Air India Cuts Customer Service Times with Salesforce Agentforce

Air India has accelerated its customer service transformation using Salesforce's Agentforce platform. The airline has seen significant improvements in service speed, reducing refund turnaround times from approximately 14 days to four hours and passenger name updates from three days to just 30 minutes.

Agentforce automates multi-intent email resolution while giving service teams faster access to operational knowledge. Air India is expanding its use of Agentforce across customer service, deploying AI agents beyond its initial refund-processing use case.

The airline has built a cloud-first digital ecosystem spanning over 140 enterprise systems and has more than 30 agentic AI initiatives underway. Its work with Salesforce has progressed from building a unified customer data and engagement foundation to redesigning service processes and agent workflows.