Nexo uses Agentforce to increase autonomous crypto customer support resolution by 70%
Nexo
Nexo, a digital assets wealth platform serving over 7 million customers across more than 200 jurisdictions, built an Agentforce service agent to provide 24/7 FAQ support. Since launch, Agentforce has resolved 91,400 chats, a 70% increase in autonomous case resolution, saving Nexo's client care team 2,600 hours of manual work. Data 360 grounds responses in real-time data including LTV ratio tables pulled via a custom API, and Agentforce hands off to a human when a customer asks about a specific transaction to meet compliance requirements.
Overview
Nexo, a digital assets wealth platform serving over 7 million customers across more than 200 jurisdictions, built an Agentforce service agent to provide 24/7 FAQ support. Since launch, Agentforce has resolved 91,400 chats, a 70% increase in autonomous case resolution, saving Nexo's client care team 2,600 hours of manual work. Data 360 grounds responses in real-time data including LTV ratio tables pulled via a custom API, and Agentforce hands off to a human when a customer asks about a specific transaction to meet compliance requirements.
The challenge
Nexo needed a way to provide accurate answers to complex crypto questions around the clock. With over 7 million customers across more than 200 jurisdictions, each month Nexo fields 20,000-25,000 customer inquiries, many requiring real-time loan-to-value (LTV) and portfolio data plus knowledge of jurisdiction-specific rules, which required the client care team to search multiple databases for each piece of the puzzle.
The solution
Nexo built its first Agentforce service agent after attending Dreamforce, going live across its app and website by the start of 2025 to answer FAQs such as how to withdraw crypto. Data 360 grounds every Agentforce response in real-time, trusted knowledge, pulling in information from Salesforce Knowledge as well as external data like LTV ratio tables from the back end of Nexo's website through a custom API. Agentforce's guardrails ensure it only acts on compliant information; if a customer asks about a specific transaction, Agentforce hands the conversation off to a client care representative to meet compliance requirements.
Reported business value
Since launching, Agentforce has resolved 91,400 chats, a 70% increase in autonomous case resolution (62% case resolution with Agentforce), saving Nexo's client care team 2,600 hours of manual work.
Sources
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