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NovelVox + Journey: Execution Without Exposure

NovelVox+Journey:
End-to-End Execution Without Exposing Sensitive Inputs

For banking, credit union, and healthcare contact centers, NovelVox and Journey take AI-driven and agent-assisted interactions all the way from intent to completed action. NovelVox governs execution, and Journey handles the sensitive step on the customer’s own device, so sensitive inputs never enter the AI or the contact-center environment.
See How Verification Works
NovelVox + Journey.ai: End-to-End Execution Without Exposing Sensitive Inputs

Customer Verification Minus the Detour

Journey verifies identity through the customer’s own device, using one-time passcodes without routing those authentication inputs through the AI or the agent. Without it, verification either stalls into a human handoff or pushes through and exposes regulated data to the AI and contact center.
CCIP removes the tradeoff. It already governs what the AI can access, acts on the verification result the moment it arrives, and can invoke Journey’s API directly when the workflow calls for it. The AI only ever receives the result, and verification becomes a governed execution step instead of a reason to stop the interaction.

Agent Accelerator and CCIP Cover Both
Agent-Assisted and Self-Service Interactions

Agent Accelerator for Agent-Assisted Interactions

The agent triggers Journey verification from Agent Accelerator. The caller confirms their identity on their own device, and the agent sees a verified or not verified result instead of asking for a date of birth or account number.

Once the caller is verified, Agent Accelerator unlocks the request: credential reset, address change, demographic update, or dispute review.
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CCIP for Self-Service Interactions

CCIP for Self-Service Interactions

The same requests through IVR or an AI agent use the same Journey verification as agent-assisted calls.

Once the customer is verified, CCIP executes the action in the system of record, whether that means resetting a credential, filing a card dispute, or updating patient demographics. Every action is recorded to meet your organization’s audit and compliance requirements.
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Key Integration Benefits

Intent Becomes a Completed Action

AI understands the request, CCIP governs execution, and Journey handles the sensitive step. CCIP then completes the authorized action in the system of record, without a manual handoff.

NovelVox Governs the Execution Path

NovelVox controls system access and permitted actions across banking, credit union, and healthcare workflows. When Journey returns a result, CCIP determines the authorized next step and completes it.
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Sensitive Inputs Stay Out of AI and Contact Center

Customers complete authentication on their own devices, with only the verification result returned.
Sensitive inputs stay out of AI, CCaaS, call recordings, transcripts, and agent desktops.

Agent Accelerator Shows the Outcome, Not the Data

In agent-assisted interactions, Agent Accelerator displays the verification result for the agent. Agents proceed based on the outcome, without accessing the underlying sensitive data.

One Execution Layer, Two Protocols

AI agents reach CCIP over REST or MCP, and AI or IVR requests that require verification can trigger Journey’s API through the same governed CCIP actions.

How It Works

The AI identifies that completing the request requires identity verification.

CCIP validates the request against the system of record and determines what the AI is permitted to do. The IVR or AI agent invokes Journey for verification, directly or through CCIP’s API connection.

The customer completes authentication on their own device through a Journey workflow. The sensitive inputs never reach CCIP, the AI, or the agent.

CCIP receives Journey’s verification result and completes the authorized action in the system of record. The AI or agent continues with the result, not the sensitive inputs behind it.

NovelVox and Journey in Action

NovelVox and Journey in Action

A customer is locked out of online banking or asks to reset a password. Journey verifies the customer before NovelVox resets the credential or restores access, replacing knowledge-based questions with a verified result.

A customer verifies through Journey in the IVR, then asks for an agent. Agent Accelerator can show the verified status when the call connects, so the agent moves straight to the request, and transfers can be configured to carry that status forward.

A customer requests a change to a mailing address or other profile detail. Journey verifies the customer first, so the update proceeds on a confirmed identity, and NovelVox completes the change in the core.

A customer raises a dispute or chargeback, a servicing path with elevated fraud exposure. Journey verifies the customer before the dispute is filed, and NovelVox uses the verified result to file it in the system of record, keeping the verification step outside the AI and the agent desktop.

A patient asks to update an address, phone number, or other demographic details. Journey verifies them first, so the update proceeds on a confirmed identity, and NovelVox completes the change in the system of record.

Complete the Request Without
Exposing Sensitive Inputs

NovelVox governs execution. Journey handles what’s sensitive. Together, AI-driven and agent-assisted banking, credit union, and healthcare interactions complete end to end, with sensitive inputs never entering the AI or the contact-center environment.
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Overview

  • Verify identity & complete the action without exposing sensitive inputs
  • Execute credential resets, address changes & disputes end to end
  • Journey verifies. NovelVox executes.
  • 18+ years in regulated CX
  • 1.2B+ workflows executed annually

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  • (928) 864-5100

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  • About Yourself

Overview

  • Verify identity & complete the action without exposing sensitive inputs
  • Execute credential resets, address changes & disputes end to end
  • Journey verifies. NovelVox executes.
  • 18+ years in regulated CX
  • 1.2B+ workflows executed annually

In a hurry?

Connect with us right away through instant chat.

  • (928) 864-5100

See a Verified Action Complete

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Your data is securely managed. To know more, visit our Privacy Policy