Smarsh's AI Agent Archie Delivers Exceptional Customer Support Results on Salesforce's Agentforce

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 was designed to deliver faster and more accurate answers without compromising compliance rigor.

After just one year, Archie has surpassed company benchmarks, achieving a 72% deflection rate and 2.6 out of 3 resolution confidence score in the second quarter of 2026. This means that over seven in ten customer sessions were resolved without requiring human support.

The results demonstrate how agentic AI can improve customer experiences and operational efficiency while supporting trust, governance, security, and compliance requirements in highly regulated industries. Smarsh's Chief Customer Officer, Rohit Khanna, emphasized the importance of Archie's success, stating that '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 complex issues where their knowledge and judgment matter most.'