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, Nexo isn’t just a digital assets platform — they’re a trusted partner in helping people grow, manage, and protect their wealth. In an industry known for volatility and complexity, Nexo has stood out from the competition since launching in 2018 by leading with technological innovations and providing comprehensive white-glove services.
Behind the scenes, that level of service requires navigating a fast-changing regulatory landscape, protecting sensitive financial data, and delivering quick and accurate support — 24/7. Nexo’s customers reach out from different countries and time zones, making around-the-clock service essential, yet also highly challenging with a live client care team.
Each month, Nexo fields 20,000–25,000 customer inquiries, many of which aren’t simple questions. A customer may ask, for example, how crypto-backed credit will affect their portfolio’s loan-to-value (LTV) ratio. To answer, the client care team needs real-time LTV and portfolio data, plus knowledge of jurisdiction-specific rules, to respond with accurate, trustworthy guidance. This process required Nexo’s team to search multiple databases for each piece of the puzzle, leading to longer times spent on each customer conversation and packed service queues.
Although Salesforce tools likeSales Cloud,Service Cloud, and Salesforce Einstein have helped them keep pace so far, Nexo knew they needed to evolve their service to speed up their growth and expand into new markets without compromising on care or trust. “Being a global company in a rapidly evolving and regulated industry offering complex products and services, and growing more and more, we are always trying to provide top client care service,” said Nikolay Nedev, Nexo’s Salesforce Product Manager.
Agentforce provides 24/7 FAQ support and saves Nexo’s client care team hundreds of hours per month on manual tasks.
Nexo is offering white-glove, around-the-clock service to more customers with Agentforce — the agentic layer of theAgentforce 360 Platform. “In September, we went to Dreamforce and it was a turning point for us,” said Nedev. “We met Salesforce experts. We asked tons of questions. And most importantly, we built our first service agent.”
By the start of 2025, that agent was live across Nexo’s app and website, answering FAQs like “How can I withdraw some of my crypto?” Since launching, Agentforce has resolved 91,400 chats — an increase of 70%. By autonomously responding to these inquiries, Agentforce saved Nexo’s care team 2,600 hours of manual work previously spent answering basic questions. “We’re elevating the client experience – and Agentforce is central to that ambition. Our dedicated Client Care team delivers specialized support 24/7. To help them focus where it counts, we’re harnessing AI to boost autonomous case resolution by 70%, freeing up time for the complex, high-touch inquiries that require a human touch.” said Dimitar Bonev, Nexo’s Director of Customer Relationship Management.
But agent accuracy and performance weren’t Nexo’s only priorities. As a digital assets platform, they’re required to meet strict compliance standards, which can vary across jurisdictions. Agentforce’s guardrails ensure that it only acts on compliant information and data access. For example, if a customer asks a question about a specific transaction, Agentforce hands the conversation off to a client care representative.
Data Cloud grounds every Agentforce response in real-time, trusted knowledge.
To fuel Agentforce’s real-time responses,Data Cloud pulls in information from Salesforce Knowledge, as well as information stored outside Salesforce like LTV ratio tables from the back end of their website through a custom API. Nexo uses Data Cloud to unify, harmonize, and activate structured data like account information in Salesforce, and unstructured data like knowledge articles about industry updates. With this single source of truth, Agentforce can pull the most current information directly from where it lives to ensure every response is accurate and up to date.
Soon, Nexo will increase access to external data sources like their public websites using Data Cloud to keep up with product and market updates. Data Cloud will constantly scrape and process unstructured data from the Nexo website, ensuring Agentforce has the most up-to-date information to act on with even more customer-relevant content.
Nexo will power 360-degree customer experiences with agents, data, and CRM apps on one deeply unified platform.
Looking ahead, Nexo plans to expand Agentforce’s capabilities by connecting it with data from their existing Sales Cloud, product.services, Experience Cloud, and Marketing Cloud environments. Together with Nexo’s external data, which is harmonized by Data Cloud, this comprehensive customer information will equip Agentforce to provide personalized service and account-specific responses. For example, if a customer replies to a message sent from Marketing Cloud, Agentforce can automatically upload that interaction into the customer’s profile — enriching the data available for future support conversations.
To build on this foundation, Nexo is also integrating business intelligence tools into the experience. Their business intelligence team usesTableau to power analytics and create dashboards to visualize their 7 million customers’ data. Now, with Tableau’s agentic analytics, Nexo plans to surface actionable insights and even provide customers with visualizations of their portfolio performance directly in Agentforce chats. They aim to deliver fast, trusted answers in natural language, enable deeper personalization through conversational analytics, and bring intelligent automation to more customers across the business.
