This is how AI in the pensions and retirement industry is transforming Colombia
When a person inquires about their retirement savings, they are not just asking for data; they are seeking peace of mind. They expect a clear and timely response about the future they have diligently built. For any financial institution, delivering on that promise is critical.
But what happens when the volume of inquiries outpaces the capacity to respond?


The challenge: Overwhelming inquiries and manual processes

A leading retirement services provider in Latin America was facing a significant operational bottleneck. The firm received an average of 2,000 monthly inquiries related to the status of retirement benefits. The customer support team could only handle about 480 of these cases each month. The most complex inquiries, such as tracking a specific benefit or the status of an application, took up to 20 minutes to resolve.
This situation created service delays and a strained client experience (CX). Without a scalable solution, the manual process was affecting both efficiency and customer satisfaction. The goal was clear: streamline the inquiry management process and deliver valuable information in the shortest time possible.
How can an AI agent improve customer service?
To address this challenge, an intelligent agent was implemented using Agentforce, an autonomous and proactive solution from Salesforce. This was not a simple chatbot, but a specialized, AI-powered assistant designed to consult retirement case data and provide answers in natural language. This was the first Salesforce intelligent agent of its kind in Latin America.
The agent was built to understand the company's entire business flow, from the initial filing and normalization of a case to contribution collection and the final benefit determination. This allows human advisors to quickly and accurately verify the status of any request.
To ensure accuracy and consistency, its architecture was based on five key elements:
- Initial Context: The agent's role was defined as an expert advisor, providing it with relevant case information, including client data and request details.
- Additional Data: The agent was integrated with Data Cloud, which functions as its single source of truth. This ensures all responses are generated from verified information.
- Logical Conditions: Specific validation rules were established (e.g., "if the case meets conditions X and Y, provide response A; otherwise, respond B").
- Style and Tone Guidelines: The language and vocabulary were defined to ensure all communication aligned with the company's brand voice.
- Final Response Structure: Detailed instructions were provided on how to structure the final output, including greetings, specific data points, and next steps.
The workflow is triggered automatically when a case is marked "In Progress." The system queries the client's data, executes the prompts, and generates a response. This is then formatted into a PDF template and emailed to the client, while the case is flagged for a final review by a human advisor.

AI for efficiency in the pensions industry and a better customer experience

With this solution, the financial firm not only boosted its operational efficiency but also transformed its customer experience by providing faster, more satisfying answers.
- For the business: Efficiency that drives growth and member engagement
- The average handling time for cases managed by the AI agent dropped from 20 minutes to just 4 minutes.
- With initial coverage of 10% of monthly inquiries (200 cases), approximately 63 advisor hours are now saved each month. This time is reallocated to high-value, complex cases that require expert human intervention.
- The next version of the agent is projected to autonomously resolve 30% of all cases without any human touchpoint.
- For the people: Answers that arrive on time
- By automating routine inquiries, service advisors can focus on providing deeper, more meaningful support. This accelerates overall response times and improves the quality of service, directly boosting client satisfaction. Receiving timely and accurate information empowers clients, making them feel more secure and confident in the management of their financial future.
What do we mean by ‘Technology with a purpose’?
This case proves that technology's true value is realized when it solves human problems. This isn't just about process automation; it's about unlocking human talent to focus on what truly matters.
Ultimately, improving people's lives means turning a long wait into a timely answer and transforming uncertainty into peace of mind.
Industries like retirement services, banking, and insurance don't just process numbers; they are custodians of the dreams, security, and hard work of millions. In this context, artificial intelligence can help build trustworthy institutions that empower people to achieve a dignified and secure retirement.
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