ANZ has integrated Salesforce’s Agentforce 360 platform into its CRM system for business banking, positioning the bank as one of the first in Asia-Pacific to leverage this technology on a large scale.
The Australian financial institution announced the deployment early in February 2026, following a nationwide rollout to business bankers and frontline staff. The new CRM platform has superseded legacy systems, consolidating data from 20 different platforms into a unified dashboard.
This implementation is part of ANZ’s strategic roadmap for 2030, aiming to boost the business banker workforce by nearly half while enhancing operational efficiency through advanced technology. The bank operates in Australia, New Zealand, and certain Asia-Pacific regions.
Agentic AI Enables Complex Task Automation
Unlike traditional AI assistants, Agentforce 360 performs autonomous multi-step tasks, generating real-time account summaries. ANZ predicts that this will save business bankers roughly one month of work each year in data collection.
Through a conversational interface, bankers can query customer data, access insights, and navigate information without needing to manually search the system. The platform also streamlines workflow organization, opportunity detection, and activity prioritization based on customer behavior patterns.
ANZ business bankers utilize this tool for managing commercial lending relationships, cash management services, and advisory roles with small and medium-sized enterprises (SMEs). The CRM connects to core banking systems, transaction platforms, and external data sources to provide comprehensive customer profiles.
Unified Platform Reduces Administrative Burden
Previously, business bankers had to navigate multiple systems to gather customer information, which increased the time spent on administrative tasks compared to direct client interactions. Now, with a single platform, they can reduce this navigation and standardize data access.
Salesforce’s Agentforce 360 operates on its Einstein AI framework, processing natural language queries and executing actions across connected systems. The platform integrates seamlessly with Salesforce’s core CRM functionalities for sales pipeline management, service case handling, and marketing automation.
ANZ has incorporated user feedback into the platform’s configuration and ongoing development to refine agentic workflows and output formats based on real-world usage data from the deployment.
Future Digital Banking Initiatives
Looking ahead, ANZ plans to expand its ANZ Plus digital banking interface to most SME customers by late 2027. Currently, ANZ Plus serves retail clients with mobile-first banking features.
