Salesforce Launches tool to Humanise Financial Services with AI-Powered Digital Labor

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 shrinking workforce of advisors, bankers, and insurance brokers spends just 39 percent of their time 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.

That’s why Salesforce introduced Agentforce for Financial Services, a new set of pre-built, role-based AI agent templates that augment financial services teams with digital labor and automate key front-office tasks like preparing for an investment review, replacing a lost credit card, or surfacing relevant loan options.

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, Agentforce 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.

Agentforce is grounded in a firm’s data, workflows, and compliance controls so every action conforms with internal policies and regulatory requirements. And because Agentforce is natively embedded in the Financial Services Cloud, human and digital workers can operate from the same deeply unified platform in a way that feels intuitive and trustworthy.

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.
• Banking and Insurance Service Agents, 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.
• A Digital Loan Officer Agent that guides borrowers through loan product discovery for auto or personal loans.

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 — all within a declarative, no-code environment.

In addition, Embedded Compliance Controls 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.

Why it matters: The financial services industry is facing a talent crisis, with 50% of the current insurance workforce expected to retire within 15 years and a projected shortfall of 100,000 financial advisors by 2034 if productivity remains unchanged. The timing for this shortage couldn’t be worse: Customer expectations are rising, and, according to Salesforce’s 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’re treated like a number.

Go deeper: Digital Labor to Extend Financial Services

By offloading time-consuming work like meeting prep, quoting, and service resolution, Agentforce for Financial Services increases firms’ 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.

Financial Advisor and Banker Agents

●     Client Meeting Preparation: Analyzes client data, including financial portfolios, past interactions, and CRM records, to surface key client insights such as portfolio performance and potential needs.

●     Post-Meeting Wrap-Up: Uses AI to process and organize meeting notes, identifying key discussion points and action items.

Banking and Insurance Service Agents

●     Retail Banking Service: Automates common everyday tasks by integrating with core banking systems to provide near real-time balance inquiries and transaction reviews.

●     Insurance Carrier Service: Assists customers through the insurance quoting process by using AI to gather necessary information, such as customer demographics, risk profiles, and coverage needs.

Loan Officer Agents

●     Loan Discovery: 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’s financial profile and needs.

Built-In Compliance Framework

●       Built-in Regulatory Controls: 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.

●       Compliance Rules Built into Every Step:  Agentforce enforces compliance rules automatically and records every action in near real time. 

Salesforce Perspective

“AI shouldn’t 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.” – Eran Agrios, SVP and GM, Financial Services

Customer Perspective

“At CaixaBank, we’ll 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.” – CaixaBank

 

About Financial Services Cloud

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.

New Flexible Agentforce Pricing

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. 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.