P&N Group is taking a “conservative approach” to AI applications as it evaluates the potential introduction of AI-powered agents to aid customer and staff experience.
(L-R) Syed Ahmed, head of customer engagement platforms at P&N Group and Zameer Momin, National Salesforce Partner, KPMG
Syed Ahmed, head of customer engagement platforms at P&N Group told a recent Salesforce event that the organisation is approaching AI – and particularly the use of Salesforce Agentforce – with a “crawl, walk and run” mindset.
P&N Group, which includes P&N Bank and BCU Bank and has collectively 198,000 customers and roughly 600 employees, has a “conservative approach” regarding “any AI product or implementing it,” Ahmed said.
“We do have an internal use case that we are currently evaluating,” Ahmed said.
“We want to crawl, walk and run before we go with an external use case.
“That’s what the strategy is at the moment. We are evaluating [how] we want to implement Agentforce.”
Ahmed said that before applying the tool, which would allow the business to create its own autonomous AI agents, P&N Group must first be sure of its use case and build confidence with the software.
“We have to gain confidence in what we are implementing and at the same time give that comfort to the stakeholders that this AI product or Agentforce is doing what it has to.
“We want to go with an internal use case for our internal team and we want to use that as a baseline, then go with an external use case”.
P&N Group’s transformation journey so far
During the talk, Ahmed discussed P&N Group’s overall transformation efforts, which cover an nCino implementation journey, done in around 12 weeks with KPMG Australia acting as the delivery partner.
nCino makes cloud-based core banking software.
The single cloud-based platform enabled enhanced operational efficiency of business banking across P&N Bank and BCU Bank.