Artificial Intelligence Initiative: NOVA, New AI Agents by Yuno Set to Transform Failed Payments into Opportunities; Retailers Recover Nearly Three Quarters of Previously Unsuccessful Transactions
In the ever-evolving world of digital payments, MasterCard has taken a significant step forward with the launch of NOVA, a series of AI agents designed to streamline and enhance the payment recovery process for merchants across various sectors.
NOVA, built with a focus on reducing or eliminating failed transactions, is not just about revenue recovery but aims to create a smoother, more reliable, and customer-centric experience. The innovative AI solution, unveiled in Q2 2025, marks a significant stride in the realm of artificial intelligence reshaping the future of payments.
NOVA's pilot programme commenced in Q2 2025 with select global merchants, including the Latin American delivery giant, Rappi. Leonardo Benante, Head of Payments at Rappi, hailed NOVA for providing user support at critical moments and aiding in completing payments. Rappi saw an 8 percent lift in recovery rates after adopting NOVA.
NOVA transforms payment issues like card declines, abandoned checkouts, and missed payments into AI-powered customer conversations via phone and WhatsApp. The AI agents use intelligent decisioning to choose the optimal outreach method, generate the right script, localize the conversation across over 70 languages, and adapt dynamically based on customer responses and preferences.
Yuno, the company behind NOVA, designed the AI agents with compliance and security as a priority. This ensures respect for opt-in preferences and adherence to data protection standards. Transcripts and call summaries from NOVA interactions are made available to merchants, offering insights into customer friction points and behavioural patterns.
NOVA complements existing retry logic and smart routing tactics, offering a new recovery channel that's proactive, personalized, and fully automated. The AI agents engage with customers to recover revenue and surface additional data signals, providing alternatives and personalized guidance to users.
Simon Martinez, VP of AI at Yuno, expressed his belief that NOVA marks the beginning of AI reshaping the future of payments. NOVA's ability to handle routing, risk, recovery, and revenue issues in payments is set to redefine the way merchants approach payment recovery, fostering a more seamless and customer-friendly experience.
As NOVA continues to evolve and expand, it's clear that the future of payment recovery is AI-driven and customer-centric. NOVA's integration into a merchant's existing payment infrastructure via Yuno's orchestration layer promises a smooth transition for businesses looking to enhance their payment recovery processes and improve their customer relationships.
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