Air India innovates with Agentic AI adoption by collaborating with Salesforce Agentforce for enhanced customer experience

Salesforce has announced the expansion of its collaboration with Air India with the adoption of Salesforce Agentforce. As part of its ongoing digital transformation, Air India is among the first airlines to go-live with Agentforce, leveraging it to automate key customer service processes. The first roll out of Agentforce in customer service will help drive faster resolution of a class of refund issues, and elevate its customer experience at scale.

Air India has been a long-standing Salesforce customer, using Service Cloud, Sales Cloud, Data Cloud and Einstein AI to power its customer engagement and business operations. The latest expansion marks a strategic step towards becoming an AI-infused airline, focused on delivering seamless, responsive, and personalised experiences for its passengers using emerging agentic AI technologies bolstered by its extensive data fabric.

Addressing a high-impact customer challenge with AI-powered automation

Refund requests often require multiple handoffs between Air India’s contact center ...