Air India Expands AI-Powered Customer Service with Salesforce

Air India has expanded its use of Salesforce's Agentforce AI platform to streamline customer service processes.

The airline is leveraging the platform for automated email resolution, name change processing, and an AI-powered knowledge assistant for customer service teams.

Agentforce can identify multiple requests in a single customer email, gather and validate information across systems, take required actions, and generate a consolidated response using Air India-approved templates.

The platform has already shown significant improvements, reducing turnaround time for refunds from 14 days to four hours and cutting the time required for passenger name updates from three days to 30 minutes.