Agibank delivers frictionless service and growth with Agentforce.

Expanding access to inclusive banking required a scalable approach to service and sales.

For more than 25 years, Agibank has built a banking model designed around access, proximity, and inclusion. Founded in 1999, the Brazilian bank serves people traditionally overlooked by large financial institutions — retirees, pensioners, and public sector employees. Their approach is to be digital always, in person when needed, and close to where customers are.

“We have more than 1,100 hubs all over Brazil, but we want to make sure our digital services are equally as excellent,” said Akira Vargas Morishita, CX Process and Continuous Improvement Coordinator. “In 5–10 years, the next generation of retirees is going to be digital, so we want to be prepared.”

That preparation is already underway as Agibank plans to expand their customer base by 40% without raising operating costs — a disciplined approach meant to preserve the affordability and personal relationships customers trust.

However, Agibank knew that growth would increase workload for their customer-facing teams. For example, Agibank’s 200 customer service reps already handle more than 350,000 inquiries every month via WhatsApp, most of them routine requests about loan proposals and product information. Agibank knows that every interaction is a chance to reinforce trust, so they needed a way to scale service volume without sacrificing the personal touch customers value.

The sales team faced similar pressures. Marketing campaigns generate strong interest, with leads frequently engaging to ask questions and learn more. Nurturing those conversations and converting interest into action is crucial, and Agibank knew they’d need a way to engage these prospects without expanding headcount.

Agibank saw an opportunity. Handling routine work automatically would free their teams to focus on increasing retention, building deeper relationships, and reaching more people. The path forward wasn’t just about doing more — it was about expanding what already worked and building a foundation that would carry them into the next era of inclusive banking.

Automated answers help customers move forward while reducing service effort.

With routine loan requests automated, Agibank turned their attention to another high-volume challenge: customer FAQs. When customers ask about products, processes, or services, the routing agent transfers them to Agibank’s FAQ agent, which delivers instant support directly within WhatsApp.

With Data 360’s built-in retrieval-augmented generation, the FAQ agent can instantly pull relevant, accurate answers from the unstructured knowledge base of product details, tutorials, and procedures stored in Agentforce Service. This allows the agent to deliver clear, detailed responses in real time, reducing the workload on service reps while keeping customers moving forward.

Agibank’s experience building the loan status agent made it easier to move quickly. The team launched the FAQ agent in just one month, applying the same patterns and best practices. Since November 2025, the agent has helped more than 60,000 customers and averages a 30% deflection rate per month.

“Our principal objective is to reduce effort for customers and provide fast, clear answers through automation, while preserving a welcoming, human tone and not being robotic,” Morishita added.

Next, Agibank plans to build on the chat agent they’ve already created by adding Agentforce Voice so customers who prefer to call will be able to get the same instant, automated support by phone.

Agentforce handles early-stage lead qualification so reps can spend more time selling.

To support customer growth, Agibank is using Agentforce to turn interest into action faster. They built a sales development representative (SDR) agent powered by Agentforce to qualify leads after marketing campaigns, answer questions, and hand off high-intent prospects to sales reps at exactly the right moment.

When a prospect engages with a campaign on WhatsApp or SMS, the SDR agent responds immediately. Because it’s integrated with Agibank’s Agentforce Marketing data, it knows which campaign the person clicked on, which credit offer caught their attention, and what information they’re likely looking for next. Using data from Agibank’s knowledge base, Agentforce answers questions clearly and conversationally, helping prospects understand their options on demand.

When a lead says they’re ready to sign up or wants to speak with a salesperson, Agentforce transfers the conversation to a sales rep along with full context from the interaction using an omni-flow. The rep can see what the customer asked, what they’re interested in, and where they are in the decision process — allowing them to pick up the conversation smoothly and focus on closing the deal.

Over time, Agibank plans to extend the SDR agent’s capabilities even further, eventually enabling it to close certain deals autonomously.

This work is part of a broader shift as Agibank moves toward becoming an Agentic Enterprise. Next up is a retention agent designed to handle objections during portability requests that transfer financial data. The team is also developing a sales agent that can complete end-to-end transactions directly in WhatsApp for low-risk products, as well as a credit card specialist agent dedicated to answering product-specific questions for prospective customers.

“We are in a very good place as we expand the ways we use Agentforce,” said Morishita. “When we started, we had easy problems to solve. The problems we want to solve next are more advanced, but it’s easier for us to build agents to solve those challenges.”

Connected sales, service, and marketing enable fast, personalized engagement.

As Agibank’s teams built confidence using AI agents in service, they became increasingly open to applying agentic and generative AI across more parts of the business. With Agentforce 360 as a shared foundation for engagement, the bank is now bringing industry-leading AI into everyday work — unlocking new levels of efficiency, insight, and scale across service and marketing.

Agentforce Service is the core of Agibank’s customer operations and also serves as the bank’s primary CRM. Every interaction, including WhatsApp conversations, flows through the platform, giving teams a single place to manage cases and track sales status. Built-in generative AI helps service reps respond faster with less manual effort. 

For example, Agentforce Service automatically drafts personalized email and WhatsApp replies using the right customer context, allowing reps to quickly review, edit if needed, and send. Agibank is also piloting AI-generated case summaries that capture key details from each interaction and add them directly to the customer profile, reducing repetitive work and saving valuable time.

Because these capabilities are embedded in the tools teams use every day, AI is a natural part of how work gets done. Nearly 3.6 million large language model calls run each month across Agibank’s Agentforce 360 solutions to complete tasks, reason through requests, and take autonomous action — helping the bank support more customers without increasing operating costs.

On the marketing side, Agentforce Marketing powers targeted SMS and WhatsApp campaigns that reach customers in the channels they use most. Next, Agibank plans to extend Agentforce Marketing into loyalty programs, helping customers get even more value from their banking relationships.

Initially adopted to improve marketing segmentation, Data 360 is evolving into a shared data layer across the organization. Agibank plans to use Data 360 to create a unified customer profile that harmonizes data from across their tech stack, giving service, sales, and marketing teams a more complete view of each customer — and creating more opportunities for Agentforce to drive impact.

“We are continuously looking for ways we can evolve how customers interact with financial services, especially in digital channels,” said Morishita.

That mindset has guided Agibank’s technology strategy since 2018, when the bank chose Salesforce to support their mission. Operating a hybrid model that blends digital banking with a nationwide branch network, Agibank needed a platform flexible enough to deliver consistent, high-quality experiences in every channel — while also meeting the strict security, compliance, and governance requirements of the financial industry. Agentforce Service provides that secure, adaptable foundation, giving branch staff and service teams a single, trusted view of each customer so interactions feel seamless wherever they happen.

As Agibank began automating routine work with Agentforce, that unified foundation became even more critical. Over six months, they worked closely with Salesforce Professional Services to design AI agents, establish governance, and put the right guardrails in place. Just as importantly, this collaboration helped Agibank’s teams build the confidence and skills needed to become self-sufficient — able to maintain, refine, and evolve agents independently.

Agentforce Builder’s low-code and no-code tools accelerated that progress further. Teams can design, test, and deploy AI agents without heavy IT involvement, shortening development cycles and reducing costs. Because these agents are deeply integrated with the Agentforce 360 Platform, they can tap into trusted data and existing workflows without complex migrations, ensuring AI fits naturally into day-to-day operations.

Together, these capabilities have allowed Agibank to modernize without disruption. With their CRM, data, and AI on a single platform, the bank is able to continually improve both customer and employee experiences — one practical innovation at a time.