Air India Takes Customer Service to New Heights with Salesforce's Agentforce

Air India is taking its customer service to the next level with Salesforce's Agentforce. The airline has already seen significant improvements in refund processing times, reducing them from around 14 days to just four hours. Now, Air India is expanding Agentforce across all customer service processes, using AI agents to understand customer intent, validate requests, and connect intelligently across enterprise systems.

The latest deployments focus on three high-impact service processes: Automated Email Resolution, Name Change Automation, and a Knowledge Agent for service teams. With Agentforce, Air India can automate complex workflows, reducing response times and customer back-and-forth. For example, Name Change Automation has reduced turnaround time from around three days to just 30 minutes.

Dr. Satya Ramaswamy, Chief Digital & Technology Officer at Air India, said, 'Our journey with Agentforce is not simply about deploying AI; it is about redefining what is possible in airline customer service.'