Smarsh, a leader in communications data and AI, has integrated Salesforce’s Agentforce to deploy AI-driven customer service agents, enhancing support for financial services and regulated industries. This move strengthens Smarsh’s award-winning customer service platform, Smarsh Central, delivering faster resolutions and smarter self-service.
Smarsh deploys Salesforce Agentforce for AI-powered customer support.
Enhances Smarsh Central with faster, compliant service for finance.
Achieves 20% higher self-service success and 25% faster resolutions.
Boosts support agent productivity by 30% with AI automation.
Introduces Archie, an avatar for personalized customer interactions.
Combines Smarsh’s AI expertise with Salesforce’s Agentforce platform.
Smarsh is leveraging Salesforce Agentforce to transform its customer service operations, particularly for financial services and regulated industries. By integrating Agentforce into Smarsh Central, the company enhances its digital support platform, enabling smarter self-service and faster issue resolution. This aligns with Smarsh’s reputation for pioneering AI solutions, such as its Intelligent Agent for communications surveillance, now extending innovation to customer support.
Agentforce enables Smarsh to achieve significant improvements in customer service metrics. The platform delivers a 20% increase in self-service success rates, 25% faster issue resolutions compared to traditional methods, and a 30% boost in service representative productivity. According to Rohit Khanna, Chief Customer Officer at Smarsh, “By leveraging Agentforce, we’re innovating the customer service experience, delivering the speed and personalization customers expect, without compromising security, privacy, or compliance.” These advancements ensure compliance with stringent regulatory requirements while meeting high customer expectations.
Smarsh’s strategy combines its proprietary AI technologies, like the Intelligent Agent and AI Assistant, with strategic partnerships such as Salesforce. This collaboration maximizes customer value by integrating Agentforce with Smarsh’s existing AI-driven workflows in Salesforce Service Cloud. The result is a seamless support experience where agents focus on complex issues while AI handles repetitive tasks. Greg Jacobi, VP & GM, Banking and Lending at Salesforce, noted, “By combining Agentforce and Smarsh’s deep compliance expertise, we’re empowering customer service teams to deploy AI agents that streamline operations and reduce repetitive tasks, all while meeting the trust and performance needs that regulated industries require.”
To enhance customer trust and engagement, Smarsh introduces Archie, a friendly avatar representing its AI-powered support. Archie will appear across Smarsh products and Smarsh Central, providing a consistent and approachable touchpoint. This humanized approach strengthens customer relationships, aligning with Smarsh’s commitment to personalized, compliant service.
Smarsh’s deployment of Agentforce marks a significant step in redefining customer support for regulated industries. By blending AI innovation with compliance expertise, Smarsh ensures faster, smarter, and secure service experiences for its global clientele.
Smarsh enables companies to transform oversight into foresight by surfacing business-critical signals in their digital communications. Regulated organizations of all sizes rely upon the Smarsh portfolio of cloud-native capture, retention, and oversight solutions to identify risks before they become losses, fines, or headlines. Smarsh serves a global client base spanning the top banks in North America, Europe, and Asia, leading brokerage firms, insurers, registered investment advisors, and U.S. federal, state, and local government agencies.
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