Nexus Flow InnovationsA multi-agent concierge that takes a customer from a vague gift idea to a specific, bookable experience in the right city, across five countries and more than seventy cities, without adding support headcount.
A global experience-gifting platform operating across five countries and more than seventy cities was fielding a high volume of pre-booking enquiries where product catalogues, pricing and availability differ meaningfully by region. Seasonal spikes routinely outstripped support capacity.
NFI built a multi-agent orchestrated concierge that routes each enquiry by detected region and topic to a specialist, retrieves matching experiences from a large curated knowledge base, and guides the customer toward a booking link.
Something memorable for my parents' anniversary is not a search query, and a generic chatbot could not be trusted to match it to a specific experience in a specific region.
Products, pricing and availability differed across five countries and seventy cities.
A generic assistant either tied up human staff or gave vague answers that customers walked away from.
Peak periods outstripped support capacity, and headcount was not the answer.
An orchestrator reads each enquiry and hands it to a regional specialist or a topic expert trained on the client's highest-volume enquiry categories, each speaking in a locally appropriate tone.
Specialists retrieve matching experiences from a large curated knowledge base using a hybrid semantic-plus-keyword search pipeline, generate qualifying questions, and guide customers toward booking links.
Query generation runs in parallel with retrieval to cut latency on the full response path, long conversations summarise themselves so memory stays coherent, and a multi-model fallback chain keeps the service available when individual providers degrade.
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