Service request pain points and delivered service capabilities
Key Takeaway
In discovery, match each banking service pain point to the Agentforce Financial Services capability that solves it. Preventing an inbound case is almost always better than resolving it quickly.
Banks often struggle with service. Reps work in old, siloed systems, processes are manual, and customers wait or repeat themselves. Agentforce Financial Services addresses these pain points across the whole case lifecycle. It deflects cases where possible, then supports intake, processing, and resolution for the cases that still come in. Its tools include prebuilt service processes, automation, and AI agents. During discovery, a consultant matches each pain point to the capability that solves it.
Common service pain points
A core pain point is the reps' tools. Decades-old, disjointed legacy systems make it hard for reps to find actionable information. As a result, customers are often asked to repeat the same details across service interactions.
Even simple requests can be slow. Reversing an unexpected overdraft fee, for example, can take a rep several minutes of switching pages to sift through case history, transaction data, and bank policies. Meanwhile, the customer waits on hold.
Other common gaps between service delivery and customer expectations include:
- Many service processes with little automation
- Hard integrations with core banking and other banking systems
- A mix of simple STP requests and complex back and middle office collaboration requests
- Slow service with long wait times
- Failing to resolve customer problems