Agibank autonomously qualifies warm leads with Agentforce

Interest outpaced capacity

For more than 25 years, Agibank has helped retirees, pensioners, and public sector employees access banking through a model built on inclusion and personal service. As the bank worked to expand their customer base by 40%, they saw an opportunity to engage more prospective customers without expanding their sales team.

Agibank’s marketing campaigns generated strong interest, with prospective customers frequently reaching out to ask questions before making a decision. Those conversations were valuable, but qualifying leads and answering routine questions took sales reps away from higher-value work like building relationships and closing deals. Agibank needed a way to engage prospects immediately, at scale, while keeping the personal, responsive experience that turns interest into action.

Immediate lead engagement

To turn growing customer interest into qualified sales opportunities, Agibank built a sales development representative (SDR) agent with Agentforce. By handling early-stage lead qualification automatically, the agent helps sales reps spend less time qualifying prospects and more time building relationships and closing deals.

For example, when a prospect engages with a marketing campaign through WhatsApp, the SDR agent responds immediately. It answers initial questions, learns more about the customer's needs, and gauges their level of interest, qualifying the lead before determining whether they're ready to speak with a salesperson.

When a prospect reaches that point, the SDR agent hands the conversation to a sales rep at exactly the right moment. Rather than starting from scratch, the rep receives the full conversation history, the customer's questions and responses, an assessment of their level of interest, and recommended next steps so they can focus on moving the opportunity forward instead of qualifying the lead.

Every lead, intelligently qualified

Behind every conversation, Agentforce combines campaign data, agentic reasoning, and business workflows to engage prospects at the right moment. When someone clicks a marketing campaign on WhatsApp, an inbound omni flow starts a conversation with the SDR agent. Agentforce uses data from Agentforce Marketing to identify which campaign the prospect responded to and which credit offer caught their attention. The agent also retrieves customer information from Agentforce Service to personalize the conversation from the very first message.

The agent greets the prospect by name, begins a discovery conversation to understand their needs, and presents a personalized offer based on their responses. If questions or objections come up, the SDR agent temporarily shifts into a knowledge resolution flow, searching Agibank's knowledge base in Agentforce Service for clear, conversational answers. Once those questions are resolved, it seamlessly returns to the sales conversation without losing context, allowing the discussion to continue naturally.

As the interaction continues, the SDR agent gauges the prospect's level of interest and determines the next step.

When a customer is ready to move forward, the agent logs that positive intent and verifies whether a system transfer is permitted before initiating an outbound omni flow to the appropriate sales queue. Along with the active chat, it passes the customer's questions, the stage in the decision-making process, and other session details, allowing the sales rep to pick up exactly where the agent left off and focus on closing the deal.

A head start for sales

By handling early-stage qualification autonomously, Agentforce connects sales reps with informed, engaged prospects at the right moment. Each handoff includes the customer’s questions, interests, and stage in the decision-making process, so reps can pick up seamlessly and focus on closing — helping Agibank increase conversions without adding more salespeople.

Agibank plans to continue expanding the SDR agent's role over time. As its capabilities evolve, the bank expects the agent to take on more of the sales journey — including eventually closing certain deals autonomously — giving sales teams even more time to focus on complex, high-value customer relationships.