Agentforce Voice: 4 Best Practices for Financial Services Companies

Even in an era of instant messaging and self-service apps, when things get complicated, most people still pick up the phone. In fact, 81% of service professionals say voice is the go-to channel for tricky issues.

The problem? Outdated IVR systems make them crawl through endless menus and wait on hold.

That disconnect comes at a price:

• 32% of customers walk away after just one poor experience, even with brands they previously loved. (PwC)
• On the flip side, 86% of buyers are willing to pay more for a great customer experience (PwC).

This is where Agentforce Voice comes in. It listens, understands, and responds naturally — giving financial services companies the tools to connect with customers in a faster, smarter, and more human way.

With Levelshift’s Salesforce consulting expertise, organizations can implement Agentforce Voice smoothly, tailoring it to their unique needs and making every phone interaction a seamless experience.

What Are Voice AI Agents?

Voice AI agents are AI-powered virtual assistants that engage with customers through natural conversation. Unlike static IVR menus or scripted chatbots, these agents leverage natural language processing (NLP) and speech recognition to understand intent, emotion, and context.

They comprehend and respond in ways that feel human. Whether it’s handling a billing query, verifying identity, or providing financial advice, Voice AI agents can offer instant, personalised, and accurate interactions.

How Do Voice AI Agents Work?

At their core, Voice AI agents combine several layers of AI technology:

1. Automatic Speech Recognition (ASR): Converts spoken language into text in real time.
2. Natural Language Understanding (NLU): Interprets the intent behind a customer’s words.
3. Dialogue Management: Decides the next best response or action based on rules, data, and context.
4. Speech Synthesis (TTS): Generates lifelike responses in a natural, human tone.
5. Integration Layer: Connects with CRM, policy management, or core banking systems to pull or push relevant data.

Agentforce Voice, powered by Salesforce’s Einstein 1 Platform, brings all of this together. It integrates customer data, security, and compliance controls within one ecosystem — which means, every interaction is not only efficient but also trusted and auditable.

How Is Voice AI Transforming Financial Services?

The financial services industry (FinServ) thrives on trust, accuracy, and speed — three qualities that voice AI agents can amplify.

• 24/7 Availability: Customers can check account balances, request statements, or initiate claims at any hour, without waiting in a call queue.
• Personalised Interactions: Integrated with CRM and transactional data, an Agentforce Voice AI can greet a customer by name, recall recent interactions, and provide contextual help.
• Operational Efficiency: By automating repetitive calls (like KYC updates or loan status checks), financial institutions can reduce service costs by up to 40%.
• Compliance and Security: Built on Salesforce’s secure platform, every conversation is logged with full traceability — supporting audit and compliance requirements.
• Scalability During Peak Times: During high-volume events (e.g., policy renewals or loan repayment reminders), AI voice agents handle surges without compromising service quality.

How Can Agentforce Voice Help FinServ Companies?

This is where Agentforce Voice truly shines. For banks, insurers, and wealth managers, the benefits go beyond automation.

Banking and Payments

• Handle balance inquiries, card activations, and lost card reports instantly.
• Proactively alert customers about suspicious transactions.
• Reduce call center load during payment due dates or outage periods.

Insurance

• Automate First Notice of Loss (FNOL) calls with empathetic, guided voice flows.
• Streamline policy renewals and claims tracking without human intervention.
• Provide multilingual support across customer segments.

Wealth and Investment Management

• Prepare clients for meetings by summarising portfolio performance and key updates.
• Offer voice-driven scheduling and account review summaries.
• Enable advisors to focus on relationship building instead of administrative calls.

Compliance and Governance

• Maintain full audit trails of all voice interactions.
• Embed firm-level disclosures, scripts, and identity verification seamlessly.
• Ensure every AI response aligns with industry regulations and internal risk policies.

Agentforce Voice transforms the call center into a strategic experience hub, turning every voice conversation into an opportunity for loyalty, upsell, and trust-building.

Voice AI Agent FAQs

1. Are Voice AI agents secure?
   Agentforce Voice uses Salesforce’s enterprise-grade data protection, encryption, and audit mechanisms to ensure compliance with regional and global standards.
2. Can they understand different accents and languages?
   Modern voice AI engines are trained on diverse speech datasets, improving comprehension across geographies and dialects.
3. Can it work alongside the AI tools you already use?
   Agentforce Voice connects through Salesforce APIs, so it can run alongside your existing workflows, analytics, AI assistants, or low-code apps — giving you flexibility without disrupting what’s already in place.

What’s the Future of Voice AI Agents?

Voice AI is moving from scripted automation to autonomous conversation. The future lies in emotionally aware agents — systems that detect tone, stress, or satisfaction and adapt in real time.

In financial services, this could mean:

• Detecting frustration and instantly routing to a human advisor.
• Using predictive analytics to recommend next-best actions mid-call.
• Integrating voice with other channels — chat, WhatsApp, or video — for seamless omnichannel service.

Agentforce Voice stands at this intersection of AI, data, and trust — helping financial institutions deliver faster, safer, and more human service experiences at scale.

Final Word

As customer expectations rise and competition grows, voice is making a comeback. With Agentforce Voice, financial companies can combine the warmth of real conversation with the speed and accuracy of AI, turning every customer interaction into a meaningful experience.

Levelshift helps make this transformation effortless. From setup to customization, we guide financial organizations to get the most out of Agentforce Voice — improving customer satisfaction, reducing wait times, and making every call faster, smoother, and more human.

Talk to us today