Agibank WhatsApp loan-status agent

What was done

Agibank built a loan status agent with Agentforce to handle routine WhatsApp questions from customers asking about loan proposals. After CPF identity verification through an omni flow, the agent searches open opportunities tied to the customer, turns order data into a conversational status update, and logs a summary in Agentforce Service. Compliance or fraud risks are escalated to a human rep. Within three weeks, the agent handled 22,500 monthly inquiries with a 75% deflection rate and has now handled 245,000 loan inquiries since launch.

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