Wells Fargo is expanding its relationship with Google Cloud to leverage the latter’s AI agent technology to handle complex customer inquiries, sharpen employee focus on client relationships, and gain timely insights that are expected to unlock better customer experience.
The companies said Google Agentspace — a platform for building and managing AI agents — will help Wells Fargo employees find information faster, automate tasks and workflows, and increase their overall agility.
AI agents will be used by branch bankers, investment bankers, marketers, and customer relationship teams. They’ll support Wells Fargo’s strategic drive to leverage AI for optimizing customer experiences, streamlining operations, and fueling innovation by people with the support of AI.
Tailored Advice and Recommendations
With AI agents, Wells Fargo aims to enhance customer service across all channels — including digital, branch banks, and call centers. Agents can automate routine tasks such as balance inquiries and debit card replacements, significantly reducing wait times and freeing bankers to focus on more involved tasks that are expected to yield improved customer relationships.
Wells Fargo is building agents that will help employees triage, answer, and summarize complex foreign exchange inquiries after trades have been made, as well as navigate policies and procedures across internal data sources and systems. Agents will offer 24/7 personalized experiences at scale, analyzing vast datasets to provide tailored advice and product recommendations. Additionally, AI agents are expected to provide bankers with real-time market insights to enhance client experiences.
Wells Fargo cited the example of contract management as a use case where AI agents will come into play. The bank said it manages roughly 250,000 documents related to vendor agreements.
A custom agent can rapidly query the bank’s document library to identify contracts with specific clauses, payment terms, contract types, and other important contract information, with the goal of driving consistency and efficiency throughout the bank’s contracts.
Wells Fargo also plans to make use of additional capabilities as part of Agentspace:
- Google’s NotebookLM will help with research, content creation, and generating summaries and actionable insights. Employees across the enterprise will leverage NotebookLM for quick, accurate answers.
- Multimodal search will let employees interact conversationally with enterprise data, asking complex questions and receiving relevant information from a wide range of internal sources that can include employee handbooks, corporate policy docs, and operational tools.
Wells Fargo and Google Cloud noted their AI agent work will adhere to responsible AI practices to ensure alignment with bank values and regulatory priorities while maintaining trust with employees and customers.
The bank and the vendor are building an example that will be worth tracking into the future for its use of agentic AI, progress it can make in the realm of enhancing customer relationships, and how agentic AI can help drive vertical industry business results broadly and, in this case, within the financial services sector. The approach of applying AI to both horizontal and vertical use cases stands out as an ambitious undertaking with the potential for strong financial, productivity, and customer service benefits.
AI Agent & Copilot Summit is an AI-first event to define opportunities, impact, and outcomes with Microsoft Copilot and agents. Building on its 2025 success, the 2026 event takes place March 17-19 in San Diego. Get more details.
