Archie's four skills

Archie’s four skills, enhanced by the Insights layer, together form a scalable framework for better service. “ Knowledge ” is the central foundation: curated knowledge that supports agents, ensures consistency in customer interactions, and is directly translated into follow-up actions via the Action Center. This allows Archie to remain highly versatile, while every channel and every process operates based on the same reliable information.

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Archie Knows

Knowledge: the foundation of every service interaction

Archie consolidates all service knowledge into a single, centralized, and controlled knowledge base. This ensures that agents always work with the same validated information, and allows Archie to directly support the appropriate follow-up actions from the Action Center. This capability improves the efficiency and quality of customer interactions, while ensuring that information is carefully managed and secured. Give your team the tools to work faster, smarter, and more securely, and offer customers a seamless service where knowledge, answers, and actions flow logically together.

Thanks to advanced vector search technology and AI-driven embeddings, Archie understands not only exact keywords but also the semantic meaning behind a question. Weak search results and outdated articles are filtered out before they influence an answer, while retrieved document snippets are provided with more relevant context.

This ensures that knowledge search remains available and reliable, even as the knowledge base grows or changes.

Information is managed separately so that only customer experts have access to sensitive documents. Customers see only what is relevant to them.

Our built-in COPC quality assurance ensures that all information is always current, accurate and consistent.

Sticky notes display important knowledge articles as digital yellows on your dashboard. The 4-eye principle ensures security by checking new articles before publication.

Connect Archie to Salesforce Knowledge, Atlassian Confluence, Zendesk Guide, or TOPdesk Knowledge Base. Import knowledge once, or keep externally managed articles synchronized and available in read-only mode in Archie.

Check in advance which content will be included. Include categories, translations, images, and attachments, and choose between manual, scheduled, full, or incremental synchronization.

Manage translations of articles, categories, and work instructions by language. Archie clearly distinguishes between manually maintained and automatically generated translations and highlights where translations are missing.

Archie Helps

Agent Assist: your assistant for effective customer interactions

With Archie Agent Assist, your team receives real-time support during customer interactions. Agents can instantly find the right answer, based on Archie’s centralized and curated knowledge base. This helps prevent wasted time, confusion, and inconsistencies across teams. And if a conversation requires follow-up, Archie immediately initiates the appropriate action through the Action Center.

Employees get instant access to the most relevant information so they can help faster and better.

With RAG, Archie bases its responses on selected business information. This makes the results more consistent and easier to verify.

Configure Archie’s multi-step Intelligence Engine for each chat channel and choose which AI model to use for each step. In Expert Mode within QA Pro, you can see which parts of the question, search queries, sources, tools, and work instructions contributed to an answer—and what was excluded. Relevant work instructions are automatically filtered, and for complex requests, Archie can use multiple tools in sequence.

Built-in COPC quality assurance ensures that information is always current and consistent.

With faster and more accurate support, you can improve average handling time (AHT) and increase first-time resolution (FTR). This reduces repeat contact, boosts customer satisfaction, and optimizes performance.

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The intuitive interface makes it easy for employees to find answers and for administrators to keep the module up-to-date.

Archie automatically supports every language. Employees can answer questions in any language with responses that are automatically translated—quickly, efficiently, and without errors.

Process customer emails from a shared inbox where incoming emails, replies, and follow-up questions are consolidated into a single conversation with a single status and a single person assigned to it. Assign conversations, collaborate securely on drafts, and monitor response times, SLAs, and delivery statuses. AI-powered response suggestions, reliability indicators, source references, and translation help employees respond more quickly and in a controlled manner.

Let Archie automatically evaluate voice calls for quality, compliance, and process adherence. Set up scorecards for each queue, customer process, or campaign so that every call is assessed against the appropriate criteria.

Archie identifies compliance violations during the call and immediately alerts agents and supervisors. Critical violations are automatically placed in a separate queue for review and targeted follow-up.

Allow raters to correct individual AI scores and compliance results, including an explanation and evidence from the transcript. Link the evidence directly to the appropriate moment in the recording, and compare Archie’s assessment with that of the rater.

For each customer inquiry, verify whether the employee’s response matches the Archie knowledge base. Review what information was expected, how reliable the sources used are, and what accuracy score the response receives. Incorporate these results into scorecards and compliance rules.

During a conversation, Archie recognizes 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.

Archie Talks

Digital Conversations: Consistent Customer Interactions via Chat and Voice

With Archie’s Digital Conversations capability, you can automate customer interactions via chat and voice, always drawing from the same verified knowledge base. This ensures that customers receive fast, personalized, and consistent responses, regardless of the channel they use. When a conversation requires additional attention, Archie seamlessly transfers the call to an agent or immediately initiates the appropriate follow-up action through the Action Center.

Archie automatically answers common customer questions via chat and voice. Customers receive clear answers quickly, while employees have more time to focus on more complex questions.

Chatbots, voicebots, and customer service representatives all draw from the same verified knowledge base. This ensures consistency across channels and guarantees that customers receive the same reliable answer no matter where they turn.

From within conversations, Archie can take immediate action, such as creating a case, sending a status update, scheduling an appointment, or sending a confirmation.

If a visitor explicitly requests a staff member, Archie stops the normal AI response flow and sends a handoff signal—along with the reason—to the linked chat environment. The handoff can also be triggered automatically after a configurable number of “No Answer” interactions, taking into account temporary availability issues with the knowledge base.

The request and the reason are recorded in the conversation transcript, so the agent can immediately continue with the correct context.

Archie supports customer interactions in multiple languages. Customers can communicate in their own language, while teams continue to work consistently based on the same reliable information.

Archie analyzes customer conversations and identifies trends, sentiment, and recurring questions. This way, conversations are not only resolved but also used to continuously improve service.

Archie can include relevant images from articles in the knowledge database in chatbot responses. This way, customers receive not only text but also visual support that aligns with the information on which the response is based.

Before displaying an answer, Archie checks whether it is sufficiently supported by available knowledge and results from linked tools. If that basis is insufficient, no automatically generated answer is displayed, and the configured “No Answer” handling can be used. Source references are displayed to show what the answer is based on.

Archie Conversations: let Archie communicate directly with your end customers

Archie Acts

Automate Actions: the power of Archie in action

Automation: Archie's powerful Action Center

With Archie, you’ll not only gain valuable insights, but you’ll also be able to immediately automate actions that make a difference for your organization. Our advanced AI technology and powerful Action Center give you the tools to effortlessly turn data into impact.

Automate repetitive tasks and accelerate workflows with intelligent process automation. Archie analyzes incoming requests and routes them directly to the right department or employee, making your team more efficient and helping customers faster. Let AI optimize repetitive processes and save valuable time.

Let AI solve common customer questions instantly and accurately. Archie understands questions and provides real-time answers or solutions, without employee intervention. This reduces the workload on your team and increases customer satisfaction through fast and consistent service.

Let Archie perform customer-specific actions with built-in authentication and explicit confirmation. Customers log in securely when a connected tool requires it and see exactly what action will be performed before confirming. Passwords remain outside of Archie and the AI model, while authentication and confirmation remain visible in the conversation history.

Keeps customers proactively informed with smart, automated follow-ups. Archie analyzes customer interactions and sends timely updates, reminders and follow-ups without manual intervention. Improve customer experience and increase retention with efficient follow-up.

Link effortlessly with your existing software and external systems. Archie integrates with CRMs, ticketing platforms and other business tooling so that data and workflows automatically sync for more efficient operations.

Connect QA Pro, Conversations, and Agent Assist to external tools and systems via MCP. Administrators determine which tools are accessible and can test the connection. Files from Chatbot or QA Pro—such as photos, scans, screenshots, and documents—can be securely transferred to compatible tools.

Archie retains control of the file and shares it via a temporary secure link, while the Action Center indicates which tools support attachments.

Insights

Insights: valuable insights
& continuous improvement

Archie analyzes customer interactions and highlights recurring questions, pain points, and opportunities for improvement. This allows you to see where knowledge is lacking, where processes are stalling, or where customers and teams need additional support.

Archie Insights brings together interaction data, knowledge usage, and quality metrics in a single environment. View KPIs and trends, discover which content helps answer questions, and identify recurring knowledge gaps.

With Ask Archie, you can ask questions about your Insights data in everyday language. This allows you to dig deeper into causes, anomalies, and specific opportunities for improvement.

Identify recurring themes and act proactively.

Understand customer emotions and focus where necessary.

Measure your customer service effectiveness in real time.

Resolve bottlenecks in processes before they become problems.

Find out which knowledge articles actually help answer questions and which content is frequently used, underutilized, outdated, or potentially ineffective.

Archie identifies questions that are either fully or partially unanswered and groups them into recognizable themes. This allows you to see exactly what information is still missing from your knowledge base.

Have Archie draft a concept article based on a single knowledge gap or a complete theme. The concept remains part of the normal editorial process and is never published automatically.

View results separately for Chatbot, QA Pro, Agent Assist, and Knowledge Search. Compare metrics such as usage, answer rates, sentiment, ratings, and quality metrics by time period.

Archie analyzes recurring, action-oriented customer inquiries and groups them into specific automation opportunities. These opportunities are evaluated based on frequency, repeatability, complexity, required data, human review, and risk. Review anonymized sample conversations and determine, based on real customer interactions, where automation can deliver the most value.

Export Insights directly to Excel or CSV. Analyze questions and unanswered questions by agent, compare sentiment and customer ratings by intent, and discover which knowledge articles agents actually select. With the Insights API, you can make this data available in a controlled manner for reporting, BI, and further analysis.

Archie identifies notable anomalies, predicts expected contact volumes, and helps investigate possible causes. This allows you to identify earlier where knowledge, quality, or processes require extra attention.

Compile KPIs, trends, quality metrics, and the most important knowledge gaps into a monthly report. This will give your team a clear overview of performance and specific areas for improvement.

Insights: valuable insights & continuous improvement

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