Frequently asked questions
about Archie

Archie is the AI platform for customer service from VANAD Digital, part of VANAD Group. It brings Knowledge, Agent Assist, Digital Conversations, Automation and Insights together in one platform, so customer service teams can work faster, more consistently and more intelligently.

Archie is intended for customer service teams and organisations that want to improve service quality, consistency and efficiency with AI. Archie is especially relevant for teams that want to connect knowledge, conversations, employees, workflows and actions more effectively.

Archie helps organizations make reliable knowledge usable, support employees in real time, automate customer conversations via chat and voice, initiate follow-up actions and make service patterns visible through Insights.

Archie is more than a chatbot. A chatbot mainly focuses on answering customer questions within a conversation. Archie also connects conversations with knowledge, employee support, automation, workflows via the Action Center and Insights.

Archie can support applications with AI agents, but is broader than a standalone platform for AI agents. Archie combines AI automation with Archie Knows, Archie Helps, Archie Talks, Archie Acts and Insights.

Because Archie is built for customer service teams that want to use AI in practical ways in their daily operations. Archie helps not only with answers, but also with employee support, digital conversations, process automation, follow-up actions through Action Center and continuous service improvement.

Archie Knows makes knowledge directly usable. It brings together information, process descriptions and work instructions, so employees and AI can work from reliable and verified knowledge.

Archie Helps supports employees in real time. Think of suggested answers, relevant context, advice on the next step, email automation, Automated QM, Image Recognition, Pre article Check and Live Translations.

Archie Talks enables seamless chat and voice conversations. It automates customer conversations via webchat, WhatsApp and voicebot, with a handover to an employee when necessary.

Archie Acts turns decisions into action. Through Action Center, Archie can initiate workflows, carry out follow-up steps, connect live data and help teams complete operational tasks faster.

Insights brings together interaction data, knowledge usage and quality measurements. Teams review KPIs and trends by channel, see which content contributes to answers, discover missing information and investigate deviations, volume forecasts and possible causes. With Ask Archie, they can ask questions about this in everyday language.

Archie Knows ensures reliable knowledge, Archie Helps supports employees, Archie Talks automates conversations and Archie Acts turns decisions into actions. Insights shows where operations, knowledge, workflows and automation can be improved.

Yes. Archie can support spoken customer interactions through voicebot functionality. When employee support is needed, Archie can facilitate a smooth handover with the right context.

Yes. Archie can support customer conversations via web chat on the website. These conversations can be connected to reliable knowledge and transferred to an employee when necessary.

Yes. Employees can use Archie directly in a 1-to-1 chat in Microsoft Teams. The Teams assistant uses the existing Chatbot or Agent Assist configuration, including its personality, instructions and AI model. Archie can show relevant sources from Knowledge alongside its answers. When using Chatbot settings, it can also analyse images, PDFs and text files. Conversations are included in reporting, Insights and No Answer log analysis, while access is managed through the organisation’s Microsoft Teams environment.

Yes. With MailGenius, customer service teams process customer emails from a shared inbox. Incoming emails, replies and follow-up questions are brought together in one conversation with one status and one responsible person. MailGenius is fully available in German, French, Spanish, Italian and Turkish. Conversations remain unread until someone actually opens them, and completed conversations become active again only through a deliberate reopen action. Improved processing of IMAP, Microsoft 365 and attachments makes the inbox more reliable, while AI reply suggestions, source references and translation help employees respond faster and with control.

Yes. When a customer is logged in through a connected customer portal, Archie can use verified data such as identity, contracts, installations or addresses to better tailor answers to the individual situation. This context is limited to the individual conversation and expires when the customer logs out or the information expires. Archie treats the data exclusively as data, never as an AI instruction, and uses only the information needed to answer the question.

Yes. Archie Talks can support customer conversations via WhatsApp and webchat. Availability depends on the chosen setup and integrations.

Yes. Archie can recognise when employee support is needed and facilitate a smooth handover to an employee with the right context.

Human-in-the-loop means that people remain in control where it matters. This includes complex questions, exceptions, sensitive situations, process approvals or actions that still require human judgment.

Yes. Archie uses RAG technology to base AI answers on reliable knowledge. This makes answers more consistent, easier to verify and better aligned with internal information, policies and processes.

Yes. Archie can analyse customer conversations based on the intent behind questions. This makes it faster to understand what a customer needs and which information, action or handover is appropriate.

Yes. Insights can map customer conversations based on the intent and sentiment of customer questions. This makes recurring needs, friction and opportunities for improvement visible sooner.

With Ask Archie, teams can ask questions in everyday language about their Insights data. This allows them to explore trends, deviations, possible causes and concrete opportunities to improve knowledge and AI performance.

Yes. Archie recognises fully and partially unanswered questions, groups them semantically into recognisable topics in Knowledge and can create a draft article for one unanswered question or an entire topic. The draft always remains part of the regular editorial process.

Yes. Where this is enabled, Archie can include relevant images from articles in Knowledge and show the sources used in the answer. Images can also be included as supporting evidence. Additional controls prevent Archie from freely generating an answer when insufficient knowledge or tool results are available.

Yes. Archie can support service processes by recognising the intent of a question, initiating follow-up actions and starting workflows through the Action Center and connected systems.

The Action Center is the component that takes Archie beyond advice and conversations. It helps turn decisions into action by starting workflows, initiating follow-up steps, connecting live data and supporting operational tasks.

Work Instruction Copilot recognises during a conversation when a work instruction is relevant and actively suggests it, including an explanation of why. Employees go through the instruction step by step, can ask questions along the way and resume later where they left off.

Yes. Automated Quality Monitoring evaluates conversations using configurable scorecards per queue, customer process or campaign. Archie can flag deviations from agreements during conversations and prepare critical cases for review. Reviewers can correct AI scores, substantiate their assessment with transcript evidence and check whether answers correspond with Knowledge in Archie.

Yes. Archie is designed as a flexible open platform that can work with existing CRM, CCaaS, back-office and business systems through API integrations.

Knowledge Import & Sync supports, among others, Salesforce Knowledge, Atlassian Confluence, Zendesk Guide, TOPdesk Knowledge Base and Contentful. Archie can also include category structures, translations, images and attachments. Teams can preview the content and test the configuration before the import starts.

With a one-time import, Archie takes over management of the imported content. With ongoing synchronization, the external knowledge base remains the source of truth. Articles are synchronized and available as read-only content in Archie. Synchronization can run manually or on a schedule, using either a full or incremental update.

Yes. Archie can be connected to CRM systems, depending on the intended application, available APIs and technical setup.

Yes. Archie can work alongside CCaaS platforms and support customer service teams with knowledge, employee support, digital conversations, automation and insights.

Yes. Archie can support back-office processes through integrations, for example when follow-up actions, workflows or operational steps need to be initiated.

No. Archie is specifically designed to work alongside existing systems. Organizations can deploy Archie as a connected AI layer without immediately replacing their entire system landscape.

Yes. Archie is a flexible, open platform that can connect to existing systems and workflows. This allows organizations to get started practically and scale AI step by step within customer service.

Archie helps employees with relevant context, suggested answers, advice on the next step, translations, email support, quality support and insights into customer questions.

Archie makes knowledge immediately usable and surfaces relevant information during customer interactions. This means employees spend less time searching and can arrive at the right answer faster.

Archie works from reliable and verified knowledge. This gives employees and AI the same foundation and reduces the likelihood of inconsistent answers.

Archie reduces manual work by supporting employees with draft answers, summaries, classification, suggested answers, initiating workflows and follow-up actions through the Action Center.

Archie helps handle higher contact volumes by automating customer conversations through chat and voice, supporting employees more quickly and providing insight into recurring questions and patterns.

Archie supports handover to an employee and human-in-the-loop workflows. This keeps employees involved with complex questions, exceptions and situations requiring human judgment.

Salesforce Agentforce is strong within the Salesforce ecosystem. Archie is specifically focused on customer service teams and connects Knowledge, Agent Assist, conversations, automation, Action Center and Insights. Through integrations, Archie can work alongside existing CRM systems.

Zendesk AI is strong for teams that already work within Zendesk. Archie works as an AI layer alongside existing CRM, CCaaS and back-office systems and focuses on the entire service process.

Genesys Cloud CX is strong at organizing contact center processes. Archie focuses on practical AI for customer service: from reliable knowledge to answers, actions and insights.

NICE CXone is powerful for large contact center organizations. Archie is designed for teams that want to use AI for knowledge, employee support, conversations, automation and workflows through the Action Center.

Five9 AI Agents are strong in contact center automation. Archie combines automation with reliable knowledge, Agent Assist, handover to an employee, workflows through the Action Center and Insights.

Talkdesk is strong as an AI-powered contact center platform. Archie works as a flexible AI layer alongside existing systems and focuses on the full service process, from knowledge to answers, actions and insights.

Ada is strong in self-service automation and AI agents. Archie connects employee support, knowledge, follow-up actions, workflows and service insights.

Kore.ai offers broad AI for conversations and process automation. Archie is specifically built for customer service teams and daily service processes.

Freshworks Freddy AI is strong within the Freshworks ecosystem. Through API integrations, Archie can connect to multiple existing systems and bring together knowledge, employees, conversations and actions.

Watermelon is particularly strong as an accessible solution for chatbots and inbox automation. Archie connects chatbot, voicebot, Agent Assist, Knowledge, automation, Action Center and Insights.

CM.com is strong in messaging, AI-powered conversations and customer interaction. Archie connects conversations to reliable knowledge, employee support, process automation and service improvement.

Spotler Engage is strong in social media, messaging and managing customer interactions. Archie focuses on customer service with AI, bringing Knowledge, Agent Assist, Digital Conversations, Automation and Insights together in one platform.

Conversation24 is strong in digital conversations, chat and messaging. Archie connects conversations with knowledge, handover to an employee, workflows through the Action Center and actionable insights.

With Microsoft Copilot, the comparison depends on the application selected. Archie is specifically built for customer service teams and connects knowledge, employee support, customer contact, automation and Insights. Compare which features and integrations align with your service processes.

Parloa excels in AI agents for voice and digital customer service. Archie brings Archie Knows, Helps, Talks, Acts and Insights together in one AI platform for customer service. Compare how knowledge management, employee support, conversations and actions fit your situation.

Archie runs in Microsoft Azure data centers within the European Union. AI processing also takes place within the EU, via Azure OpenAI. Each customer has its own environment with its own server, an isolated network and its own AI service.

No. Archie does not train AI models on your data. The AI retrieves relevant information from your own knowledge and uses it to formulate an answer. Microsoft likewise does not use data processed through Azure OpenAI to train models.

Yes. When answering, employees can see the sources Archie relies on. This allows them to verify the information used.

Archie creates a backup several times a day and retains backups for thirty days. Each month, we test whether an environment can be fully restored. The results of these recovery tests are recorded.

Yes. Contact us at info@archie.cx. More information about hosting, access, privacy and human oversight can be found on the Security, privacy and AI governance page.

Yes. Archie supports translations of articles, categories and work instructions per language. You can see where translations are missing and remain in control of manually maintained and automatically generated translations.

Yes. Archie supports real-time translations and multilingual knowledge. MailGenius is also available in German, French, Spanish, Italian and Turkish. Discuss which application and setup are needed for your desired languages.

Request a price proposal via a conversation with Archie or info@archie.cx. Indicate which teams and applications you want to support and which systems you want to connect. Ask for the proposal to break down licences, any usage fees, implementation and integrations.

First, map out which application you want to launch, which knowledge is available and which integrations are needed. Then ask Archie for a plan covering setup, testing and implementation for your situation. A specific timeline forms part of the agreed plan.

Yes. Archie is relevant for European organizations that want to use AI practically, securely and responsibly within customer service and value control, governance and reliable knowledge.

Yes. Archie can locally replace, among other things, email addresses, telephone numbers, BSNs, IBANs, payment card numbers, addresses, dates of birth, IP addresses, license plates and document numbers with temporary tokens before sending text to an AI provider. The original values can be restored locally, and token mappings are not stored or logged. The feature can be configured per Archie environment.

Yes. Archie supports Okta, Microsoft Entra ID and SAML 2.0 Single Sign-On, among others. Administrators can configure and test the connection from the administration environment. With Entra ID, automatic role synchronization can also be configured.

Archie helps organizations bring together knowledge from different systems, structure it and make it easy to use. This creates a reliable foundation for employees, AI answers, conversations and automation.

Archie can base answers on verified knowledge, process descriptions and work instructions. This enables answers to align more closely with internal guidelines, policies and service processes.

Archie supports a quality process for knowledge and feedback. This enables teams to use recurring questions, missing information and opportunities for improvement to continuously improve their knowledge.

No. Draft articles that Archie creates based on missing information remain part of the regular editorial process. An employee reviews and publishes the content. Archie never publishes these drafts automatically.

Administrators can test prompt changes as drafts, compare versions and publish them only afterwards. They can also gain insight into AI usage per service and manage users, including scheduled account deactivation.

Archie makes AI manageable by starting with reliable knowledge, handover to an employee, human-in-the-loop workflows, integrations, quality support and Insights. This keeps AI practical and under the organization’s control.