Managing thousands of customers while maintaining personalized service—this is the challenge keeping business leaders awake at night. Unlike purely transactional businesses, customer-centric organizations build long-term relationships that drive repeat business, referrals, and sustainable growth.
Phone calls remain the backbone of customer service in financial services and healthcare—industries where trust, accuracy, and compliance are non-negotiable. Yet traditional IVR systems frustrate customers with rigid menus, while human-staffed contact centers face mounting cost pressures and staffing challenges.
Enter Agentforce Voice, Salesforce's groundbreaking AI-powered voice solution introduced in the Spring '26 release. This isn't another chatbot masquerading as phone support. Agentforce Voice delivers natural, human-like conversations that understand context, emotion, and intent—while seamlessly integrating with your Salesforce CRM data.
In this guide, you'll learn:
Whether you're a wealth management firm handling client portfolio inquiries, a bank processing fraud alerts, or a healthcare organization managing patient engagement, Agentforce Voice can transform your phone channel from a cost center into a competitive advantage.
Agentforce Voice is Salesforce's native AI voice agent platform that enables organizations to build, deploy, and manage intelligent voice-enabled agents directly within the Salesforce ecosystem. Unlike traditional Interactive Voice Response (IVR) systems that rely on rigid, pre-defined menus, Agentforce Voice uses advanced natural language processing (NLP) to understand context, intent, and sentiment—enabling fluid, human-like conversations.
Salesforce-Native Integration
Agentforce Voice is built directly on the Salesforce platform, using the same topics, actions, and data that power your existing digital agents. Voice-enabled agents are context-aware, able to resolve tasks using your CRM data, flows, and APIs. This creates a seamless customer journey that feels connected and efficient across all channels.
Unified Build Experience
Using the familiar Agentforce Builder interface, you can enable new or existing agents with voice capabilities without switching platforms. This low-code approach allows business analysts—not just developers—to design, test, and deploy voice agents in weeks, not quarters.
Ultra Low-Latency Performance
Agentforce Voice is engineered for real-time conversations with minimal delay. Customers can speak naturally without awkward pauses, creating a responsive, professional experience that builds confidence and trust.
Multi-Channel Deployment
Deploy once and engage customers across phone systems, click-to-talk on websites, and mobile apps. This flexibility ensures consistent service experiences regardless of how customers choose to connect.
Financial services firms face unique challenges: high call volumes, complex regulatory requirements, and clients who expect immediate, personalized service. Agentforce Voice addresses these challenges head-on.
1. Client Account Inquiries
AI voice agents can instantly answer common questions like:
With CRM integration, agents access real-time customer data to provide personalized, accurate responses—reducing wait times from minutes to seconds.
2. Fraud Detection and Alerts
When suspicious activity is detected, Agentforce Voice can:
This proactive approach stops losses before they snowball while demonstrating your commitment to protecting clients.
3. Wealth Management Support
For RIAs and financial advisors, voice agents can:
4. Loan and Mortgage Processing
Automate routine touchpoints in the lending process:
5. Transaction Dispute Intake
When clients call to dispute charges, voice agents can:
Healthcare organizations can leverage Agentforce Voice while maintaining HIPAA compliance, thanks to Salesforce's robust security framework.
Patient Appointment Management
Benefits Verification
Prescription and Refill Support
Claims Status Inquiries
Service Cloud Voice—the foundation for Agentforce Voice—is covered under HIPAA, ensuring protected health information (PHI) is handled appropriately. Key compliance features include:
Successfully deploying Agentforce Voice in financial services or healthcare requires careful planning around compliance, security, and user experience.
Define High-Value Call Types
Identify the top 10-15 call types by volume and complexity. Prioritize calls that are:
Map Compliance Requirements
Work with legal and compliance teams to:
Design Conversation Flows
Create conversation flows that:
Leverage the Agentforce Builder
Use Salesforce's low-code tools to:
Select Appropriate Voice Profiles
Choose from Agentforce Voice's library of natural-sounding voices that:
Integrate with Telephony
Connect to your existing phone infrastructure through:
Conduct Compliance Testing
Verify that:
Perform User Acceptance Testing
Have representatives from compliance, operations, and customer service:
Run Pilot Programs
Start with a limited deployment:
Monitor Performance Continuously
Track key metrics including:
Iterate Based on Data
Use conversation analytics to:
For regulated industries, security isn't optional—it's foundational. Agentforce Voice provides enterprise-grade protections.
| Feature | Description |
|---|---|
| Encrypted Telephony | All voice traffic encrypted in transit |
| Real-Time Redaction | Sensitive data (SSNs, account numbers) masked automatically |
| Secure Vaulting | Credentials and sensitive data protected |
| Audit Trails | Complete logging of all interactions |
| Identity Verification | Multi-factor authentication options |
| Biometric Support | Voice print verification capabilities |
Financial Services
Healthcare
Agentforce Voice implementations can deliver significant returns. Here's how to measure success:
| Metric | Target | Impact |
|---|---|---|
| Cost per Call | 30-40% reduction | Direct cost savings |
| First-Call Resolution | 85%+ automated | Fewer callbacks |
| Average Handle Time | 20-30% reduction | Increased capacity |
| Customer Satisfaction | Maintain or improve | Retention |
| Compliance Incidents | Near zero | Risk reduction |
Cost Savings
Revenue Impact
Organizations deploying AI voice agents report:
Ready to transform your phone channel? Here's your roadmap:
Step 1: Assess Readiness
Step 2: Build Business Case
Step 3: Plan Implementation
Step 4: Partner with Experts
Working with a Salesforce implementation partner experienced in financial services and healthcare can:
What is Agentforce Voice and how does it work?
Agentforce Voice is Salesforce's AI-powered voice agent platform that handles customer phone calls using natural language processing. It understands context, intent, and emotion to engage in human-like conversations while accessing CRM data to resolve issues and complete tasks.
How is Agentforce Voice different from traditional IVR?
Unlike rigid IVR systems with numbered menus, Agentforce Voice understands natural speech, maintains conversation context, and takes meaningful actions like updating records or triggering workflows. Customers can speak naturally instead of pressing buttons.
Is Agentforce Voice compliant for financial services?
Yes. Agentforce Voice supports SOC 2, PCI-DSS compliance, and provides the security controls, audit trails, and recordkeeping capabilities required for financial services regulations. Required disclosures can be built into conversation flows.
Can healthcare organizations use Agentforce Voice while maintaining HIPAA compliance?
Yes. Service Cloud Voice is covered under HIPAA, and Agentforce Voice provides the necessary security controls, data encryption, access controls, and audit capabilities for protected health information.
What telephony systems does Agentforce Voice integrate with?
Agentforce Voice integrates with leading providers including Amazon Connect, Five9, NiCE, Vonage, and standard SIP trunks, allowing you to leverage existing telephony infrastructure.
How quickly can we implement Agentforce Voice?
With low-code tools and pre-built templates, many organizations can pilot production-ready voice agents in 8-12 weeks. Broader rollout timelines depend on use case complexity and compliance requirements.
What languages does Agentforce Voice support?
Currently, Agentforce Voice supports English (US and UK) and is available in AMER and Canada regions. Additional languages and regional support are planned for future releases.
How does Agentforce Voice handle situations it can't resolve?
Agentforce Voice includes intelligent escalation capabilities. When conversations exceed the AI's scope or detect emotional distress, calls are seamlessly transferred to human agents with full conversation history and customer context.
What's the pricing model for Agentforce Voice?
Salesforce typically prices Agentforce Voice based on conversation duration or tasks completed. Contact Salesforce or a certified partner for specific pricing based on your volume and requirements.
Agentforce Voice represents a paradigm shift in how financial services and healthcare organizations can deliver phone-based customer service. By combining natural language understanding, CRM integration, and enterprise-grade security, it transforms the phone channel from a necessary cost center into a strategic differentiator.
For regulated industries, the combination of compliance controls, audit capabilities, and intelligent escalation makes Agentforce Voice a compelling solution that meets both customer expectations and regulatory requirements.
The organizations that move first will set industry expectations and capture market share. With voice AI adoption accelerating across industries, now is the time to evaluate how Agentforce Voice can transform your customer experience.
Vantage Point specializes in helping financial institutions design and implement client experience transformation programs using Salesforce Financial Services Cloud. Our team combines deep Salesforce expertise with financial services industry knowledge to deliver measurable improvements in client satisfaction, operational efficiency, and business results.
David Cockrum founded Vantage Point after serving as Chief Operating Officer in the financial services industry. His unique blend of operational leadership and technology expertise has enabled Vantage Point's distinctive business-process-first implementation methodology, delivering successful transformations for 150+ financial services firms across 400+ engagements with a 4.71/5.0 client satisfaction rating and 95%+ client retention rate.