How one financial institution is shaking off the limitations of legacy chatbots - Boston Credit Union's agentic journey so far

Since its founding back in 1915, the City of Boston Credit Union (BCU) has been a pioneer. Set up at a time when US banks were ignoring the needs of the less-well-off, BCU became one of the first credit unions in the country. Today it’s leading the way as a financial services institution that’s plowing ahead with agentic AI deployment.

BCU has gone about this in a textbook manner - starting small with a Salesforce Agentforce deployment, scoring some demonstrable early wins to prove the value case. With that achieved, the organization now has the more ambitious goal of rolling out three new Agentforce agents every quarter.

The business case for agentic tech is compelling, argues John Sahagian, Chief Data Officer, BCU:

We serve America's greatest companies, and what we do is we help them to build more financially-confident workforces. We provide benefits that allow their employees to ...