NovaPay cut response times by 3.2x while maintaining enterprise-grade security standards

NovaPay's customers expect instant support when money is on the line. But the company's strict security requirements made it difficult to move fast:

• Average response time of 6+ hours for non-urgent inquiries
• Security review required before any AI tool could touch customer data
• PCI-DSS compliance mandating strict controls on payment data handling
• High-stakes interactions — payment failures, fraud alerts, and account lockouts

NovaPay needed an AI solution that could pass their security team's rigorous evaluation while dramatically improving response times.

Duckie's security posture matched NovaPay's requirements:

• SOC 2 Type II certified with regular third-party audits
• Granular permission controls — the AI only accesses what it's explicitly allowed to
• PII handling compliance built into the platform architecture
• Complete audit trail for every action and decision

NovaPay's security team completed their review in under two weeks — significantly faster than the typical 3-month vendor evaluation cycle.

Six months after deployment:

• 3.2x faster response times across all channels
• 99.9% security compliance maintained throughout
• 55% reduction in support costs while handling higher volume
• Zero security incidents related to AI operations

NovaPay's customers now get near-instant responses for routine inquiries, while their security posture remains as strong as ever.

NovaPay is extending Duckie into their fraud alert workflows, where speed of response directly impacts customer financial safety. The combination of fast AI resolution and strict guardrails makes this a natural expansion.