Agentforce Voice is a conversational AI tool that enables voice-based interactions between borrowers and your loan officers. It understands borrower intent from spoken input and generates spoken responses. Every interaction is accompanied with real time call transcript and AI-driven recommendations. It can connect seamlessly with telephony systems to deliver intelligent and conversational customer experiences. An agentforce voice agent is configured in the same way as a text agent except that we add voice as channel to the agent and tune the voice settings under Telephony.
How Agentforce Voice works
When a borrower calls, Agentforce Voice first converts the borrower’s speech into text, then evaluate the requirements from the text and prepare a response. It is then converted into natural-sounding audio, so the borrower hears it as part of a smooth, real-time conversation.
Voice capabilities of Agentforce Voice
- Salesforce Voice (native Telephony):
- No dependency on external Session Initiation Protocol(SIP) trunking or Public Switched Telephone Network (PSTN) transfer configurations.
- Handoffs between agents and loan officers is seamless.
- Full transcripts including call transfers are maintained
- Integration with telephony providers
- Supports PSTN for traditional phone calls and SIP for internet based calling
- Requires compatibility with standard telephony technologies like PSTN or SIP to connect calls between Salesforce and your telephony provider.
Mortgage specific use cases for Agentforce Voice
Agentforce Voice is relevant to mortgage firms since calls are high touch, time sensitive and document heavy. Agentforce voice can access CRM information like loan data, borrower profile and take actions like update records, trigger workflows and create cases in real time.
Let us explore some use cases:
- Loan inquiry & pre-qualification
- When a First-time buyer calls or clicks “Talk to us’, voice agent can
- Ask dynamic questions (income, property value, credit range)
- Runs pre-qualification flow
- Create a lead and assign to a loan officer
- When a First-time buyer calls or clicks “Talk to us’, voice agent can
- Assist in loan application process
- When aborrower is stuck while filling loan application, agent can
- Guide borrower step-by-step
- Explain loan related queries like DTI, what documents to upload etc.
- Pull data from CRM and LOS
- When aborrower is stuck while filling loan application, agent can
- Check Loan status
- Retrieves loan stage from Salesforce/Jungo and explain the status in plain language
- Answer refinancing queries
- Run actions to access borrower profile.
- Create lead under loan purpose Refinance.
Use cases for Realtor/ Partner clients
Realtors are repeat, high-value partners. If there is a realtor partner portal in place where the realtor can check details of the clients, agentforce voice agent can act in the following:
1. Loan status updates for realtors
When a realtor calls for update on client loan, the agent can provide loan status and expected closing time instantly hence removing the dependency on loan officers for routine updates.
2. Pre-approval checks during property visits
During a property visit, when the realtor needs quick answer, agentforce voice can help him
- Eg: In the portal , realtor asks the agent “Can my client afford 3000 usd property?” , then the Agent pulls borrower profile and check details to find he is eligible.
Agentforce Voice can transform mortgage operations by acting as a 24/7 intelligent voice assistant for both borrowers and realtor partners. Voice is easier than chat for complex financial queries. Also , it can captures leads even after business hours. It streamlines high-volume interactions like loan inquiries, status updates, and document follow-ups, while delivering personalized, real-time responses using CRM data. By automating routine conversations and enabling faster decision-making, it helps mortgage firms improve customer experience, increase conversion rates, and allow loan officers to focus on more complex, high-value interactions.
To learn more, click Agentforce Voice: AI Voice Agents For Every Channel | Salesforce
