Archie's four skills
Archie’s four skills, enhanced by the Insights layer, together form a scalable framework for better service. Knowledge serves as 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.
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.
Intelligent search functionality
Thanks to advanced vector search technology and AI-driven embeddings, Archie understands and finds not only exact keywords, but also the semantic meaning behind your query. So you always get the most relevant knowledge articles, processes and work instructions, within a few clicks
Controlled access
Information is managed separately so that only customer experts have access to sensitive documents. Customers see only what is relevant to them.
Super fast and reliable
Our built-in COPC quality assurance ensures that all information is always current, accurate and consistent.
Smart features
Sticky notes display important knowledge articles as digital yellows on your dashboard. The 4-eye principle ensures security by checking new articles before publication.
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.
Rapid response
Employees get instant access to the most relevant information so they can help faster and better.
No hallucinations
By using retrieval-augmented generation (RAG), answers are always reliable and accurate.
Super fast feedback loop
Built-in COPC quality assurance ensures that information is always current and consistent.
Improved KPIs
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.
Easy use and management
The intuitive interface makes it easy for employees to find answers and for administrators to keep the module up-to-date.
Bi-directional multilingual
Archie automatically supports every language. Employees can answer questions in any language with responses that are automatically translated—quickly, efficiently, and without errors.
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.
Smart conversations via chat and voice
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.
Answers based on the same knowledge base
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.
Automatic follow-up actions
From within conversations, Archie can take immediate action, such as creating a case, sending a status update, scheduling an appointment, or sending a confirmation.
Human-to-human transmission, when necessary
When a question becomes more complex or requires personal attention, Archie smoothly transfers the conversation to a staff member. This ensures that service remains efficient without losing its human touch.
Personalized service in any language
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.
Valuable insights from conversations
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 Acts
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.
Smart process automation
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.
Automated customer solutions
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.
Real-time follow-ups
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.
Smart integrations
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.
Insights
Insights: valuable insights
& continuous improvement
Archie analyzes customer interactions and highlights recurring questions, pain points, and opportunities for improvement. This helps you identify where knowledge is lacking, where processes are stalling, or where customers and teams need additional support.
Trend Recognition
Identify recurring themes and act proactively.
Sentiment Analysis
Understand customer emotions and focus where necessary.
Performance Improvement
Measure your customer service effectiveness in real time.
Efficiency
Resolve bottlenecks in processes before they become problems.
