Thousands of borrower inquiries are to be handled by mortgage lenders daily. Addressing all of them is an overwhelming task for the loan officers and support staff. An intelligent AI Mortgage assistant can handle these inquiries quite efficient with quick and accurate responses to every borrower inquiry, thus improving borrower experience and operational efficiency.
With Salesforce Agentforce, mortgage firms can build their own agents which operate 24/7 and deploy them to their website where the agent can interact with borrowers, address their loan inquiries and perform certain automations like Creating a Lead record, changing loan status of records, sending emails etc.
In this blog, we’ll explore how to build an Agentforce-powered mortgage agentthat helps borrowers explore loan products, schedule consultations, and receive personalized guidance.
The agent can be embedded into a customer-facing portal created using Salesforce Experience Cloud which allows borrowers to explore loan options, Track application status or into an external website.
AI powered mortgage agent can:
- Provide information about available loan options
- Retrieve borrower details from the CRM
- Give suggestions on suitable loan options
- Schedule calls with loan officers.
These capabilities are fulfilled based on certain configurations we make when we build the agent including the Topics the agent to be associated with, instructions on how to fetch record details, show data in the conversation, the actions to be taken at each step etc.
Setting Up Mortgage Agent (Agentforce Service agent)
- Required org features (Einstein, Agentforce).
- Required permissions to create and manage Agentforce Service agents:
- Manage Agentforce Service Agents permission set
- Manage AI Agents
- Turn on Einstein
Go to Setup-Type Salesforce Go in quick find box-Select Salesforce Go
In Search bar, type and select Agentforce for Service.
Turn on Agentforce for Service
Creating the Mortgage Service Agent in Agentforce
The next step is building the agent using Agentforce Builder.
Go to Set up-Type Agentforce Agent in the Quick find box
Click New Agent
Select Agentforce Service Agent, then click Next.
The process includes defining conversation topics and connecting them to actions that retrieve or process data. We will discuss about these in detail in an upcoming article.
To learn more about How Agentforce Can Transform the Mortgage Industry, click Agentforce 360 Platform (Formerly Salesforce Platform) | Salesforce
