AI as a strategic ally for banking and investment
Artificial intelligence is driving a new era in financial services. In an environment where trust, precision and immediacy are crucial, organisations must operate with flawless efficiency without compromising on quality. AI enables automation, anticipates client needs and frees human teams from repetitive tasks so they can focus on delivering value.
Intelligent automation, omnichannel service and advanced knowledge management are just a few areas where AI is already generating tangible results. In this context, the real difference lies not just in having technology, but in how it is integrated, securely, traceably and in line with business processes.
Agentforce: Salesforce’s answer to secure, actionable AI
Agentforce is Salesforce’s new platform that takes artificial intelligence to an operational level within the CRM. Unlike traditional chatbots, these AI agents understand customer context, access corporate data and execute actions directly within Salesforce – always under control and with full traceability.
Powered by the Einstein Trust Layer, Agentforce ensures the highest level of data security and governance. Its conversational agents combine natural language processing with business logic, executing real-time tasks ranging from responding to client queries to triggering internal workflows. In the financial sector, this means faster, more accurate and more secure service.
Success Story: AltamarCAM and Redk –A New Way to Serve Investors
AltamarCAM, an independent asset manager specialising in private assets, manages over €20.8 billion in assets under management. Its philosophy centres on delivering tailored investment solutions, with a focus on capital preservation and long-term value creation.
In an environment characterised by sophisticated investors and complex processes, ensuring fast, accurate, and reliable client service was a key challenge.
Together with redk, AltamarCAM decided to implement intelligent agents that integrate corporate knowledge and internal processes. The objective was to optimise operations and enhance the client experience – without compromising quality or regulatory compliance.
Implementation and Use Cases
Case Deflection: Automating Frequent Enquiries
The first agent developed automatically responds to routine investor questions, freeing the team from repetitive tasks and ensuring consistent, accurate answers.
Example: Tax Enquiry – “Where can I find my tax information?”
- Direct access to the investor portal.
- Display of historical documents, tax certificates, and transaction records.
- Redirect to a human agent only when required.
Example: Account Overview – “What can I see in my Account?”
- Information on investment commitments, contributions, distributions, and key performance metrics (DPI, RVPI, TVPI).
- Data displayed in the user’s selected currency.
Internal Agent: Supporting the Participant Administration Team
Beyond client interactions, an internal agent was implemented to assist the team with complex internal queries such as:
- “Show me all this client’s investments in Fund XXX.”
- “List all open cases for this client and their current status.”
This agent enables the team to:
- Optimise information searches across multiple records and complex relationships in Salesforce.
- Ensure full compliance with internal procedures defined in the knowledge base.
- Reduce time spent on operational tasks while minimising human error.
Ongoing Developments: Enhancing Analysis and Onboarding
AltamarCAM is also exploring new applications of AI to extend its impact across operations:
- Smart meeting summaries: integrating historical data to provide overviews of client interactions, positions, and strategic recommendations.
- Onboarding assistance: guiding investors step by step through investment contract completion, adapting information to each client’s context.
Results and Expected Benefits
Following the implementation of intelligent agents, AltamarCAM has already begun to see tangible improvements in its daily operations. Automating frequent enquiries has significantly reduced the need for human intervention, enabling more efficient management of complex requests while maintaining full compliance with internal procedures.
Resource optimisation has allowed teams to dedicate more time to high-value strategic tasks, while investors benefit from a faster, more reliable, and more satisfying experience.
Overall, this project demonstrates how artificial intelligence can become a strategic ally, transforming internal operations and strengthening client service – without compromising security or service quality.
Looking Ahead: AI that Empowers People and Processes
The financial institutions that lead the future will be those that integrate AI responsibly, in line with their operational models and service culture. The goal is not to replace people, but to enhance their ability to deliver more human, efficient, and insightful service.
Agentforce embodies that vision – an AI that understands context, acts with sound judgement, and respects governance. Experiences such as AltamarCAM’s show that it is possible to achieve greater efficiency and client satisfaction without compromising on security or service standards.
For financial leaders, the key lies in advancing towards a more agile, knowledge-driven organisation, where technology amplifies human value.
With solutions like Agentforce, and trusted partners such as redk, artificial intelligence is no longer a trend – it is a tangible engine of transformation.
