AI · case study

Outreaq — AI Support for CRM

Operations SaaS

An AI support assistant wired into the CRM that drafts replies, surfaces the right record and answers staff questions with citations.

-65%

support time

AI / LLMNode.jsSpring BootPostgreSQL

01ClientWho are they?02ChallengeWhat was going wrong?03SolutionWhat Nexalinx did

Client

Who are they?

An operations SaaS whose support team was drowning in repetitive questions and slow lookups.

Industry: Operations SaaS
Team: Customer support
Goal: Deflect & speed up

Challenge

What was going wrong?

Agents spent their days answering the same questions and hunting through the CRM for the right record. Response times crept up and the backlog never cleared.

The same questions answered by hand, over and over
Agents digging through the CRM to find the right context
Response times slipping as volume grew

Nexalinx solution

What Nexalinx did about it

We built Outreaq — an AI assistant grounded in the company's own content and wired directly into the CRM, with a human always in the loop.

01
RAG knowledge base
A retrieval layer over the company's docs and records so answers are grounded, not guessed — every one carrying a citation.
02
Drafts & record surfacing
The assistant drafts replies and pulls up the right CRM record automatically, so agents review rather than research.
03
Measured, human-in-the-loop
An evaluation set scoring accuracy at 92%, with agents approving before anything reaches a customer.

The outcome