Salesforce to launch Agentforce for Financial Services agent templates

Salesforce is to launch a set of pre-built role-based AI agent templates to Agentforce for Financial Services.

The new templates include financial advisor and banker agents, banker and insurance service agents and a digital loan officer agent, with the vendor aiming to augment teams with digital labour and the automation of key front-office tasks and set to send them into general availability in June.

According to Salesforce, the financial advisor and banker agents aim to help high-touch relationship managers scale practices by automating meeting preparation and follow-up.

Meanwhile, the banking and insurance service agents can handle routine service requests like reversing fees, cancelling credit cards and explaining insurance coverage options.

As for the digital loan officer agent, the tool can guide borrowers through loan product discovery for auto or personal loans.

In all cases, Salesforce said the new agents can be implemented to provide employees with the time to dive into more complex issues.

Each of the templates include Topics to guide agent behaviour and Actions to grant the ability for them to take specific actions to financial services jobs.

These agents can be customised and expanded to reflect specific processes, guardrails, policies and service models.

Salesforce senior vice president and general manager of financial services Eran Agrios said at the company’s Agentforce Financial Services Summit in Sydney on 20 May, the financial services industry is at an “incredible inflection point”.

Agrios said the industry is being asked to “innovate really quickly and deliver results faster” than before but at the same time, organisations are being asked to protect their business.

“While you’re making leaps and bounds and standing up new business lines and rolling out new products and looking for new customers, there’s regulators that are introducing a lot of change and the business that you have today is something that’s really delivering the results that you’re looking for,” said Agrios.

“Introducing change can come with some risk, and at the same time, if you’re anything like me, you’re hearing AI in every single meeting, in every single conversation, and I’m sure you’re getting asked a lot about what are you doing. What’s your strategy? Where do you see AI changing your business?

“It’s this incredible moment that we are [in] right now in the industry, where we’ve got such a great opportunity to try and answer some of the questions that we’ve been trying to address in the business for so long, but with this new technology.”

She said Salesforce has been working on building agents and a scalable digital workforce with industry expertise over the last 18 months.

The focus on improving its financial service offerings in particular come as the industry is facing what Salesforce refers to as a talent crisis, with 50 per cent of the insurer workforce forecast to retire in 15 years, according to Insurance Journal.

Additionally, the company conducted its own research, with its Connected Financial Services report for 2025 noting that 21 per cent of consumers are satisfied with the personalisation they receive from financial service providers.

Agentforce, Salesforce’s AI platform, was updated to version 2.0 in December. However, the company has been talking about Agentforce for Financial Services at least a month prior to that.

Agrios highlighted in a blog post dated 18 November 2024 that “Agentforce for Financial Services is how Salesforce is bringing humans and agents together to drive real customer success in the industry”.