THE MANAGED AI WORKFORCE
A managed AI workforce built around how your business actually works.
Nexus Virtual Workforce brings together role-based AI agents configured for defined customer-facing and operational responsibilities across phone, messaging, scheduling, follow-up, information capture, and approved workflows—with clear boundaries, escalation rules, and human control.
Organizations that need more than one AI assistant or channel
Teams with repetitive customer communication and coordination work
Businesses that need consistent coverage with governed human handoffs
An AI agent is useful. A coordinated workforce is transformational.
The value does not come from giving an AI access to everything and hoping for the best. It comes from assigning a legitimate role, approved knowledge, specific actions, clear permissions, measurable responsibilities, and a dependable path to a person when judgment or authority is required.
✦ Capabilities ✦
What this product is configured to do.
Voice roles
Answer or place configured calls, collect information, provide approved answers, support scheduling, and trigger defined next actions where the deployment permits.
Conversation roles
Support customer conversations across enabled messaging and web channels using approved knowledge, goals, and response modes.
Scheduling coordination
Offer eligible times, book configured calendars, send confirmations, and support defined reschedule or follow-up paths.
Lead and intake support
Capture structured information, qualify against approved criteria, update records, and route priority opportunities.
Workflow participation
Trigger or support configured workflows that notify people, update records, create tasks, or move an approved process forward.
Knowledge-grounded responses
Use curated business knowledge and instructions rather than improvising policies, prices, promises, or professional advice.
Summaries and documentation
Create configured summaries, transcripts, outcomes, and notifications so people can understand what occurred.
Human handoffs
Escalate, transfer, notify, or schedule a callback when the request falls outside the role, requires judgment, or reaches a defined threshold.
✦ How It Works ✦
A clear path from decision to deployment.
Define the roles
Identify the work, audience, authority, boundaries, and measures for each role.
Connect knowledge and actions
Assign approved knowledge, channels, calendars, fields, workflows, and handoffs.
Test real scenarios
Evaluate routine requests, ambiguity, escalation, edge cases, and failure behavior before launch.
Manage and refine
Review performance, update knowledge, tune workflows, and keep people in control of exceptions and decisions.
✦ How This Fits the Nexus Family ✦
Virtual Workforce is broader than ProLine because it can coordinate multiple roles, channels, and workflows. It can operate on its own or within the Nexus Platform, ServiceWorks, Care, Enterprise, or Nonprofit. ProLine remains the focused Managed Business Line.
✦ Frequently Asked Questions ✦
Common questions about Nexus Virtual Workforce™.
✦ Get Started ✦
Ready to explore Nexus Virtual Workforce™?
Tell us how your organization works. We will help determine whether this is the right fit and what a deployment would look like.