Nexo resolves 62% of customer inquiries with Salesforce Agentforce
NexoSalesforce Agentforce · Salesforce Headless 360 platform
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.
Overview
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.
The challenge
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.
The solution
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.
Reported business value
Agentforce autonomously resolves 62% of Nexo's customer cases, saving 2,600 hours of manual work, and hands off unanswerable questions to human reps.
Sources
Open any source and check the claim yourself — that is the point of the register.
This record was researched and written with AI assistance, and its claims were checked against the sources above. (EU AI Act art. 50 transparency notice.)
Other financial services entries in the register.
Navy Federal Transforms Service With AI
Navy Federal Credit Union is reshaping banking for military members by unifying data and leveraging generative and agentic AI on the Databricks Data + AI Platform. By embracing AI-augmented workflows and upskilling teams, Navy Federal delivers customized services while streamlining productivity through responsible change management and data readiness.
Navy Federal Credit UnionDatabricks
Banking Innovator bunq Supports Growth, Strengthens Security Using AWS
bunq, a Dutch neobank with over 11 million users across Europe, uses Amazon Bedrock for several generative AI use cases including summarizing new user data with large language models, removing the need for agents to process onboarding documents manually. Using Amazon Bedrock, bunq tripled user support process efficiency while maintaining over 90 percent accuracy. Sensitive data stays within bunq's AWS virtual private cloud, supporting GDPR and PCI DSS compliance alongside tools such as AWS CloudHSM, AWS Security Hub and AWS KMS.
bunq· NetherlandsAmazon Bedrock · AWS CloudHSM · AWS Security Hub +1TBC Bank Operationalizes Trusted Data with Lakebase
TBC Bank, the largest banking group in the Caucasus region, built a Lakehouse on Databricks and adopted Lakebase and Databricks Apps to move from on-premises SQL Server instances and month-long reporting cycles to self-service analytics and AI-driven applications, including a web-based AI chatbot and AutoML-based credit risk scoring. Credit risk model deployment fell from 14 weeks to two days, and more than 600 users regularly query governed data through Genie.
TBC Bank· GeorgiaDatabricks Platform · Lakebase · Databricks Apps +4Worldline enables real-time insights for smarter merchant decisions with Databricks
European payment processor Worldline consolidated data from multiple acquisitions onto a Databricks medallion architecture with Delta Lake and Unity Catalog to unify over 50 billion annual transactions, reducing infrastructure costs by €200,000 per month, lifting team productivity 40%, and increasing scheme reporting speed 93%.
Was this helpful?
Your feedback helps us improve our use case database