Trust, Personality and Regulatory Constraints

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Rohit Khanna on AI Agents in Customer Service: How Smarsh Achieved 56% Deflection with Agentforce 360 Platform.

Rohit Khanna, Chief Customer Officer at Smarsh, reveals how AI agents are revolutionizing customer service automation in financial services compliance. In this episode, learn how Smarsh implemented Salesforce Agentforce to achieve 56% deflection rates, 20% productivity gains, and transformed their customer support operations without hiring additional level-one support representatives.

Discover the complete strategy behind deploying AI agents in regulated industries, from building proprietary compliance models to implementing data governance layers that ensure accuracy and regulatory compliance. Rohit shares insider insights on personalizing AI agents (meet "Archie"), managing the transition from chatbots to intelligent agents, and preparing teams for the future of agentic workflows in customer service.

Key Topics Covered:

- AI Agent Implementation

- How Smarsh deployed Agentforce for customer service automation

- Real Results - 56% deflection rate, 20% efficiency gains, 25% faster resolutions

- Financial Services Compliance

- Building AI models for market manipulation, fraud detection, and surveillance

- Data Governance

- Critical frameworks for deploying AI agents in regulated industries

- Personalization Strategy

- Why naming the agent "Archie" dramatically increased adoption

- Future of Work

- From human-in-the-loop to agent-in-the-loop workflows- GenAI vs Purpose-Built Models

- When to use general purpose vs specialized compliance AI models

- Customer Experience

- Balancing automation with trust in financial services

Episode Timestamps:

00:00 - Introduction to Rohit Khanna and Smarsh

02:44 - What is Smarsh? Compliance technology explained

04:13 - Building AI from the inside out: Proprietary vs partnered models

07:33 - Agentforce implementation journey and challenges

12:26 - Results: 56% deflection rate and productivity gains

15:25 - The power of personalization: Why "Archie" matters

18:21 - Trust and data governance in regulated industries

22:11 - Data governance layers and policy management

25:49 - Human-in-the-loop vs agent-in-the-loop

29:10 - Upskilling teams for the AI-powered future

32:11 - Intelligent agents for financial crime detection

About Rohit Khanna:

Rohit Khanna is the Chief Customer Officer at Smarsh, overseeing global customer support, consulting, migrations, managed services, and Smarsh University. With nearly six years at Smarsh, Rohit has led the company's transformation into AI-powered compliance solutions, managing teams across the Philippines, India, Belfast, Costa Rica, UK, and US.

About Smarsh:Smarsh is the leading compliance technology provider for regulated industries, specializing in electronic communications archiving, surveillance, and AI-powered financial crime detection. For 20 years, Smarsh has been the trusted custodian of communications data for major financial institutions worldwide, using proprietary AI models and GenAI agents to detect misconduct, reduce false positives, and ensure regulatory compliance.

Resources Mentioned:- Salesforce Agentforce

- Salesforce Agentforce for Service

- Digital Reasoning (acquired by Smarsh)

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