Get to Know Agentforce for Financial Services
Learning Objectives
After completing this unit, you’ll be able to:
- Explain how Agentforce automates financial services tasks while maintaining compliance.
- Identify the key employee and customer benefits of Agentforce for financial services.
Before You Start
Before you start this module, consider completing this recommended content.
Drive Client Success with AI-Powered Agents
Your success in the financial services industry depends on the trust your clients put in your institution.
Your customers want you to treat them like a person, not just a number. By understanding their financial goals and providing prompt, tailored experiences, you build the trust that encourages clients to invest more of their money with your institution.
That trust, however, takes time to build. As financial services workforces shrink and client demands increase, it’s important to quickly serve each client and free your team from administrative work. You need automation wherever you can get it. And you must do all of this while you unify client data from disparate systems and make sure it’s handled compliantly.
Agentforce for Financial Services is here to help.
Agentforce for Financial Services is a set of prebuilt, role-based AI skills that boosts financial services teams working with Agentforce Financial Services, formerly called Financial Services Cloud. It adds the power of digital labor to automate key employee and customer tasks such as replacing a lost credit card, preparing for an investment review, and surfacing relevant loan options.
For example, in the screenshot here, an agent generates an account summary to help a service rep better understand a financial institution’s relationship with a client.
Use Agentforce for Financial Services’ templates, topics, and actions to build individual agents that aid the flow of your team’s everyday work. These agents can each reason, adapt, and handle specific tasks or jobs.
Agents don’t replace the human connection. Instead, they reduce the administrative and procedural burdens that distract your customers, bankers, service reps, and wealth managers from more valuable tasks. Agents improve client engagement, maintain regulatory compliance, and help your organization build the trust that fosters customer loyalty. In short, Agentforce for Financial Services gives financial professionals more space to focus on what matters most: their clients.
In this module, you learn about Agentforce skills—or prebuilt capabilities and actions—available to your organization and how they work.
Meet Agentforce for Financial Services
Agentforce is the digital labor platform that sits on top of the Salesforce Platform and Data 360. It’s a proactive, conversational AI solution developed to intelligently integrate with your existing apps, data, and business logic. It analyzes and responds to inquiries, then acts with or without human intervention.
Agentforce for Financial Services automates common, time-consuming tasks for customers, service reps, and financial professionals. This automation means that your team spends less time on manual processes and more time deepening the client relationships that drive growth.
For example, Agentforce for Financial Services can answer customer questions quickly or make common processes easier for service reps. This feature reduces customer wait times and call volumes, which leads to faster service and frees service reps to handle more complex cases.
Financial services institutions handle highly sensitive information, so what about customer privacy? Agentforce for Financial Services works within Agentforce’s guardrails, the Trust Layer, and Agentforce Financial Services’s compliance features. These features make sure that agents follow the same rules, approvals, disclosures, and audit trails as service reps.
Sounds great, doesn’t it? Now, explore how it works.
Explore Agentforce Solutions for Financial Services
You can start with Agentforce on its own and build your own custom agents by using the power of the Salesforce Platform.
But by starting with Agentforce for Financial Services, you can use the provided skills to innovate at scale and achieve faster time to value with the best of Salesforce and AI purpose-built for financial services. This starts with the Agentforce skills built to work with Agentforce Financial Services data models and features.
Explore these Agentforce skills briefly. You learn more about them in the next unit.
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Banking Customer Service Assistance helps customers resolve their issues directly across multiple channels.
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Banking Employee Service Assistance helps service reps handle common questions and automates frequent retail banking service tasks.
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Financial Advisor Assistance helps advisors by automating time-consuming administrative tasks for client meeting preparation.
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Banking Relationship Assistance helps relationship managers, advisors, and others by automating key administrative tasks after client meetings.
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Loan Product Assistance helps potential borrowers find loan products that match their needs.
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Collections Assistance helps collection specialists be more productive with generated talking points and payment links.
Each of these Agentforce skills includes prebuilt templates to give you a starting point. These templates include topics to guide agent behavior, and actions that give agents the ability to complete specific financial services jobs. You can customize and expand these templates within Agentforce’s declarative, no-code tools to work with your processes, guardrails, policies, and service models. You can also mix and match prebuilt topics and actions with custom topics and actions in new agents to achieve specific goals for your institution.
For insurance users, the Insurance Service Assistant skill guides reps through common transactions. We don’t cover that skill here, so see Insurance Service Assistance for details.
Now that you understand the basics of Agentforce for Financial Services, it’s time to dive a little deeper. In the next unit, you learn about each of the skills in more detail.