use, as well as the channels that will be integrated in the future.
2. First, connect to the website chat or a messaging channel, and set up queues, agent status, roles, and routing rules.
3. Import common questions and use the robot builder to set up branches, business hours, and manual takeover in cases where a response cannot be provided.
4. Connect to the phone system, CRM, or knowledge base to verify that the contact fields, call records, and session synchronization are correct.
5. After going live, monitor the wait time, resolution rate, upgrade rate, and AI quality inspection results, and continuously refine the processes and permissions.

Which users are it suitable for

• A customer service team that handles inquiries via Telegram, Viber, WhatsApp, Instagram, email, and website chats simultaneously.
• A contact center that requires unified management of inbound calls, outbound calls, IVR, and digital channels.
• Managers who wish to conduct automatic analysis of agent performance, customer sentiment, and frequently occurring issues.
• Companies that need to integrate their customer service platforms with CRM, knowledge bases, and BI systems through APIs or custom development.

Prices and packages

The public pricing is based on a charge per seat per month, and most plans require at least 3 seats; the annual pricing is given as an equivalent monthly amount. The cost for voice services also depends on the SIP number and any custom configurations, while BI services, unlimited AI requests, and additional quality control features may incur extra charges.

The free trial period is 14 days and no credit card is required; it is not a permanently free plan. According to the terms of service, subscriptions are usually renewed automatically, and no refunds are given except in cases of specific limited warranties or compensation provisions.

Product advantages

• Integrate digital channels, phone calls, robots, human agents, and quality management into a single system.
• AI is integrated directly into the agent workflow, with the focus on improving response efficiency rather than completely eliminating human intervention.
• It offers mobile applications, APIs, custom development, and dedicated customer support, making it suitable for complex migrations and integrations.

Usage restrictions and precautions

• The actual total price depends on the number of seats, channel accounts, phone lines, AI requests, quality inspection, and BI add-ons.
• Automatic quality inspection and emotion assessment can lead to errors; therefore, samples should be reviewed, and these results should not be used as the sole basis for punishing employees.
• Robots must provide a clear path to human assistance; high-risk complaints, refunds, as well as medical and financial issues cannot be handled solely through automated responses.
• The platform handles chat records, calls, and customer data; before deployment, it is necessary to review the data processing protocols, regional storage options, and access rights.

Platforms, APIs, and open-source status

NovaTalks offers a web-based customer service interface as well as iOS and Android mobile apps; its digital channels include email, website chat, Facebook Messenger, Instagram, WhatsApp Business, Viber, Telegram, LINE, and Apple Business Messages.

All solutions include APIs for connecting CRM systems with knowledge bases, and they support iFrame integration as well as custom integrations; however, the official website does not yet provide a complete list of public APIs or SDK kits. The terms state that the platform contains some open-source components, but this does not mean that the entire NovaTalks product is open source – the core services are still offered on a subscription basis.

Frequently Asked Questions

Is NovaTalks free?

New customers can enjoy a 14-day free trial; regular use is billed based on the number of agents, the channels used, and any additional features. The official website does not offer any permanent free plan.

Is it possible to purchase only the phone functionality?

Yes, the price page offers only voice-based plans; it is also possible to purchase a combination of digital and voice services. The cost of setting up a phone line depends on the SIP number and the specific configuration, and this needs to be confirmed separately.