Experience Financial Services Agents
Learning Objectives
After completing this unit, you’ll be able to:
- Describe how service reps use Banking Service Assistance to streamline banking tasks.
- Explain how customers use Loan Product Assistance to select a loan product.
Agentic Assistance
So far, you’ve learned how Agentforce for Financial Services automates tasks while keeping you compliant. You’ve also learned about the benefits that Agentforce offers financial institutions such as yours. You've explored the included Agentforce templates and how these agents can enhance team productivity.
Now it’s time to see them in action.
In this unit, you explore two examples of Agentforce in action at Cumulus Cloud Bank, a large financial services provider. Cumulus implemented Agentforce starting with the Agentforce templates for Financial Services, and has seen improvements in productivity and client satisfaction. The Cumulus team is happy to work on more challenging, fulfilling work that helps them build relationships with clients, too.
Start by meeting service reps at Cumulus and exploring how they use Agentforce.
Agents and Service Reps
Service reps at Cumulus Bank once struggled to quickly resolve customer issues due to high expectations, complex processes, and multiple systems. Resolving even a simple customer problem was frustrating for both customers and service reps.
For example, when a Cumulus Bank client called support to request a fee reversal on an unexpected overdraft fee, a service rep wasted several minutes toggling through screens and sifting through case history, transaction data, and bank policies. This led to delayed resolutions, frustrated clients listening to hold music, and harried service reps.
However, with the help of an agent built using the Banking Service Assistance template, Cumulus service reps now simply ask the banking service assistant to reverse a customer’s overdraft fee.
Agentforce understands the context and follows the instructions to dynamically plan a resolution.
Based on this plan, the agent invokes the relevant actions. It gets the customer’s financial accounts and retrieves fee transactions from the core banking system. With the service rep's consent, the agent even creates a fee reversal case with all the relevant details.
Each of these steps uses actions in the Agentforce template for Financial Services. These actions are all fully integrated with Financial Services Cloud's data model and features.
This quick resolution leaves the client feeling happy with the service and their choice of bank. The service rep is also pleased with how quickly they fixed the problem. They can now focus on more difficult problems.
Agents and Your Customers
Agents don’t just help your service reps, bankers, and wealth managers work with clients, they can also directly help the clients themselves.
For example, Cumulus built a customer-facing agent using the Loan Product Assistance template to help its clients get direct assistance choosing a loan product.
To use the agent, a potential borrower goes to Cumulus’s website and launches a loan product assistance agent. The borrower asks the agent questions in natural language, such as, “What types of loans do you offer?”. The agent returns a list of available loan types. The borrower then explores options by responding conversationally to the agent.
The borrower can even get details about a specific loan product. For example, they ask the agent about a potential maximum loan amount. The agent asks for the borrower’s intended monthly payment and repayment period, and uses that information to give them an estimate.
If the borrower still wants to learn more about their options, they can ask the agent to compare loan types based on specific parameters.
If the borrower especially cares about a low interest rate, they can ask the agent for a comparison between loan types on that specific attribute.
Now fully informed, the borrower knows which loan product to apply for, what the estimated loan amount is, and how much is the expected monthly payment. Providing this information with Agentforce frees loan officers to focus on later, high-touch interactions with applicants. Plus, when borrowers are fully informed, conversion rates and customer satisfaction increase. It’s a win-win!
Wrap Up
In this badge, you learned about Agentforce for Financial Services, a set of prebuilt, role-based AI solutions that automate key tasks for financial institutions.
You explored how Agentforce works within Financial Services Cloud to automate tasks while staying in line with regulations. You also learned about the different Agentforce templates for Financial Services, including Financial Advisor Assistance, Banking Service Assistance, Loan Product Assistance, and Collections Assistance.
Finally, you followed two examples of how these agents can be used in real-world situations. You saw how a service rep uses a Banking Service Assistance agent to make common banking tasks easier, and how a customer uses a Loan Product Assistance agent to find the appropriate loan product.
Now that you’ve learned the basics, consider how you can apply the Agentforce skills for Financial Services Cloud at your own organization. What efficiencies, customer service improvements, and employee satisfaction gains can you achieve with these AI-powered agents? How can your team work better with help from Agentforce?