What is Nexa?

Nexa is Conviva's conversational AI interface, purpose-built to make the full depth of the Conviva Digital Intelligence Platform accessible to every team member — not just data scientists. By accepting natural language questions and returning structured insights drawn from live telemetry, Nexa collapses the gap between a question arising in a meeting and the data needed to answer it.

Rather than requiring users to navigate dashboards, configure filters, or write queries, Nexa processes a plain-English prompt, determines which Conviva data sources and analytical methods are relevant, executes the analysis in real time, and presents a clear, contextualized answer — often with a direct link to the relevant dashboard view for deeper investigation. Nexa operates across both Digital Product Insights (DPI), which covers app and web experiences, and Video Stream Intelligence (VSI), which covers streaming video performance, making it a unified conversational entry point into the entire Conviva platform.

Nexa was introduced as part of Conviva's broader expansion into the agentic era of digital analytics — a strategic direction announced in December 2025 that reimagines how product, marketing, operations, and support teams interact with real-time experience data at scale.

Why Nexa Matters

As digital products grow more complex — spanning multiple platforms, user journeys, and AI agent interactions — the volume of data needed to understand experience quality far outpaces the capacity of traditional analytics workflows. Teams wait hours or days for analyst-curated reports, by which time the insight has lost its operational value. Nexa addresses this directly by putting analytical capability in the hands of the person who needs the answer, at the moment they need it.

How does Nexa remove the analytics bottleneck?

In most organizations, access to behavioral and performance data is mediated by a small team of data analysts who translate business questions into queries, run reports, and communicate results. This creates a structural delay between when a problem is detected and when it is investigated. Nexa eliminates that intermediary step: a product manager, support lead, or marketing analyst can ask Nexa a question directly and receive an answer drawn from the same underlying data — instantly, without a ticket queue.

Why do static dashboards fail to keep up with dynamic digital experiences?

Pre-built dashboards answer questions their designers anticipated. But in rapidly evolving digital environments — where new features ship daily and user behavior shifts in response to real-world events — the most important questions are often the ones no one thought to build a dashboard for. Nexa's natural language interface means any novel question gets a real answer from live data, rather than the closest approximation a static report can provide.

How does Nexa enable faster incident response?

When an anomaly surfaces — a spike in error rates, a drop in checkout conversions, an unusual pattern of rebuffering events — the difference between a 10-minute resolution and a 2-hour investigation often comes down to how quickly the right person can get the right data. Nexa lets support engineers and operations teams ask diagnostic questions in natural language, immediately retrieving user-level timelines, AI Alert summaries, and cohort-level breakdowns that would otherwise require navigating multiple dashboard views.

Core Capabilities

Natural Language Query Processing

Nexa's foundation is its ability to parse plain-English questions and translate them into precise queries against Conviva's telemetry. Users can ask about metrics, time periods, user segments, device types, geographic regions, or specific identifiers without knowing the underlying data schema. Nexa interprets intent, selects the appropriate data source (DPI, VSI, AI Alerts), and executes the query — all in a single conversational exchange.

AI Alerts Integration

Nexa surfaces AI Alert data directly within the conversational interface, giving teams immediate visibility into detected anomalies without leaving the platform. Users can ask questions like "Show me critical alerts from the last 24 hours" or "What open alerts do we have for mobile web?" and receive a structured summary of active issues, ranked by business impact, that would otherwise require navigating to the AI Alerts dashboard manually.

User Timeline and Viewer ID Diagnostics

For individual-level investigation, Nexa supports user-timeline queries for DPI and Viewer ID–based analysis for VSI. A support engineer can ask Nexa to show the full timeline of interactions for a specific user or session, and Nexa will retrieve a consolidated view of experience events — errors, latency spikes, feature interactions, playback failures — and surface a direct link to the User Timeline dashboard for that session. This enables precise, fast diagnosis without manual filtering.

Dashboard Generation and Navigation

In addition to returning inline answers, Nexa can generate dashboard links or navigate users directly to the most relevant view for their question. When a query requires more depth than a conversational response can convey, Nexa provides a link to the appropriate Conviva dashboard — opened in a new tab — so users can drill in further without losing context. A "Try Nexa" entry point is embedded directly in VSI and DPI Trends dashboards, allowing users to move fluidly between visual exploration and conversational investigation.

Visible Thinking State

For complex queries that require multi-step reasoning or large data retrieval, Nexa displays a visible "thinking" indicator to communicate that analysis is in progress. This transparency — borrowed from modern AI reasoning interfaces — reduces uncertainty during processing and helps users calibrate their expectations about response complexity and latency.

Cross-Platform Data Access

Nexa operates across the full Conviva platform, including DPI data for apps and websites, VSI data for streaming video, and AI-generated signals including alerts, root-cause summaries, and behavioral pattern insights. Users do not need to know which module holds the data they're looking for — Nexa routes the query appropriately and returns a unified answer from whichever data source is relevant.

How Nexa Works in Practice

Nexa operates as a conversational layer on top of Conviva's real-time telemetry and analytical engine. When a user submits a natural language prompt, Nexa performs three steps: it interprets the intent of the question, selects and executes the appropriate Conviva query, and formats the result into a human-readable response with inline metrics, summaries, or navigation links as appropriate.

The conversational model means teams can iterate quickly — asking follow-up questions, narrowing the scope to a specific segment, or expanding to a longer time window — without re-navigating the platform for each new query. This makes Nexa particularly effective during live incidents, where the question evolves as new information surfaces.

Key Benefits

Democratized Analytics Access

By removing the technical barrier to querying Conviva data, Nexa extends analytical capability to every team — product, marketing, support, operations — not just those with SQL or BI tool proficiency. When any stakeholder can get a data-backed answer within seconds, the number of decisions informed by real data increases across the organization.

Faster Time-to-Insight

The time between a question and an answer drops from hours (analyst workflow) or minutes (manual dashboard navigation) to seconds. For monitoring and incident response, this compression is operationally significant: a 5-minute head start on a performance degradation can prevent user-visible impact from reaching critical scale.

Reduced Mean Time to Resolution (MTTR)

Nexa's user-level diagnostic capabilities — User Timeline queries for DPI, Viewer ID analysis for VSI — let support engineers pinpoint the exact experience issues for a specific user without manually filtering dashboards. This reduces the number of diagnostic steps required per incident, directly compressing MTTR.

Unified Entry Point Across Conviva Products

Nexa consolidates access to DPI, VSI, and AI Alerts through a single interface. Teams no longer need to know which Conviva product contains the answer to their question — they ask Nexa, and it routes the query appropriately. This reduces cognitive overhead and training burden as teams onboard to the platform.

Continuous Improvement Through AI Learning

Nexa's natural language understanding improves as Conviva expands its training data and refines its query routing. New data sources and analytical capabilities added to the Conviva platform become accessible through Nexa without requiring users to learn new workflows, meaning the value of natural language access compounds over time.

Use Cases

Platform Operations: Real-Time Incident Diagnostics

During high-traffic periods — major product launches, promotional campaigns, peak usage windows — operations teams monitor experience quality across large concurrent user populations. Nexa lets ops engineers ask real-time diagnostic questions without toggling between dashboards: "Show me error rates by device type in the last 15 minutes" or "Are there any open AI Alerts affecting the checkout flow right now?" — enabling faster response to emerging performance issues at the moments that matter most.

E-Commerce: Real-Time Funnel Diagnostics

Product and engineering teams at digital retailers use Nexa to investigate funnel performance without requiring analyst support. A product manager can ask about conversion rates by device type, inquire about error patterns at a specific checkout step, or request a summary of AI Alerts affecting the purchase flow — all in natural language, in real time, while a product decision is being made.

Customer Support: Individual Session Investigation

Support agents handling user complaints can query Nexa for a complete picture of a specific user's experience — their session timeline, the errors they encountered, the performance conditions they were operating under — without escalating to a data team. This enables frontline support to provide faster, more accurate resolutions and reduces the number of complaints that require engineering involvement.

Marketing and Growth: Campaign and Segment Analysis

Growth and marketing teams use Nexa to interrogate behavioral data tied to campaigns and segments without relying on custom reports. Asking "How did conversion rates change for new users acquired through paid social in the last 7 days?" surfaces the relevant DPI metrics instantly — enabling agile optimization of campaigns based on real experience data, not just click-through proxies.

AI Agent Deployments: Monitoring Conversational Experiences

As enterprises deploy AI agents for customer service, sales assistance, and operational automation, Nexa extends its natural language capabilities into this new frontier — enabling teams to query how users are interacting with AI agents, where conversations are abandoning, and which interaction patterns correlate with successful resolutions. This positions Nexa as a meta-layer for AI agent analytics: using natural language to analyze natural language experiences.

Nexa vs. Traditional BI Dashboards

Nexa and traditional BI dashboards (such as those built in Tableau, Looker, or Power BI) serve related but fundamentally different purposes. Dashboards excel at providing structured, visual overviews of pre-defined KPIs for regular reporting. Nexa excels at answering novel, contextual questions in real time — particularly when the question requires multi-dimensional analysis, individual-level investigation, or rapid iteration during an active incident.

Challenges and Considerations

What data quality requirements does Nexa depend on?

Nexa's answers are only as good as the telemetry data flowing into the Conviva platform. Gaps in instrumentation — missing events, inconsistent identifier schemas, delayed data ingestion — will produce incomplete or misleading answers. Organizations should ensure their DPI and VSI implementations have comprehensive, consistent tagging before relying on Nexa for critical operational decisions.

How well does Nexa handle ambiguous or poorly formed questions?

Like all large language model–based interfaces, Nexa performs best with specific, well-scoped questions. Vague prompts ("What's happening with our app?") may produce broad responses that don't surface the specific insight the user needs. Teams benefit from brief onboarding that sets expectations about effective query patterns — specificity around time windows, metrics, and user segments leads to more useful answers.

How do teams verify that Nexa's answers are accurate?

Nexa is designed to surface verifiable insights — it provides links to the underlying Conviva dashboards for users who want to confirm a result or investigate further. Establishing a habit of cross-referencing Nexa answers against dashboard data during initial adoption helps build team confidence in the interface and surfaces edge cases where query interpretation can be improved.

What privacy and data governance considerations apply?

Nexa supports user-level and viewer-level queries, which means it surfaces data about individual sessions and identifiers. Organizations should ensure their Conviva data governance policies — including role-based access controls and data retention settings — are configured appropriately before exposing individual-level diagnostics to broad user populations, particularly in regions subject to GDPR or CCPA.

How do Nexa insights translate into cross-functional action?

Nexa excels at identifying and surfacing insights — but acting on those insights still requires organizational alignment. The most effective Nexa deployments pair the conversational interface with clear workflows for translating findings into tickets, product decisions, or engineering escalations. Integrating Nexa into existing incident response and sprint planning processes ensures that the speed of insight translates into speed of action.

Related Technologies and Concepts

Nexa is the conversational interface layer of the Conviva platform, designed to complement and connect the platform's analytical capabilities. Understanding these related components helps teams get the most from Nexa.

Getting Started with Nexa

1. Ensure your Conviva instrumentation is comprehensive

Nexa's answers depend on the quality and completeness of your DPI and VSI data. Before relying on Nexa for operational decisions, audit your telemetry implementation to confirm that key user journeys, events, and identifiers are consistently captured across platforms and devices.

2. Access Nexa from your Conviva dashboard

Nexa is accessible directly within the Conviva platform. Look for the Nexa interface or the "Try Nexa" entry point embedded in the VSI and DPI Trends dashboards — these contextual entry points allow you to move fluidly from a visual observation to a conversational investigation without losing context.

3. Start with high-value monitoring queries

The fastest way to demonstrate Nexa's value is to use it for a question you'd normally escalate to an analyst. Start with monitoring queries: "Show me active AI Alerts from the last 24 hours," "What's the current error rate on checkout for mobile iOS users?" — questions specific enough to return precise, useful answers.

4. Learn effective query patterns for diagnostics

For user-level investigation, practice Viewer ID and User Timeline queries: "Show me the session timeline for User ID 12345 on March 10th" or "What errors did Viewer ID 67890 experience during the live event?" Specificity — user identifier, time window, product surface — dramatically improves answer quality.

5. Integrate Nexa into incident response workflows

Document Nexa as a standard step in your incident runbooks. When an alert fires or a conversion drop is detected, Nexa should be the first diagnostic tool opened — not a pre-built dashboard. Establishing this habit across the operations and support teams compresses response time systematically.

6. Expand access across teams over time

Once operations and support teams are fluent with Nexa, extend access to product management, marketing, and executive stakeholders. Providing brief onboarding on effective query patterns enables these teams to self-serve data needs that previously required analyst support — multiplying the platform's organizational value.