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The launch of Agentforce in 2024 ushered in a new era of AI-powered Salesforce solutions. 2025 was a pivotal year where financial services organizations started to discover the growth opportunities that emerge from implementing AI agents. It was also a year that taught Salesforce a lot about what companies are looking for in their AI transformation, and that feedback has resulted in a steady rollout of new features and updates.
We spent 2025 helping our clients get prepared to implement Agentforce, including data readiness, integration strategy, and industry-specific Agentforce use cases. 2026 is shaping up to be the year of the agentic enterprise, a collaborative ecosystem where humans and AI agents work together to deliver the seamless service experiences that build long-term loyalty. Humans have the time to build relationships and bring empathy to the moments that matter most while AI agents handle the busy work and tackle compliance on the back end.
This is a paradigm shift for the industry and the firms that are moving quickly with the right guardrails and the right partnerships are gaining a competitive advantage. Best practices are forming today as firms accelerate their adoption of agentic AI. In the financial services industry alone, AI and agent actions grew at a monthly average rate of 105%. The stage is set for 2026 to be a year full of opportunity, and these four trends are shaping the agentic enterprise.
Accelerating agent implementation with Agentforce 360 for Financial Services
In order for AI to deliver results, it needs context. It needs to understand customers and their data as well as an organization’s policies and procedures. Salesforce has built this into the Customer 360 platform over the years, and when they started building agents, Customer 360 served as the foundation. Agentforce 360 has a library of pre-built industry agents to offer organizations a starting point with guardrails to help them start implementing agents quickly.
Some organizations may be concerned that not all of their data and business processes sit on Agentforce 360, but from the very beginning, the platform has been open and interoperable so that it can fit within your architecture. When it comes to data sitting in core banking systems or policy administration systems, Data 360 (formerly Data Cloud) brings both structured and unstructured data into the platform.
Financial institutions are going to have agents in Salesforce and on other systems, but solutions like MuleSoft Agent Fabric create a cohesive ecosystem of these agents. MuleSoft Agent Fabric is a new innovation that transforms unmanaged AI agents into a secure and intelligent network, providing a single place to register, orchestrate, govern, and observe every agent, regardless of where it was built (including outside of Salesforce).
Managing complex conversations with Agentforce Voice
In an emergency, customers often want to get on a phone call instead of a chat. With Agentforce Voice, financial institutions can design, test, and deploy voice-enabled agents directly from the Agentforce Builder they are already using. These agents are context-aware and able to pull customer history, preferences, and past conversations directly from Salesforce. Because they are linked to your CRM, flows, and APIs, they can also update records, create cases, and trigger workflows.
Let’s look at an example of an insurance policyholder dealing with a flood in their home. They first engage with an AI agent in their insurer’s app, and as the agent learns more about the situation, it recognizes that the policyholder will need a proactive outbound call to address the issue. The voice-enabled agent, customized from a library of pre-built, high-quality voices, verifies identity and that the policy is active, kicking off the first notice of loss workflow and escalating it to a claims supervisor.
The claims supervisor can now ask Agentforce about the existing claims on the policyholder’s side and check for any red flags, a process that happens in seconds. When an adjuster is dispatched in the field, they have all of that data summarized on their mobile device so they can proactively service the policyholder’s needs with speed and empathy. And it’s all facilitated by AI agents.
Building compliance into workflows with Process Compliance Navigator
There are hundreds of regulations in the financial services industry and they often come in formats like long PDF files that teams have to manually crawl through to find relevant clauses. With Salesforce’s Process Compliance Navigator, you can quickly upload regulatory documents and use pre-built AI to extract those clauses. It builds business process compliance into your workflow, making agents more predictable and deterministic.
With Process Compliance Navigator, you can quickly add compliance controls and regulation policies using low-code/no-code tools like Flow, establishing the guardrails you need for each business process. Organizations currently have clause libraries sitting in their GRC system, compliance controls in another system, and business processes in Salesforce, resulting in a very fragmented view. The dashboard in Process Compliance Navigator shows a real-time view of the compliance landscape across the organization, saving teams a significant amount of preparation time when they meet with regulators.
New capabilities for digital lending and client engagement
According to a recent Redfin report, the “Great Housing Reset” is set to begin in 2026, a period of increasing home sales and normalization of prices as affordability improves. Redfin predicts that U.S. mortgage refinance volume will increase by more than 30% in 2026, and just in time for this next lending boom, Salesforce is redefining how loan origination is done with new capabilities in digital lending.
Salesforce’s new Digital Lending Platform helps teams design and launch profitable loan offerings, provides modern experiences for buyers and brokers, and reduces the loan application cycle time. By bringing loan products to market faster, teams can focus on customer relationships, which don’t end at loan closing. New agentic actions for client engagement go beyond the simple summaries of a copilot and surface insights that may have been overlooked, driving cross-sell opportunities and moving deals forward.
Our financial services experts are here to help your business tap into these AI innovations and empower human employees across banking, lending, wealth and asset management, and insurance. Reach out to our team to learn how we can help you achieve your specific goals.
