Smarsh's Archie Achieves Key Deflection Milestones

Smarsh, a communications data and intelligence provider, helps regulated organizations, including many of the world's largest banks, insurers, and government agencies, capture and act on digital communications to stay ahead of risk. As customer support demand grew, Smarsh set out to deliver faster, accurate answers without compromising the compliance rigor on which those organizations depend.

Launched last year, its answer was Archie, an AI-powered customer support agent built on Salesforce's Agentforce. Archie has now achieved a 72 percent deflection rate and 2.6 out of 3 resolution confidence score, surpassing company benchmarks and underscoring the reliability of its AI-generated responses, a critical bar for Smarsh and the regulated organizations it serves. The Resolution Confidence Score is based on manual review of Archie customer sessions, measuring whether responses fully resolved customer questions.

"A year ago, we set out to use AI in a way that would create tangible value for our customers and our teams," said Rohit Khanna, chief customer officer of Smarsh. "The most important result isn't simply that Archie can resolve routine needs faster. It's that our customers can trust us to get a consistent experience while our people have more time to focus on the complex issues where their knowledge and judgment matter most. Those results give us a model we can now scale responsibly across the business."

Since its launch last year, Archie has also moved from an initial customer service use case to an effective model for delivering faster, more efficient support at scale through AI-powered self-service. By connecting intelligent automation with human expertise, Archie illustrates how agentic AI can reshape customer engagement without losing the governance and security customers expect.

Now Smarsh is extending that model beyond customer service. Emmy, the company's second AI agent built on Agentforce, brings the same approach to internal workflows by giving support representatives instant account snapshots, including ownership, status, and case history, plus AI-assisted resolution guidance at case closure.

Launched in late March, Emmy reached a 65 percent adoption rate among support representatives by the end of June, exceeding Smarsh's 50 percent target, with 120 of 185 representatives using Emmy since launch. Additionally, 31 percent of cases have been resolved using AI since launch, surpassing the company's 20 percent target, based on support representatives' reports at case closure.

Smarsh support cases often require extensive troubleshooting, system-log analysis, and engineering escalation, and teams using Emmy saved an average of 7.5 hours per case compared with similar cases handled by the same representatives before AI was introduced. These savings exceeded Smarsh’s five-hour target, creating more capacity to focus on customers with complex support needs.

"Smarsh is a standout example of how Agentforce is helping enterprises scale trusted AI in the way a regulated industry like financial services demands,”" said Greg Beltzer, chief customer officer and senior vice president of Agentforce at Salesforce. "The results from Archie and the early success metrics from Emmy show how Agentforce helps organizations improve service and increase productivity, while meeting the governance financial institutions need as AI becomes more deeply embedded in their operations. We're proud to partner with a company like Smarsh that is leading the way in building enterprise AI that customers and regulators alike can trust."

As Smarsh enters the second year of its Agentforce deployment, the company will continue evaluating new opportunities to apply agentic AI across customer-facing and internal workflows, using the results from Archie and Emmy as a foundation for future innovation.