Till a few decades ago, financial institutions like banks and mutual funds focused on offering operational efficiency and being profitable and customers depended on these companies for their financial capabilities. However, we are now living in the age of disruptive technology, which has given rise to a variety of cutting-edge products and services, leading to strong competition in the financial ecosystem.
Today, with a number of options to choose from, be it in their banking or investment journeys, consumers are opting for companies which offer the best customer experience, as this is the differentiator that enables financial companies to scale at speed. The new generation customers are not only looking for superb marketing, sales, ecommerce, and service interactions, but also for finance companies which place their customers at the centre of their campaigns and initiatives, from client onboarding and portfolio management to tailored insurance policies.
And while companies are trying to meet these high standards, the widening scope of customer expectations makes this a challenge. A report on Customer Experience in Banking indicates that only 37% of the surveyed companies have a formal customer experience or CX plan in place, highlighting the need for better solutions.
In this evolving scenario, finance companies can scale to their full potential by leveraging future-ready technologies such as artificial intelligence, machine learning, AI agents, Financial Services Cloud, and Marketing Cloud, all of which can be unlocked through Salesforce CRM and Agentforce.
Whether it’s transforming customer onboarding, loan processing, or risk and compliance management, Agentforce is becoming a revolutionary solution for futuristic finance companies.
Enhancing customer experience with Agentforce
Agentforce is Salesforce’s toolkit designed to expand your human customer experience team with the help of a suite of preconfigured AI agents that can enable your organization to work faster, and in a more efficient manner.
With Agentforce, which is more powerful than generative AI, you can also create and customize AI agents to suit your customer experience requirements, in addition to leveraging existing Salesforce data and the Atlas Reasoning Engine which can develop industry-specific data models for finance companies including banks, wealth management companies and insurance providers.
Key capabilities of Agentforce in finance
Optimized customer onboarding experience
Agentforce’s banking agents have the ability to make customer onboarding seamless by facilitating tailored and effective assistance, enabling quicker and smoother experiences. This boosts customer satisfaction while also reducing the account setup time, making it a win-win scenario.
Real-time 24*7 customer service
Agentforce makes 24*7 customer service extremely convenient for your team because it is proactive and intelligent, making the solution capable of taking well-reasoned action on behalf of your team. Indeed, your customers will never feel they are interacting with AI; that is the superpower that Agentforce unlocks for your financial organization.
Effective client portfolio management
In wealth management and banking, a financial advisor agent can review your clients’ investment portfolios and suggest adjustments based on market changes to keep them on track with their long-term goals. For instance, if the market dips, they might recommend shifting to safer investments to lower the risk—providing clients with a personal financial expert 24*7.
Quick and efficient loan processing
With Agentforce’s banking agents, your finance company can leverage predictive analytics to evaluate your customers’ credit score and financial history, offering your team a real-time take on the loan applicant’s eligibility and risk factors. Not only do these agents collect information but they also provide customers with personalized loan offers and instant approvals, making the loan application process quick and easy for your customers.
Faster claims processing in insurance
Insurance claim agents help speed up the claims process by accessing all necessary information in one place. They can quickly review documents, check for any issues, and identify potential fraud—making the whole experience smoother and more efficient for your firm and customers.
Enhancing efficiency across the board
Agentforce seamlessly integrates data, AI, and actionable insights into your firm’s workflow, enhancing both efficiency and effectiveness. There’s no need to develop this solution from scratch—like all Salesforce products, it comes with built-in trust, compliance, and security, meeting the rigorous standards of the financial services industry. With Agentforce, you can simply deploy autonomous agents equipped with the necessary controls to uphold industry regulations. These AI-driven agents help streamline regulatory compliance by automating manual processes, managing documentation, audit trails, and filings—all within a structured governance framework that ensures responsible AI usage.
Summing it all up
As finance companies looking to scale, customer experience should be your first focus area, and with Agentforce, you can now automate it optimally. From customer onboarding and portfolio management to loan and claims processing, Agentforce can do it all. But how can you access this solution? By partnering with the best Salesforce solutions partner in the USA, like Milestone Technologies. As a proven leader in AI-driven digital transformation and an expert in leveraging Agentforce for the finance industry, we are your ideal partner to revolutionize your customer experience team and accelerate your business growth.
