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Smarsh AI: 72% Self-Service Success!
3 Sep
Summary
- Archie AI agent achieved 72% customer self-service deflection rate.
- Archie's AI responses achieved a 2.6/3 resolution confidence score.
- Internal agent Emmy saves support reps over 7 hours per case.
Smarsh, a leader in communications data for regulated organizations, has successfully implemented AI to improve customer support. Its AI-powered customer support agent, Archie, launched last year, achieved a 72% deflection rate in the second quarter of 2026.
Archie resolved over seven in 10 customer interactions without requiring human assistance, demonstrating significant operational efficiency. The AI also achieved a 2.6 out of 3 resolution confidence score, crucial for maintaining trust in highly regulated sectors.
Rohit Khanna, Chief Customer Officer at Smarsh, highlighted that Archie provides consistent customer experiences and frees up human agents for complex issues. This success has paved the way for scaling AI responsibly across the business.
Smarsh is now expanding its AI initiative with Emmy, an internal workflow agent. Emmy provides support representatives with instant account summaries and AI-assisted guidance, saving them more than seven hours per case. This dual approach reshapes customer engagement and internal processes.
