Salesforce has launched a set of AI agents that automate front-office tasks across banking, insurance and wealth management. These pre-built, no-code digital assistants, sold under the brand Agentforce for Financial Services, work natively in Salesforce’s Financial Services Cloud. They reduce time spent on repetitive work such as meeting preparation, loan enquiries and fee reversals.
“AI shouldn’t replace the human connection, it should scale it,” said Eran Agrios, general manager and senior vice president, financial services at Salesforce.
Agentforce operates on firms’ existing data and regulatory rules, handling tasks like reversing bank fees, explaining insurance coverage, and preparing summaries of client meetings. Each agent is tailored to a specific role – such as banker, advisor or loan officer – and comes with industry-specific actions that can be customised without needing to write any code.
Agentforce for Financial Services includes pre-built templates for:
- Financial Advisor and Banker Agents that help high-touch relationship managers scale their practice by automating meeting preparation and follow-up. These agents display relevant client insights, generate summaries of prior meetings, and create follow-up items. Human advisors and bankers can then focus on deepening client relationships and growing the business.
- Banking and Insurance Service Agents that handle routine service requests like reversing a fee, canceling a credit card, or explaining insurance coverage options. Human service reps can then spend more time on complex cases. With faster resolution of high-volume, repeatable tasks, contact centers can reduce wait times, increase first-call resolution, and improve the overall customer experience.
- A Digital Loan Officer Agent that guides borrowers through loan product discovery for car 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 finalising terms. This can result in: higher conversion rates, faster time to funding, and a smoother borrower experience.
At the launch of Agentforce for Financial Services in Sydney, Salesforce showcased a fictional farmer, Rachel, who applied for financing via Agentforce. The AI agent gathered details, assessed eligibility and followed up automatically, scheduling a meeting with the right banker. No human involvement was needed until a qualified lead was ready. When the banker did step in, Agentforce provided a 360-degree client summary and even helped him rehearse his pitch.
The product also comes with embedded compliance controls. Every action taken by an agent is governed by the firm’s internal rules and recorded for auditing, in a bid to address long-standing concerns about AI and risk.
In a telling move, Salesforce has introduced a flexible pricing model that lets customers trade traditional user licences for “Flex Credits” – a pay-as-you-go scheme for digital labour. Under a new Flex Agreement, organisations can reallocate budgets between human staff and AI agents as priorities shift. The message is clear: some firms may opt to replace parts of their workforce with Agentforce, not just augment it.
The release comes at a time when the financial sector is facing a dual crunch: fewer hands on deck, and rising customer expectations. According to Salesforce, financial services workers spend just 39 percent of their time on direct client engagement, with the rest swallowed by admin.
Salesforce pointed to research from McKinsey that said the insurance industry in the US will be short 100,000 advisers by 2034 due to increasing demand for financial advice and the coming retirement of a large percentage of the workforce. In this context, a shortage of workers will make automation through AI a necessity, Salesforce said.
Agentforce is available now as an add-on to any edition of Financial Services Cloud. Pre-built agent templates and compliance features will roll out with the (northern) Summer '25 release. Flexible pricing via “Flex Credits” lets firms pay only for the AI actions performed, with the option to reallocate spend between staff licences and digital labour.
Customers are claiming early wins. At Spanish banking giant CaixaBank, Agentforce is helping personalise service for 20 million clients. At Nexo, a cryptocurrency firm, it resolved 10,000 chats automatically in a single quarter.
“This isn’t just about automation,” said Agrios. “It’s about creating a limitless workforce that scales your expertise and brings the human connection back to financial services.”
