Case Study: Agibank achieves frictionless customer service and growth with Salesforce Service Cloud

Agibank deflects 80% of loan status inquiries with SalesForce Service Cloud

Agibank, a major Brazilian bank, faced the challenge of scaling its personalized customer service to handle over 350,000 monthly inquiries on WhatsApp without sacrificing its personal touch. To manage this growth and free its teams for more complex relationship-building tasks, the bank turned to the Salesforce Service Cloud platform and its Agentforce AI agents.

By implementing Salesforce's Agentforce, Agibank automated routine inquiries for loan statuses and FAQs, seamlessly routing customers within WhatsApp. This solution delivered significant results, including an 80% deflection rate for the loan status agent handling 70,000 inquiries monthly and a 30% deflection rate for the FAQ agent. The integration with Salesforce Service Cloud and Data 360 provided a unified foundation that improved efficiency, reduced service effort, and enabled faster, more personalized customer engagement.

Agibank