NEXA: An Intelligent Conversational Framework for Automated Customer Support System

Abstract

Customer support is a critical component of modern digital businesses, where rapid response, personalization, and scalability are essential. Traditional support systems often struggle with high operational costs, limited scalability, and inconsistent user experience. This paper presents Nexa, a modern AI-powered customer support platform developed as a multi-tenant B2B SaaS solution integrating AI chatbots, voice assistants, real-time dashboards, and subscription-based access control. Nexa leverages a monorepo architecture using Turbo Repo, Next.js, Convex, Clerk, and Vapi, enabling seamless real-time communication and AI-driven automation. The platform supports multi-modal conversations through chat and voice, dynamic knowledge base creation via embeddings, and secure per-organization API key management using AWS Secrets Manager. Experimental deployment demonstrates that Nexa significantly improves response efficiency, operational scalability, and system reliability, making it suitable for real-world enterprise customer support applications.