All right, now we're
going to hear how
Nexo, the premier
wealth platform for
digital assets, pairs
human expertise with
AgentForce to scale
service globally
in a very fast-moving
sector. I'm Diane
Mizoda, joined by
Dimitar Bonev, CRM
Director, and Nikolai
Nedev, CRM Product
Manager, Nexo, and
Corey Haynes, Senior
Director, Product
Marketing, Salesforce.
Welcome, everybody.
Thanks for joining
us. Thank you for
having us. All right.
Well, you've built
Nexo on the foundation
of digital finance, and
now you're expanding
into spaces like
wealth management.
Tell people about Nexo
if they don't know
what it is and how
you're reshaping what
financial technology
looks like today.
Yeah. So Nexo has
been created in 2018,
which is like a lot
of years from now.
And we've been
basically redefining
this space
through our crypto
credit lines and
our Nexo card.
which actually made
us one of the top
lenders in the space
and ever since then we
were offering many
other products to our
customers and in 2024
we actually rebranded
and looked into the
wealth management where
we offer our clients
the ability to hold
assets with to earn,
to borrow, and to use
all of our products,
such as our NexoCard.
And looking forward,
what we're trying to
see is like building
smarter products for
our customers that are
solely based on the
client's needs. Yeah,
let's talk about
some of the challenges
you are facing that
you're looking for
AgentForce to solve.
Well, we are 24-7
customer support, and we
always strive to provide
outstanding white
-glove service to our
clients across multiple
languages. So that's
been a challenge.
And having a lot of,
we want to free our
agents' time to focus
on the much complex and
not lose the human touch
with our customers.
So that's what we've
tried to do with agent
force and to eliminate
at all costs all the
redundancies so the
agent can take some of
the tasks from the humans.
And, Corey, are you
seeing similar challenges
across the landscape
for traditional
financial institutions?
Absolutely. This
is the same thing
that every traditional
finance firm
is facing and
some of the modern
firms are facing.
It's just a crisis
with customer
experience, demand,
geo, and 24-7. I
mean, we interviewed
like 9,500 companies
across financial
services across the
globe, and they're
all saying that,
look, 85% of companies
are not paying
attention to them.
And they want that
service. Customers want
that service. And what
Dimitar and Nikolai
are doing at Nexo is
they're paying attention
to their customers.
And they're not
admiring that problem.
They're solving it by
working with Salesforce
and partnering and
actually doing something
with that by being
and coming in the
agent enterprise and
actually using
AgentForce to solve these
customer needs. So
they're not just looking
at the problem. They're
solving that problem.
And this is something
that I really admire
about them. Let's
dig into that. So how
did AgentForce address
these challenges?
And why was it the
right fit for Nexo? So,
we basically manage
a whole ecosystem of
Salesforce products
where I believe that
the only missing
piece was the AI part
of it. Like, we've been
automating everything
through declarative
ways, through
code, but we really
believe that on the
front end we could do
much better and have
much, much, much
better deflection rate.
And this is how we
came to AgentForce.
All right, let's
talk about some of
the results. Nikolai,
how have you been
able to transform
service for Nexcel?
And well, actually,
after the last
Dreamforce, we knew
already AgentForce.
We saw how it
works. We managed to
build our first
service agent here.
And when we get
back to Bulgaria,
we said, OK,
this is going to
solve our
problems, probably.
And we started
working on it with
our team. We
have a lot of
experienced people
in our department.
And together
with them, we
managed to implement
AgentForce.
I mean, I'm looking
at these stats here.
75% chat resolution
and, you know, case
resolution. Can you
speak to those? Yeah.
Actually, we started
with 50% and throughout
the year after several
enhancements and
implementation of
multilingual support,
different functionalities,
giving access
of agent force to
some of the specific
client data, we managed
to increase it to
75%. And this is a
steady trend for the past
three months. So we
can say that it's
permanent or potential
to increase further.
And I believe in
the past two months,
actually, we started also
handling case management
with agent force
and there we are
achieving about 50
percent now and we have a
lot of plans to increase
it also to put it
in perspective these
percentages actually
means that we saved
about 4 000 hours of our
operational teams work
hours and time that
they can now use for
more creative work,
to handle more complex
work, and focus on
this wide glove service
that is our goal.
Yeah, those results
are very promising.
Now, Dimitar, what do
you envision? What's
ahead for Nexo and
AgentForce? So we already
laid the foundation
with all of these
automations through
AgentForce that we delivered.
And now we're looking
into intelligent
document processing.
We're looking into voice.
We're looking
to implement
agents that are
watching agents.
So we have big
plans ahead, and we
want to further
develop agent force.
I consider this
like the first
steps of
autonomous agents.
Yeah, and thanks
for sharing
I mean, Corey, we
heard in the keynote
that, you know,
financial services, how
they can become
agentic enterprises.
Are you seeing similar
results across the
industry? Like,
where's the general
industry? Yeah. I mean,
first of all, I think
it's so important.
I want to go back
to the point Nicola
made is that you still
see humans in the
loop, right? And you
still see humans a
part of this. And what
he mentioned was so
important. I mean,
we're seeing that
even in financial
services, reps that are
tired by themselves,
60% is the average
where reps are saying
they're just tired.
But when you add
agents, they're
saying about 88% are
saying that it's more
helpful to have agents
in financial services
to help them.
And 86% say they're
more productive. So it
shows that agents and
AI help service reps
actually get better.
So we're seeing that
result. And what's happening
with Agent Force is
that it's actually
doing better. And then
what we're seeing is
the other part of it is
that when you deploy
the agents, you're
helping with growth, right?
So it's not just cost
cutting. You're actually
helping the business
grow. And that's
what's happening here.
And then you're having
compliance in there.
And then you're also
adding things like
anticipated service. So
you're actually helping
that company grow.
And we're seeing that
same thing. And so
deploying interoperable
agents, as you were
saying, adding voice,
adding compliance, adding
all these things are
helping the business
grow, anticipate needs.
And that's what the
keynote was saying.
And Nikolai has some
great implementation
practices you wanted to
share with us, right?
Yeah, we can summarize
all the best practices
that we do. Yeah, I'm
sure customers would
love to hear that.
Just the first thing
is refining and clear
business processes
because so far the
companies could afford to
have some issues there
and not everything to
be documented well.
But now with AI, it's
mandatory to have a good
description, cleaning
and repaying actually
the technical debt.
that's another
thing. Using
flows and Apex,
it's a great
opportunity for
cost management.
Another really important
thing is that all
of the information
that the companies have
must be agent-ready,
AI-ready, because it's
a bit different than
prepared for humans.
And last but not least,
it's not a set-it
-and-forget-it solution.
It's something that
needs enhancements
and improvements and
to be taken care of.
So it gets better and
better and achieving
actually the autonomous
agent in the
future. Yes, looking
forward to that. Nikolai,
Dimitar, Corey, thank
you so much for
joining us. If you'd
like to learn more about
how Nexo is powering
customer service for
the agent enterprise
future of support,
just scan the QR code
on screen or go to
sforce.co slash Nexo.
