Air India has expanded its collaboration with Salesforce by adopting Salesforce Agentforce as a part of its ongoing digital transformation. The airline turns into one of many first to implement Agentforce to automate customer support processes and enhance operational effectivity.
The primary utility of Agentforce will give attention to automating refund requests to speed up the decision course of and improve buyer satisfaction.
Air India has been a long-time Salesforce buyer, utilizing Service Cloud, Gross sales Cloud, Information Cloud, and Einstein AI to assist its enterprise operations. The most recent initiative represents a strategic step towards integrating AI into its operations to ship extra environment friendly and personalised buyer experiences.
Refund requests usually require a number of steps between Air India’s contact centre and the refunds group, which might delay the decision. By deploying Agentforce, the airline goals to streamline and automate these processes, decreasing the necessity for handbook intervention. This may assist brokers give attention to higher-priority duties whereas dashing up challenge decision for patrons.
Following the success of this preliminary use case, Air India plans to scale the usage of Agentforce throughout different contact centre operations, together with voice-based interactions, within the coming months.
“Agentforce represents the subsequent frontier of customer support, the place AI works alongside people to ship quicker, smarter, and extra personalised experiences at scale,” mentioned Arundhati Bhattacharya, president & CEO at Salesforce – South Asia. “With its adoption of Agentforce, Air India is setting a brand new benchmark for contemporary, AI-driven buyer engagement within the aviation trade globally.”
Satya Ramaswamy, chief digital & know-how officer at Air India, said, “We’re comfortable to companion with Salesforce in pioneering Agentforce within the aviation trade, beginning with reworking how we handle sure courses of refund instances utilizing cutting-edge agentic AI. For our friends, this implies prompt acknowledgement of claims with real-time updates, reinforcing belief and valuing their loyalty.”
In 2023, Air India deployed a generative AI digital agent referred to as ‘Maharaja’, powered by the Azure OpenAI service.
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