From Startup to AI-Powered Coworking Software Company: The Nexudus Journey
When we first launched Nexudus, we were a small, tightly-knit team wearing multiple hats—from sales to implementation and customer support. In those early days, if a customer had a question, there was a good chance that the person answering it was also the one who had built that particular feature. This hands-on approach meant we possessed intimate knowledge of our product and could deliver highly personalized support.
However, as Nexudus grew, so did the complexity of our operations. What began as an advantage eventually evolved into a challenge: how do you maintain the same level of expertise and personalized support when your team expands?
The Growing Pains of Scaling
As our customer base increased and our operations became more complex, relying on individuals to hold all the knowledge in their heads quickly became unsustainable. We transitioned into a more structured organization, establishing specialized teams. This shift brought much-needed efficiency and expertise—but it also created a significant knowledge-sharing challenge.
With information about product features, use cases, and best practices scattered across different teams, a product update in our coworking software might be well-known to our engineering team but not fully understood by customer support. This knowledge gap threatened the quality of support we prided ourselves on, making it clear that we needed a better system to capture, distribute, and apply our collective knowledge.
Bridging the Knowledge Gap with AI and Automation
To address this challenge, we invested in AI-driven knowledge management. Today, Nexudus leverages a powerful combination of AI agents, a structured knowledge base, a vector database, and continuous feedback loops. This system has been transformative in ensuring our entire team—and ultimately our customers—always has access to accurate, up-to-date information.
How It Works
- AI-Powered Knowledge Base: We centralize all our product documentation, best practices, and common customer issues into one searchable repository. This ensures that whether you’re in support, sales, or engineering, you have instant access to the latest and most accurate information.
- Vector Database for Contextual Search: Rather than relying solely on keyword searches, our vector-based search retrieves relevant information based on context and meaning. This means even if the exact terms aren’t used in a query, the right information can still be surfaced.
- AI Agents to Assist Support Teams: When a support ticket is submitted, our AI system analyzes the request and suggests relevant documentation, previous case resolutions, or internal knowledge to the agent handling the case. This not only speeds up response times but also ensures consistent, high-quality answers.
- Continuous Learning Through Feedback Loops: After every customer interaction, we collect feedback on the solution’s effectiveness. This feedback is instrumental in refining our knowledge base and AI models, enabling us to continually improve our support processes.
Introducing NAI: AI Support Inside Nexudus
One of our most significant innovations has been the development of NAI, our AI-powered support agent embedded directly into the Nexudus administration panel. NAI has revolutionized how our customers interact with our platform by providing immediate assistance and streamlining routine tasks.
With NAI, our customers can:
- Get instant answers to product-related questions by tapping directly into our knowledge base.
- Perform basic actions—such as creating records—without the need to navigate through multiple menus.
- Generate reports using plain English commands, making data insights more accessible than ever.
By embedding AI support directly into our platform, we empower coworking and flexible workspace operators to quickly find the necessary information—eliminating the need to open support tickets, scour through documentation, or wait for assistance.
Empowering Our Customers with AI Assistance
The benefits of our AI-driven approach extend beyond our internal teams. We’ve also integrated these capabilities into our Members Portal and mobile app. This means that flexible workspace operators can now provide their members with AI-powered assistance, too.
Members enjoy the convenience of getting instant answers to common questions regarding their accounts, invoices, bookings, and services—without waiting for human intervention. This not only reduces the workload on workspace staff but also enhances the overall member experience by delivering faster, more accurate responses.
The Future of Knowledge at Nexudus
Our journey from an all-hands-on-deck startup to a structured, AI-enhanced organization has taught us an invaluable lesson: scaling knowledge is just as critical as scaling operations. By leveraging AI, automation, and continuous learning, we’ve established a system where information flows seamlessly across teams, enabling us to support our customers more effectively than ever before.
Innovations like NAI and our AI-driven customer assistance aren’t just about internal improvements—they’re about empowering every coworking operator and member who uses Nexudus to manage their environments more efficiently.
As we continue to evolve, we’re excited to explore even more ways in which AI can enhance our platform. Our commitment is not only to improve our internal processes but also to lead the coworking industry in delivering smarter, faster, and more responsive solutions.
Want to See How AI-Powered Support Can Transform Your Workspace Operations?
If you’re looking to take your coworking space to the next level with AI-powered solutions, we’d love to show you how our innovations can make a difference. Get in touch with us today to learn more about how Nexudus is reshaping the future of coworking management.
By sharing our story and the lessons we’ve learned along the way, we hope to inspire other coworking operators to embrace technology and innovation as they scale their own operations. At Nexudus, we’re not just providing a management platform—we’ve been pioneering the future of coworking software since 2012.
Related stories
How to Make Your Coworking Space More Sustainable in 2025
Sustainability is becoming more and more important for coworking spaces. If you're thinking of making your space more sustainable, it's good to remember that there are lots of ways to go about it. From small details to bigger changes, everything adds up when it comes to reducing your environmental impact.
New in Nexudus: Reduce no-shows & improve team bookings in your coworking space.
Meeting rooms are at the heart of collaboration in coworking spaces. Whether it's a brainstorming session, a client meeting, or a team catch-up, having a simple and efficient way to book and manage meeting rooms makes all the difference. But let’s be honest—there’s always room to improve the experience for your members.
Unlock New Revenue Streams with Our New Virtual Offices Module
The popularity of remote and hybrid working has prompted many organisations to rethink the way they utilise office space. Many have swapped their large, static HQs for more flexible satellite solutions that can accommodate a disparate workforce.
5 Ways to Reduce Noise in Open Offices & Coworking Spaces
Some people like working against a background of noise, while for others it’s their worst work nightmare. The truth is, our relationship with noise depends on our own preferences and the nature of our work.
ViDA Compliance Guide: 8 Essential Steps for Coworking Spaces in the EU
Now that 2025 has arrived, the European Union's VAT in the Digital Age (ViDA) initiative is becoming a key topic for coworking spaces operating in the EU. But don’t panic—ViDA will be introduced gradually, with key changes taking effect from 2028. This major VAT reform aims to modernize tax reporting, combat fraud, and streamline compliance through mandatory e-invoicing and real-time digital VAT reporting for certain transactions.
Harnessing AI to Help Coworking Operators Understand Their Communities Better
After more than twelve years in the coworking industry, we’ve seen the movement evolve at an incredible pace, especially in recent years. Spaces have grown larger, making it harder for operators to truly connect with their communities. At the same time, expectations for higher service standards and increasing competition mean that creating tailored experiences and fostering long-term member engagement is more important than ever.
What Is Workplace Management and Why Does It Matter?
There has always been a need for workplace management – the process of organising and optimising physical spaces, resources, and operations to support people’s needs. But, as 28% of UK working adults were reported to work in a hybrid capacity last autumn (by the Office for National Statistics), the question of ‘why workplace management matters’ is more critical than ever. Let’s look at the workplace management benefits for your operations.
Exploring Coworking Software in 2025: 10 Key Nexudus Features
From automating daily processes to supporting your team in building a thriving community and boosting revenue for your business – coworking technology couldn’t be more impactful for flexible workspace operations. But with so many tools available, selecting the right tech stack for your coworking business can be overwhelming.
10 Award-winning Coworking Space Designs: A Comprehensive Guide
Vibrant, contemporary workspaces create an undeniable ‘wow’ factor. Textured designs and ambient lighting make spaces feel warm and cosy, while natural elements and biophilic design features have literal mood-boosting properties.
Unlock Your Team’s Potential with the New Nexudus Academy
As the coworking industry continues to grow and evolve, so does the Nexudus platform. We always strive to develop new features and enhance existing ones to make your job easier. When new features are introduced, there is a need to learn how to best leverage them for your space.
Community
