Case Study: Nexera automates 70% of customer support with KODA

How NEXERA revolutionized customer service with chatbots and voicebots

The customer, Nexera, a fiber optic network operator in Poland, was facing a significant increase in customer inquiries, with over 50% of daily requests concerning network availability or reporting infrastructure damage. This volume was becoming time-consuming for their team to handle manually. The vendor, KODA, utilized its platform to build a multichannel automated solution to address this challenge.

KODA implemented a single bot that could communicate via both phone (voicebot) and web chat (chatbot). This solution integrated with Nexera’s FME database, Salesforce CRM, and external address systems. The bot successfully automated 70% of support requests, handling over 40,000 conversations and 1,000,000 messages, which dramatically reduced the manual workload for Nexera’s team and sped up the process of reporting issues.

Nexera

Paweł Biarda

Chief Operating Officer