The AI Report Live with Liam Lawson

How Smarsh Used Agentforce 360 Platform to Automate 56% of Customer Support

Nov 19, 2025
Guest
Rohit Khanna
Rohit Khanna, Chief Customer Officer at Smarsh, discusses the transformative impact of AI in customer service, particularly through the Agentforce 360 Platform. He reveals how 'Archie,' the personalized AI agent, helped achieve a remarkable 56% deflection rate in customer support without increasing staff. Rohit dives into building proprietary compliance models for financial services, the importance of data governance, and the future where AI agents manage themselves. He also highlights strategies for fostering user trust and the essential shift towards upskilling human employees.
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ANECDOTE

Smarsh’s Origin Story And AI Journey

  • Rohit Khanna describes Smarsh as the custodian of electronic and voice communications for regulated firms, using AI for surveillance and archiving.
  • He recounts building in-house compliance models and adopting GenAI and agents over the past five years to detect misconduct.
INSIGHT

Purpose-Built Models Beat General LLMs For Compliance

  • Rohit argues that purpose-built models outperform general models for domain-specific tasks like financial crime detection.
  • He predicts medium/smaller models will provide richer, less hallucinated responses for compliance use cases.
ANECDOTE

From Dreamforce POC To Production In 3 Months

  • Rohit recounts discovering Salesforce Agentforce at Dreamforce, running a three-month POC and going live in April with Archie.
  • He credits an existing four-year knowledge-base program for accelerating deployment and improving agent learning.
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