6 Key AI Trends Shaping Financial Services in 2024

Financial institutions are rapidly shifting from AI exploration to execution, according to insights shared at the recent Agentforce World Tour. Here are the critical takeaways:

1. Maturity Over Hype

AI delivers results only with strong foundations: "The institutions seeing measurable value aren’t chasing trends. They’re investing in readiness" including CRM architecture and trustworthy data workflows.

2. Human-Digital Collaboration

"This might be the last generation of CEOs who manage only people" - AI is augmenting roles rather than replacing them, with examples like auto-generated call summaries for contact centers.

3. Built-In Governance

Trust is non-negotiable in financial services. Salesforce's trust layer provides auditability and controls essential for regulated environments.

4. Role-Based AI Agents

Specialized agents are already operational - one commercial banking example prep credit memos while "flagging risk factors and aligning content to policy guidelines".

5. Business-First Approach

Success is measured by outcomes: "Clients are unlocking productivity, reducing churn, and scaling personalization with measurable ROI". One institution saves tens of millions annually through AI automation.

6. Strategic Partnerships

Implementation requires more than software - firms need partners who understand "your business model and your regulatory reality".

Next Steps

For institutions ready to act:

• Watch demo of Retention Agent
• Read case study on Houlihan Lokey's AI implementation
• Connect with experts

"AI is no longer conceptual. It’s operational, measurable, and already creating real business results" - with trust and governance as critical enablers.