Navex expands Nira AI assistant into customer support

NAVEX has expanded its AI assistant, Nira, into customer support, adding the tool to its customer-facing support operations.

The new offering, Nira for Support, is available in the NAVEX Community. It is designed to answer product questions, explain features and direct users to relevant support resources. During business hours, customers can connect to live chat. Outside those hours, the tool guides them in creating a support case.

The system supports more than 50 languages, reflecting the international customer base for NAVEX's risk and compliance software. It is intended to reduce the need for customers to search documentation or wait for support teams to become available.

The launch is part of a broader effort to embed AI across the company's compliance and risk products. NAVEX has positioned the strategy around tools built for specific compliance workflows rather than general-purpose AI systems, at a time when businesses and legal teams are closely scrutinising the reliability of AI-generated advice in sensitive areas.

Support focus

Nira, originally introduced as the NAVEX Intelligent Response Agent, is now moving beyond internal product functions into the support experience. NAVEX presented the change as part of a wider effort to make expert assistance easier to access for customers using NAVEX One, its flagship platform.

Support is often one of the first places where customers encounter AI directly. In software markets serving regulated industries, companies face pressure to show that automated responses are based on verified information and established procedures rather than broad internet-trained models that may produce inaccurate or misleading answers.

Steve Chapman, Chief Customer Officer at NAVEX, said the support launch is part of a broader plan for the assistant.

"Nira is becoming the intelligent experience that connects customers with the guidance, insights and expertise they need across the risk and compliance ecosystem," Chapman said.

He linked the support expansion to the company's customer service model.

"Nira for Support extends that vision by making expert assistance faster and easier to access whenever customers need it," Chapman said.

AI in compliance

The launch comes as companies across legal, compliance and human resources test where AI can be used safely in high-stakes processes. General-purpose chatbots have drawn criticism for generating incorrect information or presenting false answers with confidence, creating risks for organisations that need auditable and reliable guidance.

Against that backdrop, suppliers are increasingly drawing a distinction between broad AI assistants and systems trained or constrained around defined datasets and workflows. NAVEX is one of several software groups arguing that narrower use cases, such as support or compliance-related guidance, may offer a more practical route to adoption.

Nira for Support is intended to help customers get answers more quickly while improving continuity between self-service help and human support teams. If the tool cannot resolve an issue, it can route the request to the appropriate team through live chat or case creation.

The support product also sits within a wider roadmap for AI across analytics, reporting, investigations and other workflows. That suggests customer support is not a standalone experiment, but one part of a broader product direction for AI within the NAVEX One platform.

Chapman said the launch is rooted in customer service needs.

"AI delivers the most value when it solves real customer challenges and makes every interaction easier," Chapman said.

"Nira for Support helps customers get the answers and guidance they need faster, while creating a more connected support experience across NAVEX One. That means less time searching for help and more time focused on strengthening their risk and compliance programs," Chapman said.

NAVEX says it is used by 13,000 organisations, including 75 per cent of Fortune 100 and Fortune 500 companies, giving it a sizeable installed base as it introduces AI features into compliance and support workflows.