Air India is taking a major step in its digital transformation journey by adopting Salesforce Agentforce, a powerful AI solution aimed at automating key customer service processes. As one of the first airlines to implement this technology, Air India focuses on streamlining the traditionally slow and complex refund process. In the past, handling refunds involved multiple handoffs between the airline’s contact center, refunds team, and customers, leading to prolonged resolution times. With Agentforce, Air India is set to automate these processes, reducing manual effort and allowing agents to address more complex customer issues.
This AI-driven solution will enable faster acknowledgment of claims, real-time updates, and more efficient handling of refund requests, ultimately improving the passenger experience. Following the success of this initial rollout, Air India plans to expand the use of Agentforce across other customer service operations, including voice-based interactions.
Air India is already leveraging several Salesforce tools like Service Cloud, Sales Cloud, and Einstein AI to unify customer data and enhance personalization across the customer journey. By adopting Agentforce, Air India is not just improving operational efficiency but also transforming the way it engages with passengers, setting the stage for a more responsive and AI-powered customer service future.