What Nexo learned from launching Agentforce on their digital wealth platform.
Learn how they built, tested, and tuned their AI agent to quickly and accurately answer complex FAQs.
Executive summary
Digital assets wealth platform Nexo needed a way to deliver high-touch, 24/7 service to a growing global customer base without straining its client care team. Each month, they handle more than 20,000 complex inquiries requiring real-time financial data and jurisdiction-specific knowledge. But answering them meant manually pulling information from multiple databases, leading to longer times resolving each case.
To grow without compromising service, Nexo turned to Agentforce, the agentic layer of the Salesforce Platform. Now live across their app and website, Agentforce autonomously answers thousands of FAQs — saving 2,600 hours of manual work and resolving 62% of cases. If customers ask questions Agentforce isn’t allowed to answer, it smoothly hands those conversations off to human reps.
Tips for Success
See what Nexo learned from their Agentforce implementation.
This is not a set-it-and-forget-it solution. It’s a living process that needs regular refinement, updates, and enhancements so it can stay current and support your clients.
Nikolay NedevSalesforce Product Manager, Nexo
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Customer Story
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