How Digital Labor is Transforming Financial Services

In an industry where trust and personal connections are paramount, the financial services sector often struggles with impersonal customer experiences.

Lengthy hold times, repetitive information requests, and confusing paperwork frustrate clients, while advisors, bankers, and brokers spend only 39% of their time on direct engagement—the rest consumed by administrative tasks.

This inefficiency limits meaningful interactions, eroding loyalty in relationships that should feel human and trusted.

To address this challenge, Salesforce has introduced Agentforce for Financial Services, a suite of AI-powered, role-based agent templates designed to automate front-office tasks—such as investment review prep, lost credit card replacement, and loan option recommendations—while working alongside human employees.

By handling routine work, Agentforce frees financial professionals to focus on high-value client relationships rather than replacing human interaction, it enhances it.

Built on a firm’s existing data, workflows, and compliance controls, Agentforce ensures every action adheres to internal policies and regulations. Seamlessly integrated into Salesforce Financial Services Cloud, it enables human and digital workers to collaborate on a unified platform, maintaining consistency and trust.

Key Features of Agentforce for Financial Services

Financial Advisor & Banker Agents– Automate meeting prep by analyzing client portfolios and CRM data, then organize post-meeting notes and action items.
Banking & Insurance Service Agents– Handle routine requests like fee reversals, card cancellations, and insurance quotes, freeing reps for complex cases.
Digital Loan Officer Agent– Guide borrowers through loan discovery, suggesting auto, personal, or mortgage loans based on financial profiles.

Embedded compliance controls ensure digital workers follow the same regulatory guardrails as human teams, enforcing approvals, disclosures, and audit trails across workflows like client onboarding and lending. Every action is tracked in near real-time, enhancing transparency.

Why It Matters

The financial services industry faces a looming talent crisis—50% of insurance workers may retire in 15 years, while a projected shortfall of 100,000 financial advisors by 2034 threatens service quality.

Meanwhile, only 21 per cent of consumers feel fully satisfied with personalization, and 35% say they’re treated like a number (Salesforce Connected Financial Services 2025 Report). Agentforce helps firms scale personalized service without hiring more staff, ensuring compliance and consistency.

Customer Perspective

“At CaixaBank, Agentforce will streamline operations and personalize banking for our 20.3 million customers. It enables faster, more accurate responses while enhancing employee experience with tailored advice,” said a spokesperson for Spain’s leading bank.

Flexible Pricing & Availability

Salesforce has introduced a new Flex Credits pricing model for Agentforce, allowing firms to pay only for the actions performed.

The Flex Agreement enables shifting investments between user licenses and digital labor as needs evolve, while new Agentforce user licenses offer unlimited employee-facing AI usage.

About Financial Services Cloud

Salesforce Financial Services Cloud is tailored for banks, insurers, and wealth managers, embedding compliance into workflows and simplifying processes like financial planning and loan origination.

“AI shouldn’t replace human connection—it should scale it,” said Eran Agrios, SVP and GM of Financial Services at Salesforce. “Agentforce helps institutions boost productivity while delivering the trusted, personalized experiences clients expect.”

By automating routine tasks, Agentforce empowers financial professionals to deepen client relationships—reinforcing trust and driving growth in an increasingly digital world.