How Smarsh built an AI front door for regulated industries — and drove 59% self-service adoption
Presented by Salesforce Smarsh, a global provider of cloud-native, AI-driven solutions that capture, archive, and analyze communications data and intelligence for highly regulated industries, set an ambitious goal: use AI to scale its workforce and increase productivity by 30%. But its customer service team had already identified the real challenge — customers were navigating a maze of products, documentation, and compliance requirements.The solution wasn’t just more automation. It was a single, intelligent entry point into support."At the team level we asked ourselves, how can we become a better support organization for our regulated industry customers given that we keep on acquiring companies and have so many products to support?" says Rohit Khanna, Smarsh chief customer of [...]
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