Banks Still Have a Customer Service Problem
Most banks and credit unions are still figuring out the best way to build and support customer relationships in a digital world. ‘Technology will fix it!’ they cheer—forgetting that tech is only as good as the sales, operations, and customer service data it’s built on.
Messy data has always slowed teams down, and AI won’t fix that.
The promise of AI agents like Agentforce is to eliminate ‘dumb’ chatbots and ‘hellish’ call queues, empowering bank customers and credit union members to help themselves do what they want — 24 hours a day.
It starts with data governance. Understanding your institution’s digital maturity is the first step toward mitigating challenges and leveraging new opportunities, and it starts with your core.
TOP CHALLENGES
For business leaders at financial institutions, there are at least two significant obstacles to creating powerful, thoughtful and obedient AI agents:
- Data Organization: The institution’s data is scattered across cores, CRMs, call centers, and marketing tools. How do you get enough customer data in to enable an agent to take meaningful action?
- Security & Compliance: How does a bank or credit union have confidence in the security and integrity of the environment in which the agents are operating? How are you training it? Do you start with sales to lessen the regulatory burden?
Organizing Data for AI Success
A staggering 66% of banks struggle with data quality and integrity issues, underscoring the challenge of fragmented, siloed, or inconsistent data models¹. These gaps become even more apparent in AI-driven processes, where structured data is essential for automation. AI agents can only provide real value if they assess and report on analytics as effectively as humans—only faster. Even the most advanced AI struggles without a strong data foundation.
Bridging these gaps starts with evaluating core systems and integrating data across LOS, CRM, warehouses, treasury management, and GRC. Strong data governance ensures consistency, reduces inefficiencies, and allows AI to operate with accuracy and impact.
[Free Core Banking Assessment]
Remaining Compliant with AI Governance
AI governance isn’t just about functionality—it’s about trust, security, and compliance. Banks must prioritize data privacy, consumer protection, and regulatory adherence to mitigate AI risks. AI agents must comply with GDPR, CCPA, GLBA, Dodd-Frank, Basel III, and Fair Lending laws to ensure transparency and ethical use. Strong governance frameworks, with clear accountability and ethical AI practices, reduce security concerns while building trust. By integrating ethical AI with compliance-driven oversight, banks can enhance operations without compromising integrity.
[Salesforce CIO Corner: Trusting AI Outputs]
THE OPPORTUNITY
Banking Core Data + Agentforce
Agentforce, Salesforce’s AI-enhanced virtual agent, when combined with integrated core banking data, outperforms all other agents and is rooted in compliance and ethical AI practices.
Total Customer Insight
Integrating banking data into Salesforce gives Agentforce a 360º view of the customer, allowing for highly personalized interactions that typical Call Center as a Service (CCaaS) platform simply can’t match. Consumers now expect digital-first, self-service experiences, and financial institutions that deliver them stand out.
Regulatory Compliance
Core integration ensures Agentforce can automate processes while adhering to banking regulations—an area where disconnected or less-integrated systems struggle. With AI-powered solutions becoming a key differentiator for financial institutions, seamless compliance both ideal state and business critical.
Uncompromised Security
With 54% of consumers expressing concerns about AI handling their financial data, security and transparency are non-negotiable². By integrating banking data within Salesforce’s secure environment, Agentforce offers a level of protection that builds trust, far surpassing what less integrated systems can provide.
Omnichannel Experiences
Predictive Service
Smart Cross-Selling
With 46% of consumers willing to stay with a financial institution that provides excellent service even if rates increase, intelligent AI-driven recommendations can be a game-changer³. Core banking data integration is key to enabling insights that drive higher wallet share.
Build on Innovation
Agentforce stays ahead by continuously evolving with AI and analytics, but proper data integration in banking is essential for delivering the full range of next-generation capabilities. Financial institutions need to remain competitive in an ever-changing consumer and technological landscape.
Loyalty & Retention
Only 10% of consumers entirely³ trust AI agents today. The integration of core banking data ensures that AI-driven service is not just efficient but also transparent, reliable, and personalized, significantly reducing churn and increasing customer satisfaction.
The Future of AI-Powered Financial Services
Integrating core banking data into Salesforce isn’t just an advantage—it’s a necessity for financial institutions looking to deliver seamless, secure, and highly personalized service that fosters trust, improves efficiency, and drives long-term loyalty.
