1、Insights and trends on AI,digital engagement,and customer loyalty from 9,500 consumers worldwideSECOND EDITIONThe ConnectedFinancial ServicesReportThe financial services industry is no stranger to innovation,including artificial intelligence(AI).From detecting and preventing fraud to making better u

2、nderwriting decisions,AI has played a prominent role in the sector for years.What if financial services institutions had a limitless workforce?The next generation of AI agents is set to again revolutionize financial services through a new source of digital labor that automates tasks,enhances custome

3、r experiences,and ensures the highest compliance.Our latest Connected Financial Services Report,based on a new survey of 9,500 global consumers,reveals plenty of expectations and pain points for agents to address,such as:47%of consumers often have to repeat or re-explain information to different rep

4、resentatives 56%of consumers say their institutions dont proactively anticipate their financial needs Only 15%of customers say their institutions exceed expectations for actionable insights and tips that improve their financial healthSalesforce believes the shift to agents will benefit customers thr

5、ough faster,more seamless sales and service experiences.At the same time,representatives and advisors will be freed up from rote tasks to spend more time with customers and strengthening relationships that foster better financial health.This shift will also fulfill a key expectation of consumers esp

6、ecially younger ones for an outsized role of AI in their relationships with financial institutions compared to other industries.But like with any new technology,firms need to ensure that the underpinning data is managed with high standards of security and privacy,and that compliance is maintained wi