MUFG Bank First in Japan to Select Salesforce's "Agentforce for Financial Services"
Salesforce Japan announced that The Bank of Tokyo-Mitsubishi UFJ has selected the autonomous AI agent "Agentforce for Financial Services" specialized for the financial industry. This case represents Japan's first implementation of Agentforce for Financial Services.
The Agentforce for Financial Services selected by Mitsubishi UFJ Bank this time features one of the latest capabilities of "Agentforce 3" announced by Salesforce in June: more advanced industry-specific pre-built actions. With over 200 industry-specific Agentforce actions, implementing companies can immediately utilize AI agents and achieve efficiency improvements across all business operations. Agentforce for Financial Services automates key tasks in front-office operations in the financial industry, enabling financial institutions to dedicate more time to higher value-added customer engagement.
Background and Purpose
Mitsubishi UFJ Bank introduced Salesforce's Financial Services Cloud (FSC) as a new CRM system starting in April 2025, aiming to centralize customer data and strengthen sales capabilities while improving customer experience. To further accelerate these initiatives through AI agent utilization, they decided to select Agentforce for Financial Services. Since Agentforce is natively integrated with FSC, it can immediately utilize AI agents specialized for financial industry needs by leveraging past sales history and customer data, with its responsiveness and high compatibility being highly evaluated.
Salesforce Support and Effects
Through the introduction of Agentforce for Financial Services, Mitsubishi UFJ Bank expects to achieve improved proposal quality through effective data utilization and dramatic improvements in operational efficiency, enabling the provision of faster and higher value-added customer experiences than ever before. As practical applications, they are considering advanced business operations through collaboration between sales representatives and AI agents, including pre-meeting customer insight presentation, follow-up during meetings, and post-meeting follow-up for sales representatives.
Furthermore, the bank has been utilizing Professional Services since the initial FSC introduction to promote agile operations and expand use cases for AI utilization including Agentforce. This supports value creation based on vast amounts of data, improved operational productivity, and the establishment of new working styles for employees. Additionally, the Signature Support Plan strongly supports the bank's digital transformation.
Mr. Yu Takei, Senior Research Officer, System Planning Group, Corporate & Wealth Management Planning Department, Mitsubishi UFJ Bank, stated: "Since this fiscal year, through the introduction of FSC, we have established a system that allows instant access to customer information needed in sales situations, working to improve operational quality. By introducing Agentforce for Financial Services this time, we expect to enter a more advanced phase of 'sales support' and 'customer experience.' Going forward, we aim to gradually expand the scope of utilization within the bank and further strengthen on-site sales capabilities and improve customer satisfaction."
Future Outlook
Mitsubishi UFJ Bank plans to gradually expand the scope of Agentforce application and enhance business areas executed on FSC. Through this, they aim to deepen customer understanding and provide better customer experiences.
Norbert Gehrke
