At Meraki Labs, we’ve always focused on incubating ventures that push the boundaries of what's possible in emerging sectors. Most large-scale enterprises today rely on custom, rule-based systems designed over decades to manage their workflows. While these systems are advanced, they primarily perform basic pattern recognition and data-based decision-making, often requiring deep human involvement. However, humans are not only prone to error but also come with high operational costs. As business needs evolve, these systems struggle to keep up with the demand for efficiency and flexibility.
Gen AI is changing this landscape by evolving beyond static rule-based systems. It acts as a digital employee, learning and adapting over time. The recent advancements in Large Language Models (LLMs) have demonstrated remarkable abilities to absorb context, solve problems, and generate outputs such as text, code, and images based on simple prompts. These human-like capabilities allow LLMs to handle significant portions of workflows, offering the potential to automate parts of existing systems or even entire workflows. As LLMs continue to evolve over the next few years, their impact on enterprise workflows is expected to grow exponentially.
However, deploying Gen AI in enterprise settings is not without its challenges. One of the primary obstacles is the non-deterministic nature of LLMs. Unlike traditional software systems that offer consistent outputs, LLMs can generate varied responses even when presented with the same query. Additionally, hallucination—where AI generates responses that sound plausible but are factually incorrect—remains a persistent issue. The challenge lies in finding ways to manage this unpredictability. Ensuring reliable, fact-based outputs is essential, especially in critical areas like customer support and sales, where trust is key. Additionally, enterprises rely on legacy systems built and refined over decades, so Gen AI must integrate seamlessly with these existing infrastructures rather than requiring a complete rebuild. Ensuring reliable outputs while working alongside these established systems is crucial for successful AI deployment.
Recognizing these challenges, we set out to develop Nurix, a services company that custom develops solutions with enterprise clients to address the specific challenges they face with Gen AI deployment. Instead of relying on generic platforms, we take a tailored approach, where we dive deep into understanding each client’s workflows and create AI solutions that perfectly fit their use cases. We recognized early on that this would require specialized talent—skills so rare that most enterprises or even traditional service providers struggle to attract or retain them.
At Nurix, we bring together teams of highly specialized AI engineers and domain experts to work directly with our clients. This allows us to design custom AI solutions that not only deliver fast, accurate, and reliable outputs but also integrate seamlessly with existing enterprise systems.
It employs a robust evaluation engine with fact-checking APIs, anomaly detection, and contextual grounding to guarantee that AI-generated responses are not only fast but also accurate and reliable. This real-time validation, cross-referencing trusted data sources, minimizes errors before they reach customers, ensuring high standards of precision and trust.
Additionally, Nurix addresses the challenge of non-deterministic LLM behavior with a strict guardrailing suite and an advanced evaluation platform. These systems ensure high-quality control, catching inconsistencies early and maintaining the accuracy and reliability required for enterprise applications.
To begin with we wanted to specifically focus in areas where AI could have the most immediate and visible impact. It became clear that two primary areas stood out: customer support and sales. Both functions are central to nearly every enterprise, and both involve large volumes of repetitive tasks that AI is well-suited to handle.
By collaborating with design partners in the early stages, we started deploying AI playbooks that automate the most common queries, reduce manual intervention, and optimize agent productivity. With the potential to deliver 10x productivity gains for both sales teams and contact center operators, Nurix aims to create seamless conversational experiences for customers, drastically reducing wait times and enhancing the accuracy of responses.
Looking ahead, we’re committed to ensuring that Nurix aligns with our Responsible AI principles—not only benefiting businesses but also improving the experience for agents and end customers. We believe that Nurix will help set a new standard for AI-driven sales and customer support, representing one of the most significant technological advancements in these areas in the coming years. As we continue to evolve, our platform is poised to drive real, long-term transformation for the industries we serve.
