The banking and financial services industry in Australia is seeking new methods to enhance both the employee and customer experience, and its members are actively exploring the potential of AI and agentic AI to achieve this goal.<\/p>\n\n\n\n
More than 600 trailblazers attended this week\u2019s Agentforce Financial Services Summit in Sydney<\/a> to learn more about how agentic AI, grounded in industry expertise, is helping everyone from loan brokers to financial advisors drive innovation and improve business productivity, all while empowering them to spend more time with their clients. <\/p>\n\n\n\n Salesforce customers including ANZ Bank, Bendigo Bank and Zurich shared their insights on how they’re approaching business-wide digital transformations, and the importance of keeping the customer experience at the heart of this work. <\/p>\n\n\n\n Why it matters:<\/strong> In an industry built on trust, delivering personal and meaningful experiences is everything. But the day-to-day financial services journey often feels impersonal and frustrating. Customers often wait on hold, repeat their information, and navigate confusing forms and disclosures.<\/p>\n\n\n\n Behind the scenes, advisors, bankers, and insurance brokers spend just 39% of their time <\/a>on direct client engagement, with the rest lost to administrative work. That means fewer moments to connect, fewer opportunities to build loyalty, and more friction in the very relationships that should feel human and trusted.<\/p>\n\n\n\n Customers at Australian banks and financial institutions increasingly believe AI should be helping to make their lives easier \u2014 for example, one in two Australians now expect AI agents to speed up financial transactions<\/a>. <\/p>\n\n\n\n With agentic AI, we have a great opportunity to address business challenges with agents working alongside human employees, scaling capacity and productivity together beyond what has been possible.<\/p>\nEran Agrios, GM and SVP of Financial Services, Salesforce<\/cite><\/blockquote>\n\n\n\n\n