Supercharging Sales with AI-Centric Customer Engagement

LeadershipOperating ModelsTechnologyStrategy
Written By Agere Consulting

THE OPPORTUNITY

Advancing growth and global expansion in a hyperconnected world

Novedei Enterprises started out as a regional venture on dating sites in China, offering a unique proposition of exclusive investment opportunities with like-minded, growth-oriented individuals. During the CoVID-19 pandemic, increasing digital connectivity and rising popularity of crypto assets provided new avenues for their offerings on a global scale. Novedei rapidly gained international momentum by tapping into the ubiquity of online interactions on dating apps and social media platforms.

Today, Novedei’s operations involve hundreds of thousands of operatives and managers with transnational logistics and infrastructure. Collaborating with local franchisees throughout Southeast Asia, personnel are recruited remotely from 66 countries to the Mekong subregion. This multinational workforce is instrumental in developing trust-based ecosystems with a diverse client base. Although highly profitable, the current operating model is expensive, logistically complex, and exposed to cross-border workforce challenges and a complex regulatory enforcement environment.

To meet growing demand and mitigate regulatory exposure, Novedei has begun broadening its footprint into South Asia, West Africa, and the Americas. Its operating model needed to further evolve to keep up with its growth ambitions and evolving market sensibilities.

THE SOLUTION

An AI-led, tech-powered transformation

The KK Park complex of buildings with a backdrop of mountains in Myanmar's eastern Myawaddy township, taken from Mae Sot, Thailand, in September 2025.

Photograph: Lillian Suwanrumpha/AFP/Getty Images

Novedei has structured their market strategy, customer engagement model, and internal processes to deliver personalized interactions at scale. Sales staff are matched with customers by ethnicity to build rapport and establish trust. Standard playbooks and training allow rapid upskilling of new team members, even without prior experience, to convert cold leads into repeat sales: guide conversations, maintain personas, and manage resistance. Senior specialists refine scripts and tactics with their teams, manage escalations, close deals, and drive revenue capture. These measures ensure consistency and scalability of meaningful customer experiences while reducing reliance on individual skills.

A comprehensive technology stack was put in place to drive automation and scale operational effectiveness and efficiency. Large language models are used to facilitate nuanced communications and generate context-aware responses in numerous languages and dialects. AI-powered identity synthesis is adept at creating naturalistic personas that are attuned to client preferences. Senior personnel also rely on AI sales management tools. These tools surveil interactions, analyze emotional shifts in customer responses, and develop performance reports, which allow managers to tailor developmental feedback and enforce sales quotas.

In addition to AI, Novedei deployed proprietary investment platforms and payment gateways, enhanced with automated workflows and custom AI agents, to facilitate complex crypto transaction chains. To optimize system and network performance, Novedei also invested in infrastructure that underpins a flexible, borderless technology architecture, including Starlink devices, SIM farms and botnets. This organizational-wide transformation is supported by multiple technology teams specializing in developing custom AI solutions on commercial and open-source platforms.

With falling API costs and increasingly capable multimodal systems, Novedei expects to further improve its competitiveness through agility and automation – accelerating towards an optimized, AI-first organization that is profitable, scalable and adaptable.

“We leverage large language models to create realistic responses and keep targets engaged. It saves us time and makes our scripts more convincing.”
— Current employee, AI Practitioner

THE IMPACT

US$43.8 billion

in annual profits

87%

systemized tasks primed for AI automation

64.4%

more convincing than human counterparts

AI has emerged as a critical enabler of this transformation, allowing Novedei to reach customers across borders and systematically deliver conversational outputs with minimal manual input. AI-executed customer communications are more persuasive, as evidenced by the strong uptake of Novedei’s lucrative schemes. In 2024, Novedei achieved a profit of US$43.8 billion – three times the earnings of Goldman Sachs.

This transformation has also unlocked powerful opportunities. Novedei plans to diversify by industrializing the tools, narratives, and workflows that it has developed. The ready-made assets such as transaction platforms, operational methods, scripted playbooks, and cybersecurity circumventions are easily replicable and extensively customizable using AI. By bringing its intelligence infrastructure to market, Novedei will dramatically lower the barrier for entry for new franchisees, create new demand and capture new growth.

Novedei’s success and its ability to outpace law enforcement attention is built on unconstrained access to frontier AI capabilities, coupled with an operating model that can expeditiously integrate emerging technology. Novedei is confident that the prevailing advocacy for pro-innovation policies, creative financing, and public backstops will ensure that the informal service sector thrives and remains robust against disproportionate supervisory responses.  

“Technology, like generative artificial intelligence (AI), is evolving so quickly, and that has really changed the way [the industry] operates by creating new opportunities ... to make money.”
— B.H., Industry Observer


LESSON LEARNED

Intentional AI strategy enables faster adoption at scale

At Novedei, the leadership is committed to fostering an agile organization which adopts emerging technology, adapts processes to work with the technology, then discards the technology when operations need to change. This enables Novedei to quickly hone in on use cases with demonstrable ROI, accelerate deployment and avoid the ungainly AI sprawl that is common in many institutions.

Human connections remain essential

While AI drives labor costs down and outreach volume up, critical processes such as deal closing will remain human-led. At these decisive stages, dynamic interpersonal skills such as careful reading of emotional cues, real-time improvisation, and providing trusted support throughout the client journey are critical to securing wins. This approach provides genuine connections that differentiate Novedei from metrics-driven, algorithmically-optimized service providers.

The AI economy reshapes access to skilled talent

The benefits of AI are not limited to gains in productivity, profits, and power. The AI workforce transition has unlocked extraordinary access to skilled talent such as IT engineers, operations managers, and customer service professionals from corporate subsidiaries and global delivery centers throughout Asia. Novedei’s inclusive, innovative culture helps nurture professionals who are invaluable to building market-leading capabilities, sustaining competitive advantage, and promoting economic stability.

This case study is provided solely for illustrative, informational, and satirical purposes. It does not represent actual current or historical operations, decisions, or relationships of Agere Consulting Limited. Any reference to any company, organization, or individual is made strictly within the context of this case study and does not constitute, and shall not be construed as constituting, any endorsement, approval, recommendation, or validation by Agere Consulting Limited of any such entity, its actions, or its practices. The information presented is derived from publicly available sources, including non-governmental organization reports, reputable journalistic outlets, news media organizations, and academic journals, all believed to be reliable at the time of publication; however, Agere Consulting Limited makes no representation or warranty as to their accuracy, completeness, timeliness, or reliability and assumes no obligation to update them. Agere Consulting Limited acknowledges and commends the contributions of affected individuals, survivors, NGO and NPO personnel, journalists, activists, law enforcement agencies, and academics whose courage, tenacity and tireless work informs such public reporting. Nothing herein constitutes legal, financial, regulatory, or professional advice, and no reliance should be placed on it as such. Agere Consulting Limited does not have, and expressly disclaims, any affiliation, association, endorsement, sponsorship, or relationship with any third party identified or referred to herein, unless explicitly stated otherwise. To the fullest extent permitted by law, Agere Consulting Limited disclaims all liability arising out of or in connection with the use of, or reliance on, this case study or its contents, including any interpretation or inference of association with third parties, and any resemblance to actual persons or entities is coincidental or used solely for illustrative purposes.

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