Air India Accelerates Customer Service Transformation with Salesforce's Agentforce

Indian airline Air India is accelerating its customer service transformation using Salesforce's Agentforce technology.

The company has expanded its use of Agentforce beyond refund processing to tackle complex service workflows, such as automated email resolution and name change automation.

Air India has also implemented a Knowledge Agent that acts as a real-time assistant for customer service teams, providing instant access to policies and procedures through a conversational interface.

By deploying Agentforce, Air India aims to increase revenue, reduce costs, enhance the customer experience, and make things possible that were not previously achievable.