[ case study · Financial Services ]
An Agentforce service agent for a lending platform
A Data-Cloud-grounded Service agent that resolves tier-1 questions end to end and escalates the rest with full context.
Representative results · client-approved metrics pending
[ the challenge ]
Support volume scaled with the loan book, but every action needed a compliant, audit-ready trail. Off-the-shelf chatbots could not safely take action or stay grounded in real account data.
[ our approach ]
- Unified account and knowledge data in Data Cloud for retrieval
- Scoped the agent to a narrow set of tier-1 topics and governed actions
- Wrapped each action in Apex with full audit logging and escalation
- Instrumented deflection, resolution time, and CSAT before launch
[ the results ]
Within the first quarter the agent was deflecting more than a third of tier-1 tickets and cutting resolution time by 42%, with every action logged for audit and zero PII incidents.
“MindBlaze stood up our Agentforce service agent in weeks, and it actually deflects real tickets. They understood our data before they touched the org.” — VP, Customer Operations — lending platform Illustrative attribution
[ let's talk ]
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