Salesforce reports that Southern Cross Credit Union (SCCU), an Australian customer-owned financial services provider, has gone live with Agentforce Voice. Its voice agent, Nova, gives account balances to 95% of verified customers who choose the balance option, and handles 7% of all customer calls in its first few months.
Nova verifies callers before sharing any data and passes requests to backend tools connected to Service Cloud. If a caller sounds frustrated or distressed, Nova routes the call to a live team member with the conversation context.
Salesforce Forward Deployed Engineers helped SCCU build, test and launch Nova in six weeks. SCCU says routine calls had pushed average wait times from under two minutes to nearly eight.