{"slug":"nexo-resolves-62-of-customer-inquiries-with-salesforce-agentforce","url":"https://findausecase.com/use-cases/nexo-resolves-62-of-customer-inquiries-with-salesforce-agentforce","title":"Nexo resolves 62% of customer inquiries with Salesforce Agentforce","description":"Digital assets wealth platform Nexo deployed Salesforce Agentforce across its app and website to handle more than 20,000 complex customer inquiries a month requiring real-time financial data and jurisdiction-specific knowledge. Agentforce now autonomously resolves 62% of cases, saving 2,600 hours of manual work, and hands off unanswerable questions to human reps. Nexo built separate global and UK sandboxes to test jurisdictional compliance and created a custom object to translate crypto-specific terms for regulatory accuracy.","company":"Nexo","industry":"Financial Services","aiCapabilities":["Agentic AI","Conversational AI"],"technology":["Salesforce Agentforce","Salesforce Headless 360 platform"],"deployment":"Unknown","problemStatement":"Digital assets wealth platform Nexo needed to deliver high-touch, 24/7 service to a growing global customer base without straining its client care team. Each month it handles more than 20,000 complex inquiries requiring real-time financial data and jurisdiction-specific knowledge, and answering them meant manually pulling information from multiple databases, leading to longer case-resolution times.","solutionApproach":"Nexo deployed Salesforce Agentforce, the agentic layer of the Headless 360 platform, across its app and website. It built Agentforce in two separate sandboxes — one global and one UK-specific — to test the agent against different jurisdictional requirements, and created a custom Salesforce object that dynamically swaps terms with different regulatory meanings (such as 'withdraw') for approved alternatives. Nexo cleaned up its Salesforce data ahead of launch and, once live, rewrote crypto-specific help articles with both human readers and the agent in mind to give Agentforce clearer context. The team also built an API callout so Agentforce could fetch data such as LTV ratio tables that live outside Salesforce in real time.","businessValue":"Agentforce autonomously resolves 62% of Nexo's customer cases, saving 2,600 hours of manual work, and hands off unanswerable questions to human reps.","evidence":{"band":"high"},"sourceUrl":"https://www.salesforce.com/customer-stories/nexo-agentforce-implementation","dates":{"publishedAt":"2026-08-16T08:26:05.988Z","publishedAtSource":"ledger","updatedAt":"2026-08-18T13:38:22.429Z"},"license":"Open for reading and citing with a link to https://findausecase.com/use-cases/nexo-resolves-62-of-customer-inquiries-with-salesforce-agentforce. Bulk republication requires permission."}