Smarsh, the global leader in communications data and intelligence, has announced the integration of Salesforce’s Agentforce to enhance its AI-driven customer service operations. Known for pioneering proprietary AI solutions such as the Intelligent Agent for communications surveillance, Smarsh is now extending its innovation into customer support. By leveraging Agentforce, the company aims to streamline service operations and deliver a faster, more personalized support experience for its worldwide customer base.
The rollout has already begun with an AI-enabled experience on Smarsh Central, the company’s award-winning digital support platform, available initially to select customers and partners. Powered by Agentforce, the new experience will expand to all Smarsh customers in the coming months. The impact is expected to be significant enabling smarter self-service, faster resolutions, and greater efficiency while maintaining the compliance standards trusted by leading banks, insurers, and investment firms worldwide.
“At Smarsh, we innovate AI from the inside out,” said Rohit Khanna, Chief Customer Officer at Smarsh. “Our Intelligent Agent is transforming how compliance and risk teams work. By leveraging Agentforce, we’re innovating the customer service experience, delivering the speed and personalization customers expect, without compromising security, privacy, or compliance.”
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Driving AI Innovation Through Strategic Collaboration
This investment in Agentforce highlights Smarsh’s dual AI strategy: advancing proprietary technologies such as Intelligent Agent and AI Assistant, while collaborating with industry leaders to maximize customer value. The Smarsh Intelligent Agent already empowers compliance teams to detect and act on high-risk communications with unmatched precision. With Agentforce, that same level of intelligent automation is being applied to customer service creating measurable improvements in outcomes.
The company anticipates transformative results, including:
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20% increase in customer self-service success rates
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25% faster issue resolution compared to traditional methods
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30% boost in service representative productivity
For industries such as financial services and government where customer expectations are high and regulatory requirements are uncompromising this advancement ensures every interaction is faster, smarter, and fully compliant.
Enhancing the Smarsh Support Model
By unifying Agentforce with its existing AI-driven workflows, including Salesforce’s Service Cloud, Smarsh enables support teams to dedicate more time to solving complex issues while automating repetitive tasks. This allows customers to access faster, more accurate answers while benefiting from the deep compliance expertise embedded in Smarsh’s solutions.
“Smarsh is a leading force in financial services, committed to helping compliance and risk teams work more efficiently,” said Greg Jacobi, VP & GM, Banking and Lending at Salesforce. “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 make the experience more approachable, Smarsh has also introduced Archie, a friendly avatar designed to personify its new AI-powered support. Archie will appear across Smarsh products and Smarsh Central, serving as a consistent, welcoming point of interaction. This creative touch is aimed at building stronger customer trust and fostering lasting relationships.
