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 officer. "How do we harness the knowledge we have internally and present that to these customers in a way that makes our teams more efficient, and customer service more effective?"

In practice, that ...