· The deployment of AI agents enabled NOVACARD to automate close to 75% of its customer service volume, reducing operating costs while maintaining operational control, quality, and scalability.
Mexico City, September 1, 2026 — NOVACARD, a company focused on financial services in Mexico, announced the deployment of AI agents to strengthen and scale its customer service operations, as part of a strategy aimed at improving the user experience and optimizing operational processes within a regulated environment.
For NOVACARD, as a fast-growing company, customer communications are among the fastest-rising operating costs, as volume climbs with every new user. Instead of letting that cost scale at the same pace, NOVACARD restructured its operations with the Flametree AI Customer Operations Platform, turning a growing expense into a growth engine.
Built on Flametree, NOVACARD now runs a suite of inbound and outbound AI agents across WhatsApp, the mobile app, and web. Together, they handle more than 35,000 customer interactions a day and cover the full customer lifecycle, from first transaction and onboarding to customer support and collections.
With this deployment, NOVACARD manages several hundred thousand conversations per month through AI agents, reaching approximately 75% automation of its customer service volume and achieving operational benefits of between 40% and 60% compared with traditional, human-only models.
The strategy was designed around a model of operational control and continuous supervision, allowing the AI agents to operate under defined criteria for information, authorization, and escalation to human teams in complex or sensitive cases. Key design principles include clear rules for escalating complex cases to human operators, explicit restrictions to prevent unverified responses, continuous performance and quality monitoring, and protection of sensitive information through a controlled architecture.
“The real value of artificial intelligence in financial services is not in automating for the sake of automating, but in building clearer, more efficient, and more controlled experiences for the user. At NOVACARD, we were looking for technology that would let us scale operations without losing visibility or control over the customer experience,” said Hernán Cieri, CMO of NOVACARD.
“At Flametree, we believe AI should do much more than automate repetitive tasks. It should help financial institutions grow faster while operating more efficiently and safely. Our collaboration with NOVACARD shows how AI agents can reduce operating costs, increase transparency, strengthen risk management, and create a scalable foundation for long-term business growth,” said Oleg Baranov, founder of Flametree.
This vision is part of NOVACARD’s “Vive con-sentido” philosophy, focused on building a clearer, more transparent, and more controlled relationship between people and their money, using technology to improve both the customer experience and operational efficiency.
About NOVACARD:
NOVACARD is a credit card designed to simplify the way people use and understand their money. Through a no-interest, no-hidden-fees model, it lets users know from the outset how much they will pay and over what term, promoting greater financial control. With a 100% digital experience and more than 100,000 users in Mexico, NOVACARD is part of a new generation of financial services focused on transparency, simplicity, and informed decision-making. NOVACARD is operated by Unitron Technology, S.A.P.I. de C.V., a Mexican financial services company headquartered in Mexico City. The company uses the Mastercard payment network and is registered with and supervised by the relevant authorities, including the SAT, and complies with the applicable provisions of PROFECO and other regulatory bodies in Mexico. For more information, visit Novacard and follow us on social media on Facebook, Instagram, and TikTok.
About Flametree:
Flametree is an AI Customer Operations Platform that powers customer communication and beyond through advanced LLM-powered voice and text AI agents. The platform combines the simplicity of no-code workflows with the depth required to manage real-world complexity. Whether automating sales, enhancing customer acquisition and service, or optimizing collections, Flametree enables businesses to scale AI-driven workflows effortlessly, achieving more, faster, and with greater efficiency.
For more information, visit Flametree and follow us on social media on LinkedIn and YouTube.