A crypto platform's agent resolved 91,400 chats
Salesforce says Nexo, with 7 million customers in 200+ jurisdictions, uses Agentforce to resolve 62% of cases, handled 91,400 chats and saved 2,600+ hours. Autonomous resolution rose 70%. Vendor-published, from July 2025.
- Agent or tool
- Agentforce
- Topic
- Customer Support
- Reported on
- Case study (Salesforce)
- Added
- 2026-10-29
Why it matters
Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 21 sightings filed under Customer Support on Agent Sightings (number 17 by interest), and one of 2 involving Agentforce.
How you could try it
Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Agentforce or any similar agent and adjust the details to your situation.
Answer questions about accounts, withdrawals and fees around the clock from our help articles, and pass anything involving a dispute to a person.
Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.
Source
Read the original first-hand account on Case study (Salesforce): https://www.salesforce.com/customer-stories/nexo/. Our summary is a paraphrase; details are in the source.
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