On the occasion of its Parisian event, the leader in CRM applications declines its agental platform for Financial Services, its vertical offer targeting banks and insurance.
During its Parisian high mass which is held this May 22 in Paris, Salesforce announces the kick-off of an agentForce variation for its supply to manage financial services. Its environment for the development and deployment of agents was already available for three others of its vertical solutions: Retail Cloud, Salesforce Consumer Goods Cloud and Salesforce for HR. Marc Benioff’s group thus adds a new string to its bow by targeting a very high added value sector. AgentForce for Salesforce Financial Services is timely, especially at a time when the trend is to reduce workforce in the banking field. Between 2011 and 2021, the number of employees in the sector melted by 8%.
“With this offer, we intend to automate the adviser’s administrative tasks as much as possible so that he can focus on the customer. This role is strategic in a field where customer relations is based on confidence,” comments Bruno-Benjamin Katz, DGA France of Salesforce. AgentForce for Salesforce Financial Services brings together a library of agents aimed at fluidifying CRM. Beyond the management of fairly classic tasks such as the preparation and monitoring of meetings, the agents in question automate current banking requests, from the consultation of sales to the lost bank card reporting, including the processing or climbing of retrofing requests.
One of the agents offered as part of the Salesforce Financial Services offer focuses on loan demand. The application is inspired by the many engines already available on the web and generally offered by brokers. The agent supports the customer in the meanders of loan options and generates a first credit offer. It is up to the advisor to then take the hand to control the result and adjust it by managing the exceptions and any other task with higher added value.
From bank to insurance
On the insurance front, even logic. “Agents support customers in the process of obtaining quotes by automatically collecting the necessary information, such as personal data, risk profile or cover needs. On this basis, they compare and present the most suitable options, all in almost real time,” it is said at Salesforce.
“We use the increased generation of recovery to ensure that the agents are immediately usable”
For each agent, the underlying process incorporates controls relating to regulatory compliance by applying all the necessary procedures at each stage. “The agent sends the required legal documents, collects the necessary consents and follows the predefined approval circuits. This operation guarantees complete traceability and effectively prepares companies to the audits, while reducing the load linked to manual controls”, it is detailed at Salesforce.
Should the agents train before they are operational? “The answer is no. We use the increased generation of recovery to ensure that the agents are immediately usable based on information specific to the user organization”, decrypt Bruno-Benjamin Katz, before specifying: “The data used can be both drawn from Salesforce as well as from third-party applications.” On the LLM model side, the customer can call on the solution of their choice, including internal development. “In the end, the agent makes it possible to converse with a knowledge base on a precise problem, with the possibility of making decisions independently,” adds Bruno-Benjamin Katz.
A new mode of pricing
Salesforce Financial Services benefits from the agentforce reasoning engine. “Called Atlas, it is designed to enter the shades and contexts relating to user requests, in order to provide precise, reliable and trigger responses,” details Phil Mui, Ph.D. and senior vice-president products & engineering at Salesforce Ai Research, the R&D division devoted to the AI of Salesforce. And Bruno-Benjamin Katz to complete: “In the case of Salesforce Financial Services, agents will be able to make decisions. It may be a question of subscribing to an offer that does not require human contact to be allocated, or more prosaically to make an appointment with an advisor, oppose a bank card or offer solutions in the event of fraudulent payment.”
For the occasion, Salesforce announces a new mode of pricing applied to Agentforce. The tool may now be invoiced in three modes: depending on the number of actions carried out, depending on the number of users per AI agent, or in the form of a license opening unlimited access to agents for all employees.
