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.
From the right answer to the right action, Archie makes AI practical for customer service teams and helps organizations deliver service faster, more consistently and more intelligently.
One platform. Four skills.From knowledge to optimal service
01
Archie Knows
The right knowledge, available instantly.
02
Archie Helps
Support for your employees.
03
Archie Talks
Conversations via chat and voice.
04
Archie Acts
From answer to concrete action.
InsightsInsights and opportunities for improvement across all skills.
Connects to your existing CRM, CCaaS and back-office systems.
Reliable knowledge. Supported employees.
Archie in brief
One connected platform
Four skills connect knowledge, employees, conversations and actions. Insights makes opportunities for improvement visible.
Fits into your environment
Work with existing knowledge sources, CRM and CCaaS systems. Reach customers and employees through the channels they use.
Your team stays in control
Hosting and AI processing within the EU. Answers with sources and human oversight where needed.
View all platform details and customer references
Archie is the AI platform for customer service from VANAD Digital, part of VANAD Group. Here’s what you want to know about the platform.
One platform, four skills
Knows, Helps, Talks and Acts connect knowledge, employee support, conversations and actions. Insights makes opportunities for improvement visible.
Channels and applications
Webchat, WhatsApp, voice and email via MailGenius. Employees can also talk to Archie in a 1-to-1 chat in Microsoft Teams.
Connect to existing systems
Connections to CRM, CCaaS and back-office systems via API integrations. Knowledge can be imported or synchronized from existing knowledge sources.
Hosting and AI processing in the EU
Archie runs on Microsoft Azure within the European Union. AI processing via Azure OpenAI also takes place within the EU. Security and privacy.
People remain in control
Answers based on your own knowledge, source references and handover to an employee. Actions with consequences can be configured to require confirmation.
Archie in practice
Jumbo, Simyo and Xenos are among the organizations working with Archie. Its use and results vary by organization. View the customer cases.
From knowledge to optimal service
The power behind optimal service
Scattered knowledge, complex systems and high customer expectations make service work challenging. Archie connects the information, conversations and processes your team works with every day.
Archie is an AI platform for customer service
Employees receive support in the moment. Customers get relevant answers. Follow-up actions and insights build on this.
How Archie connects the service process
Customer service teams face growing contact volumes, scattered knowledge, complex systems, high customer expectations and increasing pressure on employees. AI can help, but only when it works from reliable information, connects to existing work processes and fits the way service organizations operate every day.
Archie helps organizations turn knowledge into fast and consistent answers, support employees in real time, automate customer conversations, initiate follow-up actions and make recurring service patterns visible.
This makes AI not just a technology project, but a practical way to make lasting improvements to customer service.
Archie brings reliable knowledge, employee support, conversations and automation together. This enables customer service teams to work from the same information and move from answer to action more quickly.
Archie connects the knowledge teams rely on, the conversations customers have and the work processes the organization runs on.
Archie helps organizations provide fast and consistent answers in line with your guidelines via web chat, WhatsApp, voice and email.
At the same time, Archie supports employees with relevant context, suggested answers, advice on the next step, translation support and quality support. This makes Archie not only a solution for customer contact, but also a digital assistant for employees and service organizations.
Archie can support employees, handle questions independently where appropriate, recognize the intent behind a question and initiate controlled processes with human-in-the-loop where needed.
Flexible open platformArchie can connect to existing CRM, CCaaS, back-office and business systems through API integrations.
Handover to an employeeWhen support from an employee is needed, Archie can facilitate a smooth handover with the right context.
Human-in-the-loopTeams retain control over complex questions, exceptions, sensitive cases and the initiation of processes.
RAG technologyArchie can base AI answers on reliable knowledge, making answers more consistent and easier to verify.
Understanding the customer's intentArchie can analyze customer questions and conversations to identify their intent, so the right information, action or handover follows more quickly.
Process automationArchie can help initiate follow-up actions, workflows and service processes through connected systems.
Connected serviceIllustration
Reliable knowledge
The same foundation for employees and AI.
01
A suitable answer
Self-service and support for your team.
02
A concrete follow-up action
From customer question to execution.
03
Keep improving with focus
Learn from recurring questions and feedback.
04
Schematic illustration of how Archie works.
Discover what Archie does
Archie's four skills
Choose a skill and see how it helps your team. Every skill works from the same knowledge and connects with the rest of the platform.
01 · Knowledge
Archie Knows makes knowledge immediately useful
Bring information, process descriptions and work instructions together in reliable knowledge. This enables employees and AI to find the information relevant to a question.
Import knowledge from existing sources or keep it up to date through synchronization. This creates a shared foundation for consistent answers.
More about Knowledge and knowledge management
Customer service depends on reliable information. In many organizations, knowledge is scattered across documents, systems, teams and work instructions. As a result, employees have to search, answers become inconsistent and delivering a consistent customer experience becomes more difficult.
Archie Knows connects knowledge from different systems, structures it and makes it directly usable in daily customer service. It brings information, process descriptions and work instructions together, making verified knowledge easier to find and apply.
This creates a reliable foundation for every interaction. Employees can work faster, AI answers become more consistent and organizations gain greater control over the information used in customer service.
Knowledge Import & SyncConnect Archie with Salesforce Knowledge, Atlassian Confluence, Zendesk Guide, TOPdesk Knowledge Base or Contentful. Choose a one-time import or keep externally managed articles synchronized and available as read-only in Archie. With Contentful, you can more precisely determine how referenced content and standalone content are included.
Controlled synchronizationReview which content will be included beforehand. Include categories, translations, images and attachments, and choose manual, scheduled, full or incremental synchronization.
Knowledge in multiple languagesManage translations of articles, categories and work instructions by language. Long articles in Knowledge are translated in smaller sections for a more reliable result. Archie distinguishes between manually maintained and automatically generated translations, gives you control over overwriting manual changes and shows where translations are missing.
Archie Knows forms the foundation of the knowledge on which employees, customer conversations, automation and insights can build.
Relevant information and work instructions in one place.
With source references
Schematic illustration of how Archie works.
02 · Employees
Archie Helps supports employees in real time
Give employees relevant context, suggested answers and help with the next step while they work. This can be done via Agent Assist, Microsoft Teams and MailGenius.
From a live customer conversation to an email: Archie helps with searching, drafting and translating, while your employee remains involved.
Learn more about employee support
Employees often have to search for information, switch between tools and make decisions under time pressure. Archie Helps gives employees the guidance, context and quality support they need to work faster, more consistently and with greater confidence.
Archie Helps supports employees with Agent Assist, Archie in Microsoft Teams and MailGenius. Image recognition, article checks and real-time translations also support their daily work. AQM and Insights provide additional insights into quality, questions and sentiment.
Agent Assist supports employees during live interactions with suggested answers, relevant context and advice on the next step. MailGenius helps employees process emails faster, translate incoming customer emails and draft answers using AI-generated suggested answers and source references. Automated QM helps automatically assess conversations for quality, compliance with agreements and tone.
Archie also helps with image recognition, content checks before publication and real-time translations. Article Pre-Check now performs the same content validations more than three times faster. The result is a stronger way of working for employees, with higher quality, greater consistency and less manual work behind every customer interaction.
Archie in Microsoft TeamsLet employees use Archie directly in a 1-to-1 chat in Microsoft Teams. The Teams assistant uses the existing Chatbot or Agent Assist configuration, displays relevant sources in Knowledge and includes conversations in reports, Insights and analysis in the No Answer log.
Work Instruction CopilotDuring a conversation, Archie recognizes when a work instruction is relevant, actively suggests it and guides employees step by step. They can ask questions along the way and resume an interrupted instruction later.
Advanced quality monitoringConfigure scorecards per queue, customer process or campaign and receive instant notifications when agreements are not met. Reviewers can correct AI scores using transcript evidence, while answer validation checks whether answers match Knowledge in Archie.
MailGeniusProcess customer emails from a shared inbox with clear statuses, responsibilities and SLA monitoring. MailGenius is fully available in German, French, Spanish, Italian and Turkish. More reliable processing of IMAP, Microsoft 365 and attachments helps international teams review, translate, edit and send answers.
Archie Helps gives employees the right support directly in the moment, so they can help customers faster, more consistently and with greater confidence.
Archie HelpsThe right context, a suggested answer and the relevant work instruction.
The employee remains in control
Schematic illustration of how Archie works.
03 · Conversations
Archie Talks enables seamless chat and voice conversations
Answer customer questions via web chat, WhatsApp and voice, based on your own knowledge. This enables you to help customers through the channel that suits them.
Is an employee needed? Archie supports the handover with the conversation context, so the customer does not have to repeat their story.
Learn more about chat, voice and handovers
Customers expect fast, natural and relevant answers through the channels they use. Archie Talks automates customer conversations via chat and voice, while keeping interactions clear, relevant and human.
Archie Talks can support written customer conversations via WhatsApp and webchat. Archie can also handle spoken customer interactions through voicebot functions.
Just as important, Archie recognizes when support from an employee is needed. In that case, Archie supports a smooth handover to an employee with the right context, so the employee does not have to start over and the customer does not have to repeat their story.
This helps organizations scale customer conversations without compromising quality, control or personal contact.
Visual answersChatbot answers can include relevant images from articles in Knowledge. Archie can also use images from articles and documents as additional context.
Verified customer contextWhen a customer is logged in through a connected customer portal, Archie can use verified data such as identity, contracts, installations or addresses to provide more personalized answers. The context remains limited to the individual conversation, expires when the user logs out or the data expires, and is treated exclusively as data.
Intelligence EngineArchie recognizes when a message does not require a search in Knowledge, such as a greeting or thank-you, and responds directly and naturally. For content-related questions, the Tool Selection step determines which connected tools are relevant, preventing unnecessary tool calls and authentication requests. Previously used tools remain available for follow-up questions. In the expert mode of QA Pro, the environment for investigating AI answers, you can see which searches, sources, tools and work instructions were considered, used or excluded.
Sources and No Answer logShow the sources used with answers where desired. When information is missing, Archie can display a configured fallback answer or a natural response in the user's language. The No Answer log provides insight into questions Archie could not answer, so you can supplement missing information.
Archie Talks automates conversations wherever possible and smoothly hands them over to an employee when employee support is needed.
Archie TalksAn answer based on your knowledge, through the customer's channel.
Need an employee?Handover with conversation context.
Schematic illustration of how Archie works.
04 · Actions
Archie Acts turns decisions into action
An answer is often just the beginning. Archie Acts helps ensure that a change, callback request or other follow-up action is actually set in motion.
Through the Action Center and connected systems, you link conversations to actions. Set up human confirmation wherever your process requires it.
More about Action Center
Customer service doesn't stop when a question has been answered. Often, the real work only begins afterwards. Think of a change in a system, 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 happen and actually making it happen. Through the Action Center, the component for carrying out actions, Archie can set workflows in motion, execute follow-up steps, connect live data and help teams carry out operational tasks faster.
This helps organisations reduce manual work, shorten resolution times and move from reactive service to smoother execution.
With MCP integrations, supported Archie applications can make controlled use of connected external tools. Administrators determine which tools are accessible and can test connections before they are deployed within customer service.
Archie Acts is where Archie becomes more than advice or conversation. It helps teams move from answer to action.
From conversation to executionFollowing up on a callback request
1Recognise the requestThe question and context from the conversation.
2Request confirmationWhen your process requires this.
3Start the follow-up actionThrough the Action Center and connected systems.
Schematic illustration of how Archie works.
How the four skills and Insights work together
Archie is built around four skills: Archie Knows, Archie Helps, Archie Talks and Archie Acts. Together, these skills provide a clear and scalable foundation for everything Archie does within customer service.
Across all skills runs the Insights layer. Insights turns signals from the use of knowledge, customer conversations, employee actions, work processes and automated processes into concrete insights. This enables organizations to continuously improve the performance of the platform and the customer service organization.
Makes recurring questions, the intent behind customer questions, sentiment, friction, performance patterns and opportunities for improvement visible.
Learn from every interaction
Insights makes service improvement visible
Which questions keep recurring? Where is knowledge missing? And how do users experience the answers? Insights makes signals from daily service useful.
Connect insights with No Answer log and Feedback to determine precisely what you want to improve.
More about Insights and opportunities for improvement
Insights makes everything that happens within the Archie platform clear and actionable. Across all skills, Insights captures signals from the use of knowledge, customer conversations, employee actions, work processes and automated processes.
Insights can map customer conversations based on the intent and sentiment of customer questions. This gives organisations deeper insight into customer interactions, service needs and the processes behind them.
This helps teams uncover recurring topics, identify frustration earlier, detect process bottlenecks and see where knowledge, work processes or automation can be improved.
As a layer across the entire Archie platform, Insights strengthens every skill by turning daily service activity into smarter decisions and continuous improvement.
Ask ArchieView KPIs, trends and results per application for Chatbot, QA Pro, Agent Assist and Knowledge Search. Then ask questions about your Insights data in everyday language and follow up on causes and opportunities for improvement.
Use of Knowledge and missing informationDiscover which content contributes to answers and which content is falling behind or outdated. Archie recognises questions for which information is fully or partially missing and groups them by topic. Draft articles always remain part of the regular editorial process.
Anomalies and reportsIdentify notable anomalies, forecast contact volumes and investigate possible causes. Monthly reports bring together KPIs, trends, quality and the most important missing information.
Automation DiscoveryHave completed Chatbot, QA Pro and Voice conversations analysed automatically. New automation opportunities can become visible within just a few minutes, enabling teams to respond more quickly to recurring customer questions and operational needs.
Insights turns daily service activity into concrete opportunities to improve knowledge, work processes, automation and the customer service organization as a whole.
A chatbot or AI agent can be valuable for customer conversations. Archie also connects those conversations with knowledge, employee support, follow-up actions and insights.
See how the components work together
A chatbot primarily focuses 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 automation alone.
Teams also need reliable knowledge, employee support, handover to an employee, process control, integrations, quality monitoring and insights. Archie combines these elements in one AI platform for customer service.
As a result, Archie not only helps customers directly, but also supports employees, processes and teams. The platform connects conversations with knowledge, actions and insights, helping teams make lasting improvements to customer service.
Is AI already live in your customer service operation? Take the AI-CX Reality Check.
Built for customer service
Archie is different from general AI assistants
General AI assistants help with individual tasks. Archie focuses on the connections within your service organization: centrally managed knowledge, customer contact and processes.
See the difference in application
General AI assistants can help individual employees work faster. They are useful for writing, summarizing, searching and personal productivity.
Archie is different because it is specifically built for customer service teams and the broader service organization. Archie not only helps individual employees, but also strengthens how customer service operates across the entire organization.
Archie works from centrally managed knowledge, supports employees, helps with direct customer contact via chat and voice, connects work processes and makes recurring service patterns visible. This gives organizations greater control over their knowledge, conversations and actions within customer service.
Connect with what is already there
Archie is a flexible open platform
Archie can work with CRM, CCaaS and back-office systems via API integrations. This means you do not have to replace your existing environment all at once.
Start with a specific application and expand step by step. The setup follows your knowledge sources, systems and service processes.
Learn more about the integrations
Archie is designed to work with the systems customer service teams already use. As a flexible open platform, Archie can connect with existing CRM, CCaaS, back-office and business systems via API integrations.
This flexibility is important because AI only becomes truly valuable when it connects to existing service processes. Archie helps organizations get started in a practical way, connect AI with real workflows and scale up step by step.
As a result, organizations do not need to replace everything at once. Archie can work alongside existing tools and strengthen the service organization from one connected AI layer.
Your environmentIllustration
CRMCCaaSBack office
ArchieKnowledge · Conversations · Actions
Your knowledge sourcesYour channels
Connections based on the available APIs and your setup.
Schematic illustration of how Archie works.
Security as the foundation
Protect personal data and manage access
Maintain control over personal data, access and changes. Archie combines options for masking, single sign-on and management within your own environment.
Learn more about privacy, access and management
Archie offers additional capabilities for privacy, authentication and platform management. This enables organizations to retain control over the processing of personal data, employee access and changes published within the platform.
Local PII maskingArchie can locally replace email addresses, telephone numbers, BSNs, 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 can be configured per Archie environment.
Single Sign-OnLet employees log in through the 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 controlTest prompt changes before publishing them, organize user permissions and scheduled deactivation, and gain insight into AI usage for each service.
Your data. Your control.European hosting · Controlled access
Start with your service challenge
Who is Archie for?
For teams that want to find knowledge faster, better support employees and connect customer questions to concrete actions.
01
Support your team
The right knowledge, context and next step while working.
02
Improve customer contact
Consistent answers and an appropriate handover through your channels.
03
Organize work more efficiently
Connect follow-up actions and learn from recurring service questions.
Explore the applications for your organization
Archie is built for customer service teams and organizations that want to improve service quality, consistency and efficiency with AI.
Archie is particularly relevant for organizations that want to apply AI practically in their daily service operations, without adding unnecessary complexity.
Organizations that want to make knowledge directly usable.
Teams that want to support employees with context, suggested answers and advice on the next step.
Customer service teams that want to use chat, WhatsApp, voice and email more intelligently.
Organizations that want to use a chatbot on their website and voicebot capabilities.
Teams that consider transferring to an employee and human-in-the-loop support important.
Organizations that want to use intent recognition and process automation.
Teams that want to start follow-up actions and workflows through the Action Center.
Organizations that want to continuously improve knowledge, work processes and automation through insights.
Teams that want to connect AI to existing CRM, CCaaS and back-office systems.
The power lies in the connection
What makes Archie different?
Knowledge, employees, conversations and actions reinforce one another. This makes Archie a practical foundation for improving your service as a whole.
Learn more about the Archie approach
Archie connects the entire service process: from knowledge management and employee support to AI conversations, follow-up actions and quality monitoring. This connection helps teams improve service delivery from one platform.
Archie brings these components together in one platform. Its strength lies in the connection between knowledge, employees, customer conversations, automation, Action Center and Insights.
In this way, Archie helps teams move from knowledge to answers, from conversations to actions, and from daily service activity to continuous improvement.
Bring your questions and an example from your day-to-day customer service operations. Together with an Archie expert, explore how knowledge, employees and actions can work together.
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