---
schema_version: "1"
id: afe5e483b8bddb76c315d27423a98f5c42096cb33867806997b27626697212df
title: Extend Banking Service Customer Assistance to the Voice Channel
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/264-0-0/rn_fsc_banking_service_customer_assistance_voice.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_fsc_banking_service_customer_assistance_voice.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 34a9c0aaf081ba5ee9b3cbaebc7a13c4da8ef2f283e60b5774e31f710c17af52
description: Use Agentforce Voice to provide 24/7 phone support for banking customers. The voice-enabled agent understands requests in natural language, completes supported banking service tasks, verifies callers with one-time passcodes, and transfers the call to service representative when the caller needs human assistance.
products:
  - Cross Cloud
release: "264"
---
# Extend Banking Service Customer Assistance to the Voice Channel

Use Agentforce Voice to provide 24/7 phone support for banking customers. The voice-enabled agent understands requests in natural language, completes supported banking service tasks, verifies callers with one-time passcodes, and transfers the call to service representative when the caller needs human assistance.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-release-notes-salesforce_release_notes-264-0-0-production-enus/550ba85b-db1a-4608-9cd4-9a65ec96e1fa/images/icon_note.png)

Note Voice conversations for Agentforce are supported only in a few languages. For more information, see Language Support section in the [Agentforce Voice Considerations](https://help.salesforce.com/s/articleView?id=ai.agentforce_voice_considerations.htm&language=en_US).

**Where:** This change applies to Lightning Experience in Professional, Enterprise, and Unlimited editions with Financial Services Cloud, the Agentforce Service Agent add-on, the Service Cloud Voice add-on, Universal Credit Metering, and the Einstein for Financial Services add-on. It’s available in Salesforce orgs that use Service Cloud Voice with Amazon Connect.

**How:** In the New Agentforce Builder, create a voice-enabled agent from the Banking Service Customer Assistance template. Next, add a telephony connection and configure its voice settings.

#### See Also

- [_Salesforce Help_: Banking Service Customer Assistance](https://help.salesforce.com/s/articleView?id=ind.fsc_agent_service_cust_assistance.htm&language=en_US)