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How CSL Used Agentforce to Resolve 80% of Loan Inquiries for a Brazilian Digital Bank
Cloud Science Labs automated customer interactions with Agentforce, Data 360, Agentforce Service, and Agentforce Marketing for a digital bank.
About The Project:
Cloud Science Labs deployed Agentforce, Data 360, Agentforce Service & Agentforce Marketing for a digital banking institution. The outcome 80% of all loan proposal inquiries are now resolved autonomously by Agentforce, and 30% of routine FAQ are handled without human involvement. Human agents have been redeployed to focus on complex financial planning conversations and high-value customer interactions.
Industry:
Financial Services Banking
Project:
Agentforce Powered Transformation for Financial Services
About the Client:
A digital banking institution.
The Challenge
A digital banking institution is a Brazilian digital bank with a mission to expand access to financial services for underserved populations across Brazil. High volumes of loan proposal inquiries and routine FAQ were overwhelming the bank's contact centre teams, making it difficult to scale operations without proportionally increasing costs. The bank needed to extend its reach particularly to unbanked and underbanked communities without the expense of additional human agents.
The Agentforce Solution
Cloud Science Labs (CSL) designed and delivered the Agentforce solution:
Agentforce was deployed to autonomously handle 80% of all loan proposal inquiries and 30% of routine FAQ providing instant, empathetic responses in Portuguese and guiding customers through the loan application process. Data 360 gives every agent interaction full customer context, while Agentforce Marketing enables personalised outreach to potential customers across Brazil's underserved communities.
Technology used: Agentforce, Data 360, Agentforce Service & Agentforce Marketing.
The Result
80% of all loan proposal inquiries are now resolved autonomously by Agentforce, and 30% of routine FAQ are handled without human involvement.
Human agents have been redeployed to focus on complex financial planning conversations and high-value customer interactions.
the client continues to expand financial inclusion across Brazil.
Quick Answers
Can Agentforce work for a financial services business? Yes. CSL deployed Agentforce, Data 360, Agentforce Service & Agentforce Marketing for a digital banking institution.
What results can Agentforce realistically deliver? 80% of all loan proposal inquiries are now resolved autonomously by Agentforce, and 30% of routine FAQ are handled without human involvement.
Which Salesforce technologies does this solution use? Agentforce, Data 360, Agentforce Service & Agentforce Marketing.
Ready to Do the Same?
If this challenge sounds familiar in your business, Cloud Science Labs can help you achieve similar results with Agentforce.
Book a free Agentforce assessment digital@cloudsciencelabs.com