Thursday, 17 April, 2025

Air India Adopts Salesforce Agentforce to Enhance Customer Experience with Agentic AI

Air India has expanded its collaboration with Salesforce by implementing Agentforce, becoming one of the first airlines to leverage this agentic AI solution. The initial deployment focuses on automating refund processes, reducing manual interventions, and accelerating resolution times. Building on its use of Salesforce's Service Cloud, Sales Cloud, Data Cloud, and Einstein AI, Air India aims to scale Agentforce across various customer service touchpoints, including voice interactions.