Air India Taps Salesforce AI for Customer Service Boost

Air India is leveraging Salesforce's Agentforce AI to enhance customer service efficiency.

The airline has rolled out over 30 AI-driven initiatives to automate routine tasks such as processing refunds and updating passenger names, aiming to reduce the time required to resolve customer requests.

Early implementations have reportedly cut refund turnaround times from two weeks to four hours.

Air India is currently owned by the Tata Group (74.9%) and Singapore Airlines (25.1%), and is in the midst of a financial restructuring process following a net loss of approximately ₹22,238 crore in the fiscal year ending March 2026.