For years, we have championed a simple idea about where operations are heading: value does not lie in the tool itself, but in what you achieve with it. Guided by that conviction, we made an uncommon decision in our industry. Instead of continuing to license a third-party platform to manage client services, we built our own. It is called Praxia.
Praxia is the portal where our clients report incidents, request services, track their tickets, and handle approvals—the entire support relationship with Novis in one place. It replaces ServiceNow as our service delivery channel. However, the fundamental shift isn't just the user interface; it's who controls its evolution.
Because it was developed in-house, Praxia is not bound to an external vendor’s product roadmap. We enhance it at the pace of what our clients actually need, designing it with operational knowledge at its core: procedures and operational policies serve as the governing foundation of the platform, rather than static documentation that nobody reads. On those foundations, we are paving the way forward: gradually and responsibly introducing AI and automation to shift operations from "managing" to "resolving." That is the direction of Praxia—and it mirrors the exact same automation and AI thesis we apply to our clients' operations, now applied at the heart of how we serve them.
The timing is no coincidence. Global spending on AI services is growing sharply—Gartner projects it will reach $516 billion annually by 2029—and the promise of agentic AI is tangible: BCG estimates up to $200 billion in net new value for tech services over the next five years. Yet, there is a second, less comfortable figure: Gartner predicts that over 40% of agentic AI projects will be canceled before the end of 2027 due to rising costs, unclear business value, or insufficient risk controls. In Latin America, the gap is even starker: according to the World Economic Forum and McKinsey, only 23% of organizations derive economic value from AI, and barely 6% do so significantly.
The conclusion is clear: what is missing is not "more AI," but AI brought into production, properly governed, and delivering verifiable results. That is why we built Praxia starting with the fundamentals: knowledge, control, and traceability. Autonomy comes on top of a governed foundation.
For those who already work with us, the message is one of continuity. The process for logging a ticket, committed SLAs, and the support team serving you remain unchanged, and your complete ticket history transitions seamlessly to the new portal. The tool changes, but the relationship and service standards do not. Migration is gradual and coordinated by client cohorts, closely supported by our KAM team.
For those who are not yet clients, Praxia speaks volumes about how we approach our work. A partner can handle your operations using leased tools, or they can invest in building their own to control the experience end-to-end. We chose the latter because it is the only way to guarantee that the platform evolves according to the needs of the people using it, rather than a third party's roadmap.
Praxia is just getting started. What you will see over the coming months—greater automation, smarter service delivery—is precisely what we built it for.
Written by: Roxana Roa A, Novis Service Management Manager.
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