A leading U.S.-based credit union wanted to deliver a 24/7 digital lending experience without increasing operational headcount or compromising compliance.
Despite investing in Salesforce Financial Services Cloud (FSC) and digital channels, loan origination still relied on manual processes, static forms, and agent-assisted conversations. Borrowers often had to switch between web, mobile, and contact center channels to complete applications or check status updates.
The institution needed a secure, scalable digital assistant capable of guiding borrowers from initial loan inquiry to application completion within a single seamless journey, while maintaining strict governance and regulatory controls.
Hyniva implemented Salesforce Agentforce natively within the FinXServe platform, enabling a conversational lending experience orchestrated on Salesforce Financial Services Cloud (FSC).
The AI-powered lending assistant guides borrowers through the full loan lifecycle — from product discovery to application completion — within a single conversational interaction.
Key capabilities include:
Guided loan product discovery and application initiation
Secure borrower authentication through OTP-based identity verification
Automatic retrieval and continuation of existing loan applications
Conversational data capture for borrower details and required consents
Real-time prequalified loan offers with rates, terms, and payment estimates
Application completion including employment details, autopay setup, and funding selection
Seamless escalation to loan officers when human expertise is required
Hyniva delivered the solution using a Salesforce-native, low-code/no-code architecture built on FinXServe's experience orchestration framework.
Rather than replacing existing banking systems, FinXServe acts as a digital experience layer that sits above core banking and underwriting platforms, orchestrating lending journeys while preserving existing systems of record.
Key elements of the approach included:
Low-Code / No-Code Agent Configuration
Agentforce capabilities were configured using Salesforce Agent Builder and declarative tools, enabling conversational workflows without heavy custom development.
Platform-Native Lending Orchestration
FinXServe's managed package architecture and extended FSC data model enable lending journeys to be configured and reused across products.
API-Based System Integration
Through FinXServe's connector framework, the agent integrates with loan origination systems, credit bureaus, and underwriting platforms in real time.
Compliance-First Design
Verification gates, consent capture, and audit logging are embedded directly into the lending workflow to ensure regulatory compliance.
The shift from form-based lending to autonomous conversational lending delivered measurable results:
The Agentforce and FinXServe implementation provides a scalable foundation for expanding AI-driven banking experiences.
Future opportunities include extending conversational AI capabilities to: