Air India Leverages Agentforce to Enhance Customer Service with AI
Air India has expanded its use of Salesforce's Agentforce platform to enhance customer service. The airline is now using AI agents to solve a broader set of complex service workflows beyond its initial refund-processing use case.
Powered by Agentforce, Air India is reimagining customer service with intelligent end-to-end experiences that understand customer intent, validate requests, and take action in real-time. This has resulted in faster resolutions, effortless customer journeys, and smarter service at scale.
The airline's expansion of Agentforce focuses on three high-impact service processes: Automated Email Resolution, Name Change Automation, and a Knowledge Agent for service teams. These solutions bring greater speed, consistency, and intelligence to complex customer requests that span multiple systems and workflows.