Agentforce Powers Instant & Accurate Customer Support for Mortgage Leader
This success highlights a growing reality: legacy knowledge management systems aren’t built for today’s pace of service. Companies that still rely on static documents and siloed information will struggle to keep up with rising customer expectations. By embedding Agentforce into everyday workflows, financial institutions can improve response times, eliminate friction, and create a smarter, more scalable support system.
For four decades, this organization has been known for its dependable service in mortgage servicing and lending. However, it found itself challenged by rising customer expectations for quick, accurate answers, necessitating the right tools for agents to deliver them without delay.
Challenges included:
To uphold service quality while improving efficiency, this organization partnered with Coastal to improve access to critical information and eliminate manual customer support processes.
Coastal designed and implemented an AI customer service assistant solution that seamlessly integrates Salesforce Agentforce into this organization’s Loan Servicing Platform—giving agents instant access to the information they need.
With this Salesforce AI-powered knowledge assistant, agents work faster, respond more accurately, and spend less time navigating disconnected systems.
The impact is clear:
By leveraging Coastal’s expertise in financial services and intelligent automation, this organization has built a customer support system that delivers immediate business value while competitively positioning them for growth.
Coastal’s AI and industry expertise made all the difference—this Agentforce project is already producing real results!
