Salesforce launches Agentforce AI agents for financial services

Salesforce has introduced Agentforce for Financial Services, providing pre-built, role-based AI agents aimed at automating front-office tasks for financial services professionals.

Agentforce is designed to operate autonomously using industry-specific data, workflows, and policies, delivering actions in line with firm standards and regulatory requirements. The solution is offered as part of Salesforce's Financial Services Cloud and aims to support banks, insurers, and wealth managers in scaling personalised engagement while maintaining compliance.

Financial services teams currently spend only 39% of their time on direct client engagement, according to Salesforce, with remaining hours dedicated to administrative work. Agentforce is intended to address this imbalance by automating routine tasks such as preparing for investment reviews, replacing lost credit cards, or providing loan options to clients. By automating such tasks, Salesforce claims that human professionals can dedicate more attention to client relationships.

The press release highlights that Agentforce works in the flow of daily operations, alongside human employees. The system is embedded in Financial Services Cloud, meaning that digital and human workers operate from a unified platform. Each pre-built Agentforce template includes topics that guide behaviour and actions specific to financial services jobs, such as meeting preparation or handling fee reversals. Firms can customise and expand these agents using a declarative, no-code environment to suit their specific operational models and compliance frameworks.

Regulatory compliance is addressed through embedded controls in Agentforce, which enforces internal policies and automatically creates audit trails. This approach is intended to reduce the risk of non-compliance and support audit-readiness by maintaining comprehensive records of all actions taken by the digital workforce.

Several types of agents are included as templates. Financial Advisor and Banker Agents automate client meeting preparation and follow-up, analysing client data to produce agendas and suggest talking points. These agents can also summarise post-meeting notes and update client records, creating tasks and reminders for necessary follow-up actions. Banking and Insurance Service Agents automate routine activities such as balance inquiries, lost card reporting, fee reversals, and insurance quoting, allowing service representatives to focus on more complex requests.

The Digital Loan Officer Agent assists borrowers with loan product discovery by answering questions and gathering details around the clock. This aims to free up loan officers to handle tasks like application review, exception management, and finalising terms. According to Salesforce, automating these initial processes can lead to higher conversion rates and quicker funding times.

Salesforce notes that the financial services industry faces a significant talent challenge, with 50% of the current insurance workforce expected to retire within 15 years and a projected shortage of 100,000 financial advisors by 2034 if productivity does not improve. At the same time, only 21% of consumers are satisfied with the level of personalisation provided by their financial service providers, with 35% saying they feel like just a number.

Eran Agrios, Senior Vice President and General Manager, Financial Services at Salesforce, commented, "AI shouldn't replace the human connection, it should scale it. With Agentforce for Financial Services, financial institutions can tap into digital labour built on a deeply unified platform to help their human teams boost productivity, efficiency, and revenue while still delivering the trusted, personalised experiences their clients expect."

Salesforce has also provided feedback from various customers currently using Agentforce. CaixaBank pointed to benefits for both customers and employees: "At CaixaBank, we'll use Agentforce to streamline internal operations and personalise banking for our customers. As the leading bank in Spain, CaixaBank serves 20.3 million customers and has the largest base of digital customers, nearly 12 million. Agentforce will enable us to provide faster and more accurate responses to customer inquiries. It will also help enhance the employee experience by providing personalised advice, among other functions."

Matt Brasch, Vice President of Digital Operations at Cumberland Mutual, added, "We're using Agentforce to boost productivity across our service operations. The speed and impact of our initial deployment has opened our eyes to what's possible, and we're excited to explore additional use cases to help us streamline things like claims and procurement to drive even more value."

Dimitar Bonev, CRM Director at Nexo, stated, "Agentforce is enhancing our client care operations by autonomously managing routine inquiries, freeing up 400 hours in Q1 for our team to focus on what matters most — supporting clients with more complex needs. This added efficiency has contributed to a 20% increase in chat deflection, with 10,000 additional chats resolved automatically in Q1. With Agentforce, we're not just committed to responsive, high-quality care — it's how we operate."

Lindelani Ramukumba, Managing Executive: Chief Information Officer, Absa Relationship Banking, observed, "With Agentforce, our customers can sleep easy, knowing that if something goes wrong with a transaction, we'll handle it quickly and precisely. Instead of dealing with long wait times or multiple transfers between different departments, Agentforce will empower our service team to resolve pressing customer issues 88% faster, while significantly speeding up the fraud management process through 24/7 agentic support."

Larry Hueber, Co-Founder and Founding Manager, Groupe Hueber Assurances, commented, "Agentforce empowers us to scale personalised client support by significantly reducing administrative burdens for our sales and management teams, allowing them to dedicate more attention to critical client issues."

To address varying business needs, Salesforce has introduced a flexible pricing model for Agentforce. Under this model, Flex Credits allow businesses to pay for actions performed by the digital workforce, and a Flex Agreement enables organisations to shift investments between user licences and digital labour. The company states this approach provides greater control, cost-efficiency, and agility for expanding AI-powered operations across a business.