Australia and New Zealand (ANZ) Banking Group is deploying Salesforce’s Agentforce 360 within a new AI-powered CRM platform it is rolling out across its business banking teams.
The platform sits at the heart of ANZ’s push to simplify how bankers work and improve day-to-day experiences for business customers. Replacing a legacy system, the new agentic AI CRM pulls data from 20 separate platforms into a single dashboard, cutting down the time bankers spend switching between systems.
For frontline teams, that means less admin and more time with customers. The rollout also supports ANZ’s broader 2030 Strategy, which it said aims to create a “simpler, faster bank which puts customers first.” As part of that plan, ANZ is set to increase its business banking workforce by nearly 50 percent by 2030, with the new CRM platform expected to lift productivity and capability.
The deployment of Agentforce follows a national rollout of the new CRM across ANZ’s business bankers and frontline teams, laying the groundwork for more advanced automation and AI-driven workflows.
Rather than just providing information, the system is designed to leverage Agentforce’s agentic AI capabilities to take action. Bankers can access real-time account summaries, which is expected to save around one working month per banker each year, and use a new chat-style interface to quickly search for and interact with customer data.
ANZ Group Executive, Business & Private Bank Clare Morgan said the new platform will change how bankers manage relationships and support customers, “helping bankers focus on what matters most: building strong relationships and helping customers run and grow their businesses.”
“It’s one of several major investments we’re making to uplift our frontline and deliver on our customer-first strategy. We’re also accelerating our digital roadmap, bringing forward the launch of the ANZ Plus front end for most small to medium business customers to late 2027.”
ANZ said banker feedback is shaping how the platform continues to evolve, with agentic actions and outputs refined over time based on frontline use.