• Presented by Salesforce Smarsh, a global provider of cloud-native, AI-driven solutions that capture, archive, and analyze communications data and intelligence for highly regulated industries, set an ambitious goal: use AI to scale its workforce and increase productivity by 30%. • But its customer service team had already identified the real challenge - customers were navigating a maze of products, documentation, and compliance requirements. • The solution wasn’t just more automation. • It was a single, intelligent entry point into support. • “At the team level we asked ourselves, how can we become a better support organization for our regulated industry customers given that we keep on acquiring companies and have so many products to support?” says Rohit Khanna, Smarsh chief customer officer. • “How do we harness the knowledge we have internally and present that to these customers in a way that makes our teams more efficient, and customer service more effective?” In practice, that meant building an intelligent, human-centric “front door” trained on Smarsh’s proprietary knowledge.

Article Summaries:

  • Smarsh, a cloud‑native provider for regulated industries, launched an AI‑powered support agent called “Archie” to streamline customer service. Using Salesforce’s Agentforce 360 Platform, the company built a single, intelligent front door that lets users describe issues in plain language and directs them to the correct solution, bypassing complex navigation trees. The platform’s unified context and orchestration enable Archie to plan and execute work across systems while maintaining strict compliance. Smarsh expects the initiative to raise self‑service success rates by 20 %, cut resolution times by 25 %, and boost agent productivity by 30 %, achieving a 59 % self‑service adoption rate.

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