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The Intelligent Workflow: Frictionless by Design
This partnership introduces a unified, "AI-First" workflow that ensures no customer is ever left waiting, and no complex problem goes unresolved.
- AI-First Resolution (Powered by Fluents.ai): Every incoming interaction—whether via voice or chat—is greeted by a sophisticated Fluents.ai voice agent. These agents aren't just basic bots; they are capable of handling routine Tier-1 inquiries, gathering data, and performing deep integrations with your existing software for instant authentication and resolution.
- Smart Escalation: Our platform is built with high-fidelity emotional and logic triggers. When the Fluents.ai system recognizes a need for complex problem-solving or a situation requiring high emotional intelligence, it initiates a Smart Escalation.
- Human Expertise (Powered by NexRep): The interaction is seamlessly transferred to a skilled NexRep agent. Unlike traditional transfers, the agent receives the full context and data from the AI interaction. This allows for an empathetic, informed intervention without the customer ever having to repeat themselves.
Why This Partnership Changes the Game
While cost optimization is a natural outcome of this model, our shared mission is centered on elevating the Customer Experience (CX).
- Elevated CX Metrics: By eliminating long hold times and frustrating IVR trees, we help you boost CSAT and NPS scores. Customers get instant answers for simple tasks and high-quality human support for the tough ones.
- The Complete Package: We provide an end-to-end solution. This includes everything from AI model training and fine-tuning to human agent staffing, change management, and day-to-day operational execution.
- Scalability on Demand: Handle unexpected volume spikes with ease. Fluents.ai provides the necessary deflection to maintain service levels during peaks, while NexRep offers a flexible, high-quality human workforce ready to step in when it matters most.
Bringing Our Expertise Together
To deliver this world-class offering, both companies lean into their specialized strengths:
The Technology Backbone: Fluents.ai
Fluents.ai provides the technological foundation of the partnership. We bring our full Voice AI platform stack to your business, delivering specialized expertise in rapid implementation, real-time reporting, and advanced conversational metrics. Our role is to ensure routine interactions are handled with precision, freeing up your human capital for higher-value work.
The Human Touch & Operational Scale: NexRep
NexRep complements the technology with operational excellence. With a robust partner ecosystem (including leaders like Five9) and decades of experience, NexRep excels in change management. They ensure your transition to a hybrid model is smooth and effective, providing the essential human escalation point that delivers empathy and resolution for complex needs.
Ready to transform your customer journey?
We are ready to help you implement a hybrid support model that scales with your business and delights your customers.
From 10 calls a day to 85,000, Fluents scales with you. Automate globally, integrate deeply, and never worry about your call infrastructure again.
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FAQ on the partnership
Here are common questions readers have about the partnership
It means that customers can now add to their voice AI workflow human agents to handle very complex cases.
Contact fluents or nexrep directly to be guided through the onboarding
The partnership is a commercial and technical partnership aiming at providing best in class CX solutions