Smarsh's AI Agent Archie Achieves 72% Self-Service Deflection Rate
Smarsh, a global leader in communications data and intelligence, has achieved significant success with its AI-powered customer support agent, Archie. Launched last year on Salesforce's Agentforce platform, Archie has surpassed company benchmarks by achieving a 72% self-service deflection rate and a 2.6 out of 3 resolution confidence score.
In the second quarter of 2026, more than seven in ten customer sessions were resolved without requiring human support, with Archie earning a 2.6 out of 3 resolution confidence score. This success has validated how agentic AI can improve customer experiences and operational efficiency while supporting the trust, governance, security, and compliance requirements of highly regulated industries.
Smarsh is extending this model beyond customer service by applying it to internal workflows. Emmy, the company's second AI agent built on Agentforce, brings instant account snapshots and AI-assisted resolution guidance at case closure. The results from Archie have set a foundation for future innovation as Smarsh enters the second year of its Agentforce deployment.