PenFed deployed Salesforce's AgentForce AI to modernize its banking operations for 3 million members. The system saves roughly 30,000 minutes per day in call summarization, cut held calls by 40%, and reduced support calls by 30%. Executives project the platform could help double revenue from $30 billion to $60 billion.
It is no longer sustainable to rely on the traditional ways of banking.
If you're not leading in AI, you're basically irrelevant.
There's 10,000 other financial institutions across the United States that people can choose. You have to wake up hungry.
This digital race is very relentless.
The risk to PenFed of not modernizing is if you're not running, if you're not changing, you're dying as a financial institution. PenFed has been serving the military community since 1940. 35.
When we expanded to being able to serve everyone, we needed a platform and we needed technology that could scale.
We had a lot of technical complexity coming from aging technology solutions.
We had to transform our whole entire business. At PenFed, we believe in the power of agentic AI, and that is the reason we partnered with Salesforce.
Salesforce is part of everything that we do. The products that we use exist in the fabric of who we are as an organization.
We're dealing with 3 million members, millions of transactions a day. It has to be right each and every time.
The consolidated view that we provide to members through the Salesforce platform helps them feel like they aren't just an account number.
Seeing the capabilities of AgentForce and what agents can do, it was absolutely game-changing.
You could see the agent responding in an extremely empathetic and accurate way. It was in that moment that we knew AgentForce was the answer.
Using AgentForce, PenFed was able to create call summarization and save on average 3 And that's for every conversation that our agents handle on a daily basis. Roughly 30,000 minutes in savings per day.
We saw a 40% reduction in held calls and 30% reduction in calls for support. When you take over 10,000 calls a day, that adds up to real time that we're able to be able to give back to our members.
I've seen the power, I've seen the savings. We're about $30 billion today. We can be a $60 billion firm on the Salesforce platform.
Because we're using AgentForce for Financial Services, the guardrails And the capabilities that are shipped out of the box with the platform give us significant competitive advantage.
It gives us a lot of joy when we see our members walking away one step closer to achieving their financial dream.
The best organizations today that are truly harnessing the power of AI are using Salesforce. It has the depth and breadth to scale with any size organization.
