Salesforce Data and AI Solutions Boost PenFed Member Experiences

Salesforce today announced Pentagon Federal Credit Union (PenFed), the second-largest federal credit union in the United States with 2.9 million members, is using Salesforce technology including MuleSoft, Financial Services Cloud, and Data Cloud, to bring AI-driven solutions to its digital banking platform and provide exceptional service to PenFed’s members.
PenFed members in need of banking services can now take advantage of AI-powered live chat and self-service help agents in Financial Services Cloud to get answers faster. Built using Salesforce’s low-code AI builders, they act as a virtual assistant, suggesting AI-generated responses — grounded in member data and metadata through Data Cloud — that service agents can use to answer questions more quickly, accurately, and effectively while still maintaining human oversight. PenFed is also using MuleSoft to connect core banking systems and third-party applications to Financial Services Cloud, which streamlines member data and provides a complete 360 view of member data, improving mobile and digital banking experiences.
Why it matters: In a recent survey, IT leaders in financial services identified insufficient data harmonization as their second biggest data management challenge after security concerns. PenFed’s online banking system, PFOX, taps the power of Data Cloud and MuleSoft to harmonize member data for a complete view of that data and handles 80% of the platform’s activity, including deposits, online and mobile banking, as well as credit card transactions.
Zoom out: PenFed Credit Union is using MuleSoft as the backbone of its entire digital banking platform, connecting disparate systems and data sources from loan management to credit card processing, to create a seamless and integrated experience for its members. 
Highlights include: 
Customer perspective: “With MuleSoft Anypoint Platform’s integration technology, and platforms like Salesforce FSC, PenFed is enabled to connect, automate, and scale member-facing experiences like never before. The integration capabilities of MuleSoft combined with the power of AI has streamlined our operations, enhancing member experience and satisfaction.” – Shree Reddy, CIO, PenFed
Salesforce perspective: “PenFed’s commitment to digital transformation and member-centric services is exemplary. By using Salesforce and MuleSoft innovations, PenFed continues to set a standard in the financial services industry for efficient and personalized member experiences.” – Param Kahlon, EVP & GM of Automation and Integration, Salesforce
PenFed Credit Union’s proactive adoption of AI, automation, and integration highlights its commitment to becoming an AI enterprise, shaping the future of digital banking into cognitive banking, as well as its dedication to serving its members effectively, ensuring financial stability and support.