Smarsh Deploys AI Customer Service Agents with Salesforce Agentforce to Enhance Financial Services Support

Smarsh Uses Salesforce Agentforce to Boost AI Customer Service in Financial Support

Smarsh, a leader in communications data and intelligence, has integrated Salesforce’s Agentforce to power AI-driven customer service agents within its support teams. Known for its proprietary AI solutions tailored for finance and regulated industries, Smarsh is now applying AI to improve customer support. This move aims to speed up issue resolution, offer smarter self-service options, and increase operational efficiency.

The new AI-enabled experience is currently live on Smarsh Central, Smarsh’s digital support platform, for a select group of customers and partners. Agentforce will soon be rolled out to all users, enhancing support with compliance and security standards trusted by major banks, insurers, and investment firms worldwide.

AI Enhances Customer Service with Measurable Benefits

By combining Agentforce with its existing AI tools, Smarsh expects to achieve significant improvements:

• 20% increase in customer self-service success rates
• 25% faster issue resolution compared to traditional methods
• 30% boost in service representative productivity

For customer support professionals working in financial services and other regulated sectors, these gains mean faster, more accurate, and fully compliant interactions.

Seamless Integration with Existing Support Workflows

Smarsh’s AI solutions work alongside Salesforce’s Service Cloud to reduce repetitive tasks for support agents. This lets agents focus on solving complex customer problems while customers receive quicker and more precise answers. The service experience benefits from Smarsh’s deep compliance expertise, ensuring all interactions meet strict regulatory requirements.

Greg Jacobi, VP & GM of Banking and Lending at Salesforce, highlights how this collaboration empowers customer service teams to manage workloads efficiently while maintaining trust and performance standards essential in regulated industries.

Adding a Human Touch with AI

To make AI interactions more approachable, Smarsh introduced “Archie,” a friendly avatar representing the AI-powered support agents. Archie will appear across Smarsh’s products and digital platforms, offering a consistent and personable point of contact. This helps build trust and strengthens customer relationships through a humanized AI experience.

About Smarsh

Smarsh helps organizations turn oversight into actionable insights by monitoring digital communications for business-critical signals. Its cloud-native solutions support compliance and risk management for top banks, insurers, brokerage firms, investment advisors, and government agencies across North America, Europe, and Asia.

Learn more about Smarsh at smarsh.com.