AI & Automation

AI in NexusLiveHelp is assistive. People remain accountable for customer outcomes.

AI reply assistance

Draft or support replies inside the conversation workflow so agents move faster without sending unreviewed automation by default.

Human + AI collaboration

AI can help with FAQs and first responses; agents take ownership when judgment is required.

Usage-controlled AI Credits

AI consumption is measured in AI Credits so usage can be granted, limited, and reviewed. Credits are a commercial unit — not an unlimited pool.

FAQ / knowledge automation

Answer repeated questions from your knowledge and FAQ content before a conversation needs a specialist.

Workflow automation

Visitor automation and routing help steer conversations. Broader workflow automation continues to expand and is not described here as fully autonomous customer support.

Human handoff

When AI or automation is not enough, the conversation stays in the same workspace for an agent.