Brazilian Bank Agibank Leverages AI to Automate Loan Status Inquiries

Agibank, a Brazilian bank that specializes in serving retirees and public sector employees, has implemented an AI-powered loan status agent using Agentforce from Salesforce. This move aims to improve customer service while preparing for expected growth of up to 40% without increasing operating costs.

The agent, which is integrated with WhatsApp, uses natural-language processing (NLP) to understand customer inquiries and provide instant updates on their loan proposals. The agent can handle routine requests autonomously, freeing human customer support agents to focus on more complex issues.

Within three weeks of launch, the agent had already handled 22,500 loan status inquiries per month with a 75% deflection rate, indicating its success in automating high-volume requests and reducing service costs. Agibank's teams are using Tableau Next to monitor the agent's performance and identify areas for improvement.

According to Akira Vargas Morishita, Service Agents Leader at Agibank, the goal is to 'simplify the first contact experience and make service navigation more intuitive and conversational for customers.' By achieving this, Agibank aims to provide fast, personal service without being robotic.