---
name: al-674-offload-routine-balance-check-calls-to-a-verified-voice-a
description: "Salesforce's customer story on Southern Cross Credit Union (SCCU) in Australia describes Nova, an Agentforce Voice agent built with Forward Deployed Engineers in six weeks and integrated with a Vonage contact center IVR. Callers choosing the balance option are verified, then Nova reads balances using natural language—including product codes and nicknames instead of formal account numbers—and escalates on frustration or vulnerability criteria with full context. SCCU reports Nova providing balances to 95% of verified callers, handling 7% of all customer calls in an early month despite only covering balances, and about a 4% reduction in total staff hours on that volume. Architecture keeps the LLM from directly accessing customer data: Nova collects inputs and uses deterministic backend tools via Service Cloud. Wait times had risen from under two minutes toward eight before the launch. Figures are SCCU's as reported by Salesforce. Use when the user wants help with verified…"
---

# Offload routine balance-check calls to a verified voice agent that understands account nicknames, watches caller sentiment, and hands stressed customers to a person with full context

Salesforce's customer story on Southern Cross Credit Union (SCCU) in Australia describes Nova, an Agentforce Voice agent built with Forward Deployed Engineers in six weeks and integrated with a Vonage contact center IVR. Callers choosing the balance option are verified, then Nova reads balances using natural language—including product codes and nicknames instead of formal account numbers—and escalates on frustration or vulnerability criteria with full context. SCCU reports Nova providing balances to 95% of verified callers, handling 7% of all customer calls in an early month despite only covering balances, and about a 4% reduction in total staff hours on that volume. Architecture keeps the LLM from directly accessing customer data: Nova collects inputs and uses deterministic backend tools via Service Cloud. Wait times had risen from under two minutes toward eight before the launch. Figures are SCCU's as reported by Salesforce.

## Inputs to collect first
Ask the user for anything below that they haven't already given you. Don't guess missing facts.

- CCaaS/IVR
- System
- Method stronger than OTP if possible

## Instructions

Do the task below with the user's inputs in place of each [bracket].

Design a verified balance-check voice agent for my contact center. Stack: [CCaaS/IVR], core banking: [system], verification: [method stronger than OTP if possible]. Rules: never speak a balance before verification succeeds; never let the LLM read raw customer records directly; escalate fraud, scams, distressed sentiment, and vulnerability flags immediately. 1) Write the IVR → verify → balance → wrap-up flow. 2) List nickname/product-code examples the agent must understand. 3) Draft sentiment and vulnerability handoff rules. 4) Propose CRM Analytics metrics: connect rate, verify rate, balance-success rate, pre/post escalation. 5) Give a six-week build-and-test plan including accent simulations. Do not look up a real account in this chat.

## Safety checks (share these with the user)

- Remove names, contact details, account numbers and other personal data the task doesn't need before you paste, and check your AI tool's data and training settings.
- Read and edit the draft before it reaches a customer or goes public. If you later automate this prompt, start with "draft and notify me", not "send automatically".
- Check names, dates, numbers and any claim against your own source material before you use the answer. AI can misread or invent details.
- Say clearly which parts need a person to review or approve before anything is sent, paid, posted or filed.

## About this skill

- Works with: Salesforce Agentforce Voice, Service Cloud, Vonage (or your CCaaS), ChatGPT, Claude, MuleSoft/core banking APIs
- Based on this real-world example: https://www.salesforce.com/au/customer-stories/southern-cross-credit-union-sccu/
- Free prompt from AgentPlaybook Real Estate: https://agentic-library.netlify.app/prompt/al-674-offload-routine-balance-check-calls-to-a-verified-voice-agen/
- To install in an agent that supports Agent Skills, save this file as SKILL.md in a folder with the same name as `name` above (for example in your skills directory). Install steps for Claude.ai, Claude Code, Cursor and Codex: https://agentic-library.netlify.app/skills/