Example - Cumulus Financial Service Agent

This demo shows the value of integrating Data 360, Agentforce, and Slack. By using structured and unstructured data and real-time insights, Agentforce, powered by Data 360, helps Cumulus Financial streamline processes and meet diverse customer needs.

Business Goal: Cumulus Financial wants to improve operational efficiency and customer experience with AI.
Use Case: A Cumulus customer wants to check the status of their loan applications and asks about credit cards, mortgages, and financial advisory services.

Watch this video to see how Cumulus puts it all together.

Financial Services: Agentforce in Action
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Here's an overview of the tasks you can complete to build a similar workflow. Bookmark this page for easy reference.

The most helpful AI solutions are grounded in trusted, accurate, and relevant data. Data 360 helps you consolidate disparate data sources into unified customer or account profiles that supercharge AI and Agentforce. With capabilities like zero-copy data federation and ingestion and indexing of unstructured data, Data 360 provides the foundation for a strong Agentforce implementation.

  1. Set up a Data Cloud Architect user.
  2. Create new users and assign any needed Data 360 permission sets.

In the Cumulus Financial demo, Agentforce pulls information from multiple single-topic documents, like one-page PDFs on fixed-rate and adjustable-rate mortgages. To make this data available, a data admin first ingests and chunks it.

Data 360 includes connectors for ingesting unstructured data from third-party applications and sources. Some connectors (such as Amazon S3, Azure, and Google Cloud Storage) require file notification pipelines.

After setting up an unstructured data connection, create a vector search index or a hybrid search index by using Data 360 defaults or the advanced builder. The search index chunks your content and helps make sure the outputs match your user intent and context.

  1. Select a connector for your unstructured data.
  2. Create a vector or hybrid search index.

Cumulus Financial stores loan applications in structured data tables in Snowflake. Data 360's zero copy data federation is a capability that gives you direct, secure and near real-time access to partner data using. You can run queries on that day without copying it into Data 360. This ensures Agentforce can access your structured data directly from Snowflake.

Read more about zero copy data federation in Data 360.

Set up the Snowflake connector.

Agentforce is the agent-driven layer of the Salesforce Platform. It helps you deploy AI agents that work alongside employees to extend your workforce and serve customers 24/7.

In the Cumulus demo, the financial services agent crafts responses based on queries from both structured and unstructured data sources. By synthesizing information across disparate documents, and presenting it in a clear, actionable way, Agentforce ensures that your customers receive detailed and meaningful responses that are informative and easy to understand.

  1. Turn on Einstein Generative AI.
  2. Enable Agentforce.
  3. Review the best practices for and assign agent user permissions for your data space and objects.
  4. Set up financial advisor assistance.
  5. Create an agent from the Agentforce financial advisor assistance template.

Using prompt templates that you build in Prompt Builder, your financial services agent can use Einstein Search capabilities to navigate your unstructured data effectively.

  1. Enable Prompt Builder.
  2. Create a prompt template.

Finally, if your financial agent’s interaction creates a lead opportunity, as we saw in the demo, you can route that information to the appropriate team in your organization. A flow can take an Agentforce session summary as an input, gather additional details about the customer account from Data Cloud and create a new Lead Object in Sales Cloud. The flow can then post the lead details to a Slack group, so the team can follow.

  1. Connect Salesforce and Slack.
  2. Set Up Sales Cloud for Slack.
  3. Build a flow.
  4. Send a Slack message to a channel.

Data 360, Agentforce, and Slack integrate structured and unstructured data and makes critical information visible to your team and customers in near real-time, streamlining communication and keeping teams in sync. This enables faster, data-driven decisions, optimized workflows, and enhanced customer interactions, increasing operational efficiency and driving impactful business outcomes.