Archie Knows
Makes knowledge immediately usable by bringing together information, process descriptions, and work instructions.
What is Archie?
What is Archie?
Archie is your AI platform for optimal customer service. It brings together knowledge, agent assist, digital conversations, automation, and insights in a single platform.
From the right answer to the right action, Archie makes AI practical for customer service teams and helps organizations deliver faster, more consistent, and smarter service.
Archie is your AI platform for customer service teams that want to work faster, more consistently, and more intelligently. It’s not just a standalone chatbot or a generic AI assistant—it’s a solution that brings together knowledge, agent support, conversations, and automation.
The driving force behind better service
Customer service teams are dealing with growing contact volumes, fragmented knowledge, complex systems, high customer expectations, and increasing pressure on agents. AI can help, but only when it operates based on reliable information, integrates with existing workflows, and aligns with the way service organizations operate on a daily basis.
Archie helps organizations turn company- knowledge s into fast and consistent responses, provide real-time support to agents, automate customer conversations, initiate follow-up actions, and identify recurring service patterns.
As a result, AI becomes not just a technology project, but a practical way to systematically improve customer service.
Archie connects the knowledge that teams rely on, the conversations customers have, and the workflows that keep the organization running.
Archie is an AI-driven knowledge , and service platform
Archie helps organizations provide fast, consistent, and policy-compliant responses via chat, voice, email, social media, and other customer service touchpoints.
At the same time, Archie supports employees with relevant context, suggested answers, guidance on the next best action, translation support, and quality support. This makes Archie not only a customer contact solution, but also a digital assistant for agents and service organizations.
Archie can support agents, handle inquiries independently when appropriate, recognize intent, and initiate controlled processes with human-in-the-loop intervention when necessary.
Flexible open platform
Archie can connect to existing CRM, CCaaS, back-office, and business systems via API integrations.
Human Handover
When human support is needed, Archie can facilitate a smooth handoff with the appropriate context.
Human-in-the-loop
Teams maintain control over complex questions, exceptions, sensitive cases, and process initiation.
RAG technology
Archie can base AI responses on reliable company- knowledge, making responses more consistent and easier to verify.
Intent Recognition
Archie can analyze customer questions and conversations to identify intent, ensuring that the right information, action, or transfer follows more quickly.
Process Automation
Archie can help initiate follow-up actions, workflows, and service processes through connected systems.
Archie's Four Skills
Archie is built around four core skills: Archie Knows, Archie Helps, Archie Talks, and Archie Acts. Together, these skills form a clear and scalable framework for everything Archie does in customer service.
The Insights layer spans all skills. Insights converts signals from e knowledge s usage, customer conversations, agent actions, workflows, and automation flows into concrete insights. This enables organizations to continuously improve the performance of the platform and their customer service operations.
Archie Helps
Provides agents with real-time support, including context, suggested answers, guidance on the next best action, and quality support.
Archie Talks
Automates customer conversations via chat and voice, with natural interactions and human intervention when necessary.
Archie Acts
Turn decisions into actions by initiating workflows, triggering follow-up steps, and supporting processes.
Insights
Highlights recurring questions, intent, sentiment, friction, performance patterns, and opportunities for improvement.
Archie Knows makes knowledge ready to use right away
knowledge s stands or falls on the reliability of the information. In many organizations, s is scattered across documents, systems, teams, and work instructions. As a result, agents have to search for information, which leads to inconsistent responses and makes it harder to deliver a consistent customer experience.
Archie Knows integrates knowledge from various systems, organizes it, and makes it immediately usable in day-to-day customer service. It brings together information, process descriptions, and work instructions, making verified knowledge easier to find and apply.
This creates a reliable foundation for every interaction. Agents can work faster, AI responses become more consistent, and organizations gain better control over the information used in customer service.
Knowledge Import & Sync
Connect Archie to Salesforce Knowledge, Atlassian Confluence, Zendesk Guide, or TOPdesk Knowledge Base. Choose a one-time import or keep externally managed items synchronized and available in read-only mode in Archie.
Controlled Synchronization
Preview which content will be included. Include categories, translations, images, and attachments, and choose between manual, scheduled, full, or incremental synchronization.
Knowledge in multiple languages
Manage translations of articles, categories, and work instructions by language. Archie distinguishes between manually maintained and automatically generated translations and highlights where translations are missing.
Archie Knows serves as the knowledge foundation upon which agents, customer conversations, automation, and insights can build.
Archie Helps provides real-time support to agents
Agents often have to search for information, switch between tools, and make decisions under time pressure. Archie Helps provides agents with the guidance, context, and quality support they need to work faster, more consistently, and with greater confidence.
Archie Helps includes features such as Agent Assist, Automated Email, Automated QM, Image Recognition, Pre-article Check, Live Translations, and Insights for intent and sentiment.
Agent Assist supports agents during live interactions with suggested answers, relevant context, and guidance on the next best action. Automated Email helps agents process and respond to emails more quickly with drafts, summaries, classification, and response support. Automated QM helps automatically assess conversations for quality, compliance, tone of voice, and process adherence.
In addition, Archie assists with image recognition, pre-publication content checks, and live translations. The result is a more efficient agent workflow, with higher quality, greater consistency, and less manual work behind every customer interaction.
Work Instruction Copilot
During a conversation, Archie recognizes when a work instruction is relevant, actively suggests it, and guides employees step by step. Employees can ask questions along the way and resume an interrupted instruction later.
Comprehensive Quality Monitoring
Configure scorecards by queue, customer process, or campaign and receive real-time compliance alerts. Reviewers can correct AI scores using transcript evidence, while response validation checks whether responses match the Archie knowledge database.
MailGenius
Process customer emails from a well-organized triage inbox. AI-generated response suggestions include confidence indicators and source references, allowing employees to review, translate, edit, and send the response.
Archie Helps provides agents with the right support right when they need it, so they can assist customers faster, more consistently, and with greater confidence.
Archie Talks enables seamless chat and voice calls
Customers expect fast, natural, and relevant responses through the channels they use. Archie Talks automates customer conversations via chat and voice, while ensuring that conversations remain clear, relevant, and feel human.
Archie Talks can support written customer conversations through channels such as WhatsApp, Messenger, Instagram, and web chat. Archie can also handle spoken customer interactions using voicebot capabilities.
It is just as important that Archie recognizes when human support is needed. In that case, Archie facilitates a smooth handover to a human agent with the appropriate context, so that the agent doesn’t have to start from scratch and the customer doesn’t have to repeat their story.
This is how Archie helps organizations scale up customer conversations without compromising on quality, control, or the human touch.
Visual Responses
Chatbot responses can include relevant images from articles in the knowledge database. Archie can also use images from articles and documents to provide additional context.
Intelligence Engine
For complex questions, Archie runs through a multi-step Intelligence Engine that can be configured for each chat channel. Teams choose which AI models to use at each step, filter work instructions by relevance, and can deploy multiple tools in sequence. In Expert Mode within QA Pro, you can see which parts of the question were examined, which search queries were run, and which sources, tools, and work instructions were considered, used, or excluded. Choose from Fast, Balanced, and Verified; in Verified mode, factual claims are cross-checked against the underlying sources.
Sources and No Answer
Where appropriate, display the sources used alongside answers. When insufficient information is available, Archie can display a predefined fallback or a natural response in the user’s language and collect feedback to identify new knowledge gaps.
Archie Talks automates conversations whenever possible and seamlessly transfers them to an agent when human support is needed.
Archie Acts Turns Decisions into Action
Customer service doesn't end when a question is answered. Often, that's when the real work begins. Think of a system change, a follow-up task, a process update, a callback request, a refund request, or another operational step.
Archie Acts bridges the gap between knowing what needs to be done and actually getting it done. Through the Action Center, Archie can initiate workflows, trigger follow-up steps, integrate live data, and help teams complete operational tasks more quickly.
In this way, Archie helps organizations reduce manual work, shorten resolution times, and make the transition from reactive service to streamlined execution.
With MCP integrations, supported Archie applications can use connected external tools in a controlled manner. Administrators determine which tools are accessible and can test connections before they are deployed within customer service.
Archie Acts is where Archie goes beyond advice or conversation. It helps teams move from response to action.
Insights Make Service Improvements Visible
Insights makes everything that happens within the Archie platform clear and actionable. Across all skills, Insights captures signals fr knowledge usage, customer conversations, agent actions, workflows, and automation flows.
Insights can analyze customer conversations based on intent and sentiment. This gives organizations deeper insight into customer interactions, service needs, and the underlying processes.
This helps teams uncover recurring issues, identify frustrations earlier, pinpoint process bottlenecks, and see where knowledge, workflows, or automation can be improved.
As a layer across the entire Archie platform, Insights enhances every skill by transforming daily service activities into smarter decisions and continuous improvement.
Ask Archie
View KPIs, trends, and results by application for Chatbot, QA Pro, Agent Assist, and Knowledge Search. Then ask questions in plain language about your Insights data and dig deeper to identify causes and opportunities for improvement.
Knowledge Effectiveness and Gaps
Discover which content helps answer questions and which content is lacking or outdated. Archie identifies complete and partial knowledge gaps, groups them by topic, and can draft articles that always remain within the normal editorial process.
Anomalies and Reports
Identify notable anomalies, forecast contact volumes, and investigate possible causes. Monthly reports consolidate KPIs, trends, quality, and the most important knowledge gaps.
Insights transforms daily service activities into concrete opportunities for improvement in knowledge, workflows, automation, and the entire customer service operation.
Archie is more than just a chatbot or AI agent
A chatbot focuses primarily on answering customer questions within a conversation. An AI agent can help handle certain interactions independently. Both can be valuable, but customer service requires more than just automation.
Teams also need reliable knowledge, agent support, human handover, process control, integrations, quality assurance, and insights. Archie combines these elements into a single customer service AI platform.
As a result, Archie not only helps customers directly, but also supports agents, processes, and teams. The platform connects conversations with knowledge, actions, and insights, enabling continuous improvement in customer service.
Archie is different from typical AI assistants
General-purpose AI assistants can help individual employees work faster. They are useful for writing, summarizing, searching, and personal productivity.
Archie is different because it was built specifically for customer service teams and the broader service organization. Archie not only helps individual employees, but also strengthens the way customer service operates across the entire organization.
Archie operates through a centrally managed knowledge, supports agents, assists with direct customer contact via chat and voice, connects workflows, and highlights recurring service patterns. As a result, organizations gain better control over their knowledge, calls, and actions within customer service.
Archie is a flexible, open platform
Archie is designed to work seamlessly with the systems that customer service teams already use. As a flexible, open platform, Archie can connect to existing CRM, CCaaS, back-office, and business systems via API integrations.
That flexibility is important because AI only becomes truly valuable when it integrates with existing service processes. Archie helps organizations get started in a practical way, connect AI to real workflows, and scale up step by step.
As a result, organizations don’t have to replace everything at once. Archie can work alongside existing tools and strengthen the service organization through a single, connected AI layer.
Protect personal data and manage access
Archie offers additional features for privacy, authentication, and platform management. This allows organizations to maintain control over the processing of personal data, employee access, and changes published within the platform.
Local PII Masking
Among other things, Archie can locally replace email addresses, phone numbers, social security numbers, IBANs, and other personal data with temporary tokens before text is sent to an AI provider. The original values can be restored locally; the temporary token mapping is not stored or logged. This feature is configurable per Archie instance.
Single Sign-On
Let employees log in through their existing identity provider. Archie supports Okta, Microsoft Entra ID, and SAML 2.0, allowing administrators to configure and test the connection directly from the settings.
Management and Monitoring
Test prompt changes before they are published, manage user permissions and scheduled deactivation, and gain insight into AI usage for each service.
Who is Archie for?
Archie is designed for customer service teams and organizations that want to improve service quality, consistency, and efficiency using AI.
Archie is particularly relevant for organizations that want to apply AI in a practical way to their day-to-day service operations, without adding unnecessary complexity.
- Organizations that want to make company knowledge immediately usable.
- Teams that want to support agents with context, suggested answers, and guidance on the next best action.
- Customer service teams that want to use chat, voice, email, and social media channels more effectively.
- Organizations that want to use website chatbot and voicebot capabilities.
- Teams that value human handover and human-in-the-loop approaches.
- Organizations that want to implement intent recognition and process automation.
- Teams that want to initiate follow-up actions and workflows through the Action Center.
- Organizations that want to continuously improve their knowledge, workflows, and automation using insights.
- Teams that want to integrate AI with existing CRM, CCaaS, and back-office systems.
What makes Archie different?
Archie stands out because it connects the entire customer service workflow. Many solutions focus on a single aspect, such as knowledge management, chatbot automation, AI agents, agent assistance, contact center workflows, email automation, quality monitoring, or analytics.
Archie brings these components together on a single platform. Its strength lies in the integration of knowledge, agents, customer conversations, automation, Action Center, and Insights.
In this way, Archie helps teams move from “ knowledge ” to “answers,” from conversations to actions, and from day-to-day service operations to continuous improvement.
Archie is the driving force behind better service.
Read more about Archie
Would you like to learn more about Archie’s capabilities, integrations, governance, and how it differs from other solutions?
Check out the Archie FAQ or compare Archie with other AI customer service solutions.