{"id":72355,"date":"2025-05-21T06:00:00","date_gmt":"2025-05-21T13:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=72355"},"modified":"2025-05-21T15:34:30","modified_gmt":"2025-05-21T14:34:30","slug":"agentforce-for-financial-services-announcement","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/uk\/news\/stories\/agentforce-for-financial-services-announcement\/","title":{"rendered":"Salesforce Introduces Agentforce for Financial Services to Address Shrinking Workforces and Rising Client Expectations\u00a0"},"content":{"rendered":"\n<p class=\"has-text-align-center\"><em>Agentforce for Financial Services includes pre-built, role-based AI agent templates that automate front-office tasks and reduce administrative overhead with no coding required<\/em><\/p>\n\n\n\n<p class=\"has-text-align-center\"><em>Agentforce operates autonomously using industry-specific data, workflows, and policies to deliver intelligent actions that align with firm standards and regulatory requirements<\/em><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div class=\"wp-block-group is-style-media-wrapping-container\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"has-text-align-left\">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 wait on hold, repeat their information, and navigate confusing forms and disclosures. Behind the scenes, a <a href=\"https:\/\/www.mckinsey.com\/industries\/financial-services\/our-insights\/the-looming-advisor-shortage-in-us-wealth-management\" target=\"_blank\" rel=\"noreferrer noopener\">shrinking workforce<\/a> of advisors, bankers, and insurance brokers spends <a href=\"https:\/\/www.salesforce.com\/blog\/ai-in-financial-services-statistics\/#:~:text=Currently%2C%20one%20of%20our%20AI,on%20low%2Dvalue%20administrative%20work\" target=\"_blank\" rel=\"noreferrer noopener\">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<figure class=\"wp-block-embed alignright is-type-video is-provider-vidyard wp-block-embed-vidyard\"><div class=\"wp-block-embed__wrapper\">\n<script type=\"text\/javascript\" async src=\"https:\/\/play.vidyard.com\/embed\/v4.js\"><\/script><img decoding=\"async\"  style=\"width: 100%; margin: auto; display: block;\"  class=\"vidyard-player-embed\"  src=\"https:\/\/play.vidyard.com\/wypa6qGC2F4Lt1CUpGGaU9.jpg\"  data-uuid=\"wypa6qGC2F4Lt1CUpGGaU9\"  data-v=\"4\"  data-type=\"inline\"  data-width=\"500\"  data-height=\"187\"\/>\n<\/div><\/figure>\n\n\n\n<p class=\"has-text-align-left\">That\u2019s why Salesforce introduced <a href=\"https:\/\/www.salesforce.com\/financial-services\/artificial-intelligence\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce for Financial Services<\/a>, a new set of pre-built, role-based AI agent templates that augment financial services teams with <a href=\"https:\/\/www.salesforce.com\/agentforce\/digital-labor\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">digital labor<\/a> and automate key front-office tasks like preparing for an investment review, replacing a lost credit card, or surfacing relevant loan options.<\/p>\n\n\n\n<p class=\"has-text-align-left\">These agents work natively in the flow of work, side by side with human employees, reducing the administrative burden that takes time away from more valuable customer engagement. By taking on routine but time-consuming tasks, <a href=\"https:\/\/www.salesforce.com\/uk\/agentforce\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce<\/a> gives financial professionals more space to focus on what matters most: their clients. Rather than replacing the human connection, Agentforce strengthens it with an industry-specific digital workforce helping banks, insurers, and wealth managers scale personal engagement, maintain regulatory confidence, and preserve the trust that drives loyalty and growth.<\/p>\n\n\n\n<p class=\"has-text-align-left\">Agentforce is grounded in a firm\u2019s data, workflows, and compliance controls so every action conforms with internal policies and regulatory requirements. And because Agentforce is natively embedded in <a href=\"https:\/\/www.salesforce.com\/uk\/financial-services\/cloud\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Financial Services Cloud<\/a>, human and digital workers can operate from the same deeply unified platform in a way that feels intuitive and trustworthy.<\/p>\n<\/div><\/div>\n\n\n\n<p><a href=\"https:\/\/www.salesforce.com\/financial-services\/artificial-intelligence\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce for Financial Services<\/a> includes pre-built templates for:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.salesforce.com\/agentforce\/use-cases\/financial-services\/financial-advisor-assistance\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Financial Advisor<\/strong><\/a><strong> and <a href=\"https:\/\/www.salesforce.com\/agentforce\/use-cases\/financial-services\/client-relationship-assistant\/\" target=\"_blank\" rel=\"noreferrer noopener\">Banker Agents<\/a><\/strong> that help high-touch relationship managers scale their practice by automating meeting preparation and follow-up. These AI-powered assistants surface relevant client insights, generate summaries of prior meetings, and create follow up items, freeing up advisors and bankers to focus on deepening client relationships and growing the business.&nbsp;<\/li>\n\n\n\n<li><strong><a href=\"https:\/\/www.salesforce.com\/agentforce\/use-cases\/financial-services\/banking-services-assistant\/\" target=\"_blank\" rel=\"noreferrer noopener\">Banking<\/a> and <a href=\"https:\/\/www.salesforce.com\/agentforce\/use-cases\/financial-services\/insurance-service-assistant\/\" target=\"_blank\" rel=\"noreferrer noopener\">Insurance Service Agents<\/a>, <\/strong>which handle routine service requests like reversing a fee, canceling a credit card, or explaining insurance coverage options, so service reps can focus on complex cases that require a human touch. With faster resolution of high-volume, repeatable tasks, contact centers can reduce wait times, increase first-call resolution, and improve the overall customer experience.<\/li>\n\n\n\n<li><strong>A <\/strong><a href=\"https:\/\/www.salesforce.com\/agentforce\/use-cases\/financial-services\/loan-product-assistance\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Digital Loan Officer Agent<\/strong><\/a><strong> <\/strong>that guides borrowers through loan product discovery for auto or personal loans. By answering questions, gathering details, and offering product options 24\/7, this agent frees up human loan officers to focus on high-touch interactions like reviewing applications, managing exceptions, or finalizing terms. This can result in higher conversion rates, faster time to funding, and a smoother borrower experience.<\/li>\n<\/ul>\n\n\n\n<p>Each pre-built Agentforce template includes Topics, which guide agent behavior, and Actions that give agents the ability to take action specific to financial services jobs. Firms can customize and expand these agents with Agentforce to reflect their specific processes, guardrails, policies, and service models \u2014 all within a declarative, no-code environment.<\/p>\n\n\n\n<p>In addition, <strong>Embedded Compliance Controls<\/strong> help ensure digital workers follow the same regulatory guardrails as human teams. Agentforce operates within the compliance framework of Financial Services Cloud, enforcing rules for approvals, disclosures, and audit trails across common workflows like servicing, lending, and client onboarding. Every action is tracked and governed, helping firms meet regulatory obligations with greater consistency and transparency.<\/p>\n\n\n\n<p><strong>Why it matters:<\/strong> The financial services industry is facing a talent crisis, with 50% of the current insurance workforce expected to <a href=\"https:\/\/www.insurancejournal.com\/magazines\/mag-features\/2024\/03\/04\/762494.htm\" target=\"_blank\" rel=\"noreferrer noopener\">retire within 15 years<\/a> and a projected <a href=\"https:\/\/www.mckinsey.com\/industries\/financial-services\/our-insights\/the-looming-advisor-shortage-in-us-wealth-management\" target=\"_blank\" rel=\"noreferrer noopener\">shortfall of 100,000 financial advisors<\/a> by 2034 if productivity remains unchanged. The timing for this shortage couldn\u2019t be worse: Customer expectations <a href=\"https:\/\/www.salesforce.com\/uk\/news\/stories\/customer-service-statistics-2024\/\" target=\"_blank\" rel=\"noreferrer noopener\">are rising<\/a>, and, according to Salesforce\u2019s Connected Financial Services 2025 report, only 21% of consumers are fully satisfied with the personalization they receive from their financial services providers, and 35% say they\u2019re treated like a number.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-go-deeper-digital-labor-to-extend-financial-services\"><strong>Go deeper: Digital Labor to Extend Financial Services<\/strong><\/h2>\n\n\n\n<p>By offloading time-consuming work like meeting prep, quoting, and service resolution, Agentforce for Financial Services increases firms\u2019 capacity for tailored experiences without hiring additional staff. And, it helps to ensure every interaction aligns with firm policies and regulatory requirements, maintaining consistency and trust.<\/p>\n\n\n\n<p><strong>Financial Advisor and Banker Agents<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Client Meeting Preparation:<\/strong> Analyzes client data, including financial portfolios, past interactions, and CRM records, to surface key client insights such as portfolio performance and potential needs. It then automatically generates structured meeting agendas based on these insights, pulling in relevant details on upcoming life events or business milestones identified through data analysis. The agent also suggests talking points by identifying areas where the advisor can provide value or address potential client concerns. This automation of data aggregation and agenda creation frees advisors and bankers to focus on client needs and relationship building<\/li>\n\n\n\n<li><strong>Post-Meeting Wrap-Up:<\/strong> Uses AI to process and organize meeting notes, identifying key discussion points and action items. The agent then automatically summarizes these takeaways and updates client plans within Financial Services Cloud, ensuring all relevant information is captured and next steps are clearly documented. It also creates follow-up tasks and assigns them to the appropriate team members, triggering automated reminders to help ensure timely execution and maintain personalized, proactive client relationships at scale.<\/li>\n<\/ul>\n\n\n\n<p><strong>Banking and Insurance Service Agents<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Retail Banking Service:<\/strong> Automates common everyday tasks by integrating with core banking systems to provide near real-time balance inquiries and transaction reviews. The agent also streamlines processes for lost card reports by guiding customers through the necessary steps and initiating the card cancellation process. For fee reversals, the agent gathers required information and, based on pre-defined rules, automatically processes or escalates the request for human review. This automation helps service representatives reduce wait times for customers and allows them to focus on more complex customer issues that require human intervention.<\/li>\n\n\n\n<li><strong>Insurance Carrier Service: <\/strong>Assists customers through the insurance quoting process by using AI to gather necessary information, such as customer demographics, risk profiles, and coverage needs. The agent then compares policy options based on this data, presenting a tailored selection of options. By automating data retrieval and analysis, the agent enables service representatives to provide near real-time quotes with confidence, improving conversion rates and delivering a smoother, more satisfying customer experience.<\/li>\n<\/ul>\n\n\n\n<p><strong>Loan Officer Agents<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Loan Discovery: <\/strong>Guides borrowers through the process of finding loan options. The agent analyzes data to suggest relevant loan products, such as mortgages, auto loans, or personal loans, that align with the borrower&#8217;s financial profile and needs. This automation streamlines the initial loan discovery phase, freeing human loan officers to focus on advising borrowers, building relationships, and finalizing loan applications.<\/li>\n<\/ul>\n\n\n\n<p><strong>Built-In Compliance Framework<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Built-in Regulatory Controls:<\/strong> Helps to ensure Agentforce actions, including recommending a product, processing a request, or gathering information, adhere to the same approvals, disclosures, and audit trails as human teams by leveraging the built-in compliance framework of Financial Services Cloud. This framework provides pre-configured rules and workflows that the agent follows, documenting all actions and decisions in a secure and auditable log.<\/li>\n\n\n\n<li><strong>Compliance Rules Built into Every Step:<\/strong> Agentforce enforces compliance rules automatically and records every action in near real time. For example, when sending disclosures, the agent can automatically include all required legal language and obtain the necessary customer acknowledgments. When triggering approvals, the agent routes requests to the appropriate personnel based on pre-defined hierarchies and escalates exceptions for manual review. As Agentforce executes tasks like sending disclosures, triggering approvals, or flagging exceptions, compliance rules are enforced automatically and documented in near real time. This reduces manual reviews and strengthens audit readiness by maintaining a complete, traceable record of every action.<\/li>\n<\/ul>\n\n\n\n<p><strong>Salesforce perspective: <\/strong>\u201cAI shouldn\u2019t replace the human connection, it should scale it. With Agentforce for Financial Services, financial institutions can tap into digital labor built on a deeply unified platform to help their human teams boost productivity, efficiency, and revenue while still delivering the trusted, personalized experiences their clients expect.\u201d<strong> <\/strong>\u2013 Eran Agrios, SVP and GM, Financial Services<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>AI shouldn\u2019t replace the human connection, it should scale it.<\/p>\n<cite>Eran Agrios, SVP and GM, Financial Services<\/cite><\/blockquote>\n\n\n\n<p><strong>Customer Perspective<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u201cAt CaixaBank, we\u2019ll use Agentforce to streamline internal operations and personalize 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.\u201d \u2013 CaixaBank<\/li>\n\n\n\n<li>\u201cWe\u2019re using Agentforce to boost productivity across our service operations. The speed and impact of our initial deployment has opened our eyes to what\u2019s possible, and we\u2019re excited to explore additional use cases to help us streamline things like claims and procurement to drive even more value.\u201d \u2013 Matt Brasch, VP of Digital Operations, Cumberland Mutual&nbsp;<\/li>\n\n\n\n<li>&#8220;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 \u2014 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\u2019re not just committed to responsive, high-quality care \u2014 it\u2019s how we operate.&#8221; \u2013 Dimitar Bonev, CRM Director\u200b at Nexo&nbsp;<\/li>\n\n\n\n<li>\u201cWith Agentforce, our customers can sleep easy, knowing that if something goes wrong with a transaction, we\u2019ll 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.\u201d \u2013 Lindelani Ramukumba, Managing Executive: Chief Information Officer, Absa Relationship Banking<\/li>\n\n\n\n<li>\u201cAgentforce empowers us to scale personalized client support by significantly reducing administrative burdens for our sales and management teams, allowing them to dedicate more attention to critical client issues.\u201d \u2013 Larry Hueber, Co-Founder and Founding Manager, Groupe Hueber Assurances<\/li>\n<\/ul>\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 more-from-block__cards--2\"\n\t\t\t\t>\n\t\t\t\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"73742\"\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\/uk\/news\/linked-content\/slack-is-where-your-team-works-now-its-where-your-agents-work-too\/\"\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\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/LINKED-TILE_-Slack-is-where-your-team-works.-Now-its-where-your-agents-work-too.png?w=1024\" class=\"content-card__image\" alt=\"LINKED TILE_ Slack is where your team works. 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No Browser Required.\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\t8 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/uk\/news\/wp-json\/wp\/v2\/posts\/72355\/page\/2\/?bc=OTH#section-title\">\n\t\t\tOlder Posts\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>About Financial Services Cloud<\/strong><\/h4>\n\n\n\n<p>Salesforce Financial Services Cloud is purpose-built for banks, wealth managers, and insurers to manage customer relationships, simplify complex processes, and embed compliance directly into everyday workflows. It includes industry-specific data models and pre-built processes that support a wide range of use cases, from financial planning and loan origination to insurance claims and policy servicing. This foundation helps firms launch faster, reduce custom development, and adapt more easily to change.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-new-flexible-agentforce-pricing\"><strong>New Flexible Agentforce Pricing<\/strong><\/h4>\n\n\n\n<p>To support the rapidly accelerating demand for digital labor for every employee, department, and business process, Salesforce has introduced a new flexible pricing framework for Agentforce. Flex Credits are a new unit of payment for Agentforce that aligns costs with business outcomes, ensuring you only pay for the exact actions Agentforce performs\u200c. Also new is the Flex Agreement, which lets organizations shift investments between user licenses and digital labor as priorities evolve; and new Agentforce user licenses with unlimited employee-facing AI usage. These updates give businesses greater control, cost-efficiency, and agility in expanding their AI-powered investment across all departments<strong>.<\/strong><\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Availability<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Agentforce is available now through any Financial Services Cloud edition with the <a href=\"https:\/\/www.salesforce.com\/uk\/crm\/foundations\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce Foundations<\/a> add-on and<a href=\"https:\/\/www.salesforce.com\/uk\/agentforce\/pricing\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\"> Agentforce SKU<\/a>.\u00a0<\/li>\n\n\n\n<li>Agentforce for Financial Services with Pre-Built Agents will be available with the Summer \u201825 release.&nbsp;<\/li>\n\n\n\n<li>Process Compliance Navigator will be available with the Summer \u201825 release.&nbsp;<\/li>\n\n\n\n<li>Flex Credits are available to purchase today for all Agentforce customers.&nbsp;<\/li>\n\n\n\n<li>Flex Agreement is available today. Ask your Account Executive for more information.<\/li>\n\n\n\n<li>Agentforce 1 Editions and Agentforce add-ons coming Summer 2025.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Learn more:<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Read how Financial Services firms can <a href=\"https:\/\/www.salesforce.com\/blog\/ai-agents-in-financial-services\/\" target=\"_blank\" rel=\"noreferrer noopener\">grow their business with Agentforce<\/a><\/li>\n\n\n\n<li>Watch a demonstration of Agentforce pre-built templates for retail banking, <a href=\"https:\/\/www.salesforce.com\/form\/conf\/industries\/financial-services\/demo\/banking-relationship-assistance\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">commercial banking<\/a>, and <a href=\"https:\/\/www.salesforce.com\/form\/conf\/industries\/financial-services\/demo\/financial-advisor-assistance\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">wealth management<\/a><\/li>\n\n\n\n<li>Read how Wealth Managers can run a <a href=\"https:\/\/www.salesforce.com\/blog\/ai-agents-for-wealth-management\/\" target=\"_blank\" rel=\"noreferrer noopener\">profitable advisory business with Agentforce<\/a><\/li>\n\n\n\n<li>Review <a href=\"https:\/\/www.salesforce.com\/financial-services\/pricing\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">pricing<\/a> for Financial Services Cloud&nbsp;<\/li>\n<\/ul>\n\n\n\n<p><em>This article may include references to services or features that are still in development and are unreleased. Customers should make their purchase decision based on fully released and available features.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Agentforce for Financial Services includes pre-built, role-based AI agent templates that automate front-office tasks and reduce administrative overhead with no coding required Agentforce operates autonomously using industry-specific data, workflows, and policies to deliver intelligent actions that align with firm standards and regulatory requirements In an industry built on trust, delivering personal and meaningful experiences is [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":72354,"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":[],"tags":[],"sf_content_type":[3977],"sf_theme":[4064],"sf_topic":[8727,3978],"sf_product":[8438,4055],"sf_industry":[4097],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[4301],"sf_collection":[],"sf_visibility":[],"coauthors":[],"class_list":["post-72355","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_content_type-news-announcements-product","sf_theme-artificial-intelligence","sf_topic-agents","sf_topic-artificial-intelligence","sf_product-agentforce","sf_product-industry-solutions","sf_industry-financial-services","sf_location-global"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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