AI-driven communication compliance company Smarsh’s approach to AI is twofold: it builds proprietary AI technology for regulated industries while also outsourcing its AI-driven customer service capabilities. 

Smarsh offers AI-driven platforms that monitor, collect, manage and analyze communication data within regulated industries, including financial services, Chief Customer Officer Rohit Khanna told FinAi News.  

For example, company built its Intelligent Agent in-house, a solution that helps reduce the workloads of supervision and surveillance reviewers by 50% or more, according to Smarsh. 

Northstar Financial, Searcy Financial, Point West Credit Union and Forum Financial are among Smarsh’s financial institution clients, according to the Portland, Ore.-based company. 

While Smarsh builds proprietary AI solutions in-house, it outsourced its AI for customer service solutions, Khanna said. In fact, Smarsh has deployed Salesforce’s AI-driven customer service agent, Agentforce, to better serve its clients. 

Bank of America, Truist and Wells Fargo have all been looking to AI to service customers through call center applications and chatbots. Now banks themselves can expect that same level of AI-driven customer service from their vendors.  

Since deploying the service agent in the second quarter, the company has reported these efficiencies: 

• Just three of 10 conversations are handed off to a human; 

• Deflection success rate, percentage of customer issues resolved through self service, is a 63.8%; and 

• Only 7% of interactions are abandoned. 

While the technology already enhances Smarsh’s customer service, the tech provider is planning improvements, Khanna said. 

While it takes around 3.3 minutes to resolve queries now, the goal is to get to between 90 seconds and 2 minutes, Khanna said. Additionally, Smarsh plans to add sentiment analysis to the agent in Q4.  

“We want to understand if [the agent] is using the right language,” he said.  

Agentforce in financial services

Salesforce launched Agentforce for financial services in May. 

The agents are pre-built, Greg Jacobi, vice president and general manager of banking and lending at Salesforce, told FinAi News, noting six different agents are available: 

• A banking service agent; 

• A compliance agent; 

• An insurance policy agent; 

• A wealth adviser agent; 

• A relationship manager agent; and 

• A loan product assistant. 

“Our job is to deliver you this amazing coworker,” Jacobi said. 

Along with Smarsh, financial institutions that have deployed Agentforce include CaixaBank and Absa Group, according to Salesforce. 

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