AI Customer Support Agents That Protect CSAT and Reduce Cost to Serve

Resolve common questions instantly, escalate complex cases with full context, and keep systems in sync. Built and delivered through our global Intelligence Hub of consultants, developers, products and partners.

Customer service teams are under constant pressure, from rising inquiry volumes to stretched response times. It doesn’t matter if it’s a product question, a delivery issue, or a billing concern, your customers want fast, accurate answers.

That’s where AI can help.

NEXA’s AI solution for customer support is designed to handle high volumes of routine questions across websites, messaging platforms, and call centers. Our systems have helped businesses reduce manual support tickets by up to 90% while improving response times and consistency.

 

What the support agent does

Resolve

  • Answers policy, product and order queries with knowledge grounding and optional citations
  • Detects intent, language and sentiment
  • Handles attachments and structured forms where needed

Route

  • Creates tickets with summaries, tags and priority
  • Escalates to humans with full transcript and next-best actions
  • Follows opening hours, SLAs and queues

Follow up

  • Sends updates, returns links and status notifications
  • Collects feedback with CSAT or NPS prompts
  • Suggests knowledge improvements based on unresolved queries

Report

  • Syncs conversations, contacts and outcomes into CRM or service desk
  • Surfaces analytics on deflection, time to first response and resolution time

How it works

Customer Support Assessment

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We dig into the common support issues your team handles and how customers prefer to contact you. This helps us select the right AI channels to match user behavior and reduce unnecessary tickets.

Escalation Flow & Reporting

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AI agents are built to tackle common requests on the spot. However, when a question requires a human response, the agent transfers it, complete with context and chat history. Every interaction is logged for review and continuous improvement.

Staff Enablement & Training

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We train your internal teams to manage, monitor, and refine the system. From agent behavior to update cycles, your staff will have the tools and confidence to support the platform without technical barriers.
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