{"id":81219,"date":"2024-09-13T06:00:00","date_gmt":"2024-09-13T13:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=81219"},"modified":"2024-09-16T06:01:52","modified_gmt":"2024-09-16T13:01:52","slug":"penfed-agentforce-mulesoft-enhanced-member-experiences","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/penfed-agentforce-mulesoft-enhanced-member-experiences\/","title":{"rendered":"Salesforce Data and AI Solutions Boost PenFed Member Experiences"},"content":{"rendered":"\n<p>Salesforce today announced Pentagon Federal Credit Union (PenFed), the second-largest federal credit union in the United States with 2.9 million members, is using Salesforce technology including <a href=\"https:\/\/www.salesforce.com\/mulesoft\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">MuleSoft<\/a>, <a href=\"https:\/\/www.salesforce.com\/financial-services\/cloud\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Financial Services Cloud<\/a>, and <a href=\"https:\/\/www.salesforce.com\/data\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Data Cloud<\/a>, to bring AI-driven solutions to its digital banking platform and provide exceptional service to PenFed\u2019s members.<\/p>\n\n\n\n<p><a href=\"https:\/\/www.penfed.org\/\">PenFed<\/a> members in need of banking services can now take advantage of <a href=\"https:\/\/www.salesforce.com\/agentforce\/what-are-ai-agents\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">AI-powered live chat and self-service help agents<\/a> in Financial Services Cloud to get answers faster. Built using Salesforce\u2019s low-code AI builders, they act as a virtual assistant, suggesting AI-generated responses \u2014 grounded in member data and metadata through Data Cloud \u2014 that service agents can use to answer questions more quickly, accurately, and effectively while still maintaining human oversight. PenFed is also using MuleSoft to connect core banking systems and third-party applications to Financial Services Cloud, which streamlines member data and provides a complete 360 view of member data, improving mobile and digital banking experiences.<\/p>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--einstein\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tThe Only Data Platform Native to the World&#039;s #1 AI CRM.\t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p><\/p>\t<\/div>\n\t\t\t<p class=\"tidbit-link label\">\n\t\t\t<a class=\"label has-right-arrow has-right-arrow--small\" href=\"https:\/\/www.salesforce.com\/data\/?d=cta-body-promo-8\" target=\"_blank\">\n\t\t\t\t<span>SAY HELLO TO DATA CLOUD<\/span>\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 14 10\">\n\t<path d=\"M13.92 5.38a1 1 0 000-.76.9.9 0 00-.17-.26.25.25 0 000-.07l-4-4a1 1 0 00-1.46 1.42L10.59 4H1.07a1 1 0 000 2h9.52l-2.3 2.29a1 1 0 000 1.42 1 1 0 001.42 0l4-4a.25.25 0 000-.07.9.9 0 00.21-.26z\" \/>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/p>\n\t\t\t\t<img class=\"tidbit img-einstein\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png\"\n\t\talt=\"Illustration of einstein\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n\n\n\n<p><strong>Why it matters:<\/strong> In a <a href=\"https:\/\/www.salesforce.com\/news\/stories\/data-analytics-trends\/\" target=\"_blank\" rel=\"noreferrer noopener\">recent survey<\/a>, IT leaders in financial services identified insufficient data harmonization as their second biggest data management challenge after security concerns. PenFed&#8217;s online banking system, PFOX, taps the power of Data Cloud and MuleSoft to harmonize member data for a complete view of that data and handles 80% of the platform\u2019s activity, including deposits, online and mobile banking, as well as credit card transactions.<\/p>\n\n\n\n<p><strong>Zoom out: <\/strong>PenFed Credit Union is using MuleSoft as the backbone of its entire digital banking platform, connecting disparate systems and data sources from loan management to credit card processing, to create a seamless and integrated experience for its members.&nbsp;<\/p>\n\n\n\n<p>Highlights include:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>PenFed\u2019s use of Financial Services Cloud has significantly boosted its member service, achieving a 60% case deflection rate, meaning members can easily resolve issues on their own. This success has increased chat and chatbot interactions by 223% and improved first-call resolution rates by 20% through chatbots.<br>Using <a href=\"https:\/\/www.mulesoft.com\/platform\/api-management\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">MuleSoft\u2019s API Management solution<\/a>, PenFed is building, managing, and deploying APIs for its mobile and online banking platform.<\/li>\n\n\n\n<li>With <a href=\"https:\/\/www.mulesoft.com\/integration\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">MuleSoft Integration solution<\/a>, PenFed connects essential member data to keep call center reps informed and proficient when providing member support.&nbsp;&nbsp;<\/li>\n\n\n\n<li>MuleSoft&#8217;s approach to <a href=\"https:\/\/www.salesforce.com\/news\/stories\/ai-powered-composability-mulesoft\/\" target=\"_blank\" rel=\"noreferrer noopener\">composability<\/a> simplifies PenFed&#8217;s application\u00a0development, reducing both the time and costs involved while enhancing the company&#8217;s flexibility and capacity for innovation.<\/li>\n\n\n\n<li>PenFed is also using MuleSoft&#8217;s <a href=\"https:\/\/blogs.mulesoft.com\/news\/horizontal-autoscaling\/\" target=\"_blank\" rel=\"noreferrer noopener\">autoscaling<\/a> feature to automatically adjust the number of app instances as needed. This ensures the banking platform runs smoothly, regardless of user demand.<\/li>\n<\/ul>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--evergreen\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tAI-Powered Experiences Start with Integration and Automation.\t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p><\/p>\t<\/div>\n\t\t\t<p class=\"tidbit-link label\">\n\t\t\t<a class=\"label has-right-arrow has-right-arrow--small\" href=\"https:\/\/www.salesforce.com\/mulesoft\/\" target=\"_blank\">\n\t\t\t\t<span>LEARN MORE<\/span>\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 14 10\">\n\t<path d=\"M13.92 5.38a1 1 0 000-.76.9.9 0 00-.17-.26.25.25 0 000-.07l-4-4a1 1 0 00-1.46 1.42L10.59 4H1.07a1 1 0 000 2h9.52l-2.3 2.29a1 1 0 000 1.42 1 1 0 001.42 0l4-4a.25.25 0 000-.07.9.9 0 00.21-.26z\" \/>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/p>\n\t\t\t\t<img class=\"tidbit img-evergreen\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-evergreen-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-evergreen-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-evergreen-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-evergreen-large@1x.png\"\n\t\talt=\"Illustration of evergreen\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n\n\n\n<p><strong>Customer perspective: <\/strong>\u201cWith MuleSoft Anypoint Platform\u2019s integration technology, and platforms like Salesforce FSC, PenFed is enabled to connect, automate, and scale member-facing experiences like never before. The integration capabilities of MuleSoft combined with the power of AI has streamlined our operations, enhancing member experience and satisfaction.\u201d <strong>\u2013 Shree Reddy, CIO, PenFed<\/strong><\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>The integration capabilities of MuleSoft combined with the power of AI has streamlined our operations, enhancing member experience and satisfaction.<\/p>\n<cite><strong>Shree Reddy, CIO, PenFed<\/strong><\/cite><\/blockquote>\n\n\n\n<p><strong>Salesforce perspective: <\/strong>&#8220;PenFed\u2019s commitment to digital transformation and member-centric services is exemplary. By using Salesforce and MuleSoft innovations, PenFed continues to set a standard in the financial services industry for efficient and personalized member experiences.&#8221;<strong> \u2013 Param Kahlon, EVP &amp; GM of Automation and Integration, Salesforce<\/strong><\/p>\n\n\n\n<p>PenFed Credit Union&#8217;s proactive adoption of AI, automation, and integration highlights its commitment to becoming an AI enterprise, shaping the future of digital banking into cognitive banking, as well as its dedication to serving its members effectively, ensuring financial stability and support.<\/p>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Related<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards 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Work\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t4 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"92815\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/news\/press-releases\/2026\/03\/26\/us-dept-labor-agentforce-enhance-citizen-support\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=1024\" class=\"content-card__image\" alt=\"Contact center worker in a headset providing personalized 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id=\"h-more-information\"><strong>More information:<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Learn more about <a href=\"https:\/\/www.salesforce.com\/mulesoft\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">MuleSoft<\/a>,<strong> <\/strong><a href=\"https:\/\/www.salesforce.com\/data\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Data Cloud<\/a>, and <a href=\"https:\/\/www.salesforce.com\/financial-services\/cloud\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Financial Services Cloud<\/a><\/li>\n\n\n\n<li>Read about MuleSoft\u2019s <a href=\"https:\/\/www.salesforce.com\/news\/stories\/ai-powered-composability-mulesoft\" target=\"_blank\" rel=\"noreferrer noopener\">AI-Powered Composability<\/a><\/li>\n\n\n\n<li>Explore how <a href=\"https:\/\/www.salesforce.com\/customer-stories\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce customers<\/a> use AI and digital solutions to create business success<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Salesforce today announced Pentagon Federal Credit Union (PenFed), the second-largest federal credit union in the United States with 2.9 million members, is using Salesforce technology including MuleSoft, Financial Services Cloud, and Data Cloud, to bring AI-driven solutions to its digital banking platform and provide exceptional service to PenFed\u2019s members. PenFed members in need of banking [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":81229,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[1],"tags":[],"sf_content_type":[19390],"sf_theme":[1917],"sf_topic":[1737,1744,2798],"sf_product":[19930,2717,19249,1783,1768,1748],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1798],"sf_collection":[18851,12218,19250],"sf_visibility":[],"coauthors":[],"class_list":["post-81219","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","sf_content_type-snapshots-customer-stories","sf_theme-customer-engagement","sf_topic-artificial-intelligence","sf_topic-customer-success","sf_topic-data","sf_product-agentforce","sf_product-data-360","sf_product-einstein-ai","sf_product-industry-solutions","sf_product-mulesoft","sf_product-salesforce-platform","sf_location-global","sf_collection-cio-corner","sf_collection-einstein-copilot","sf_collection-df-2024"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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