Air India sets a new AI standard in the global aviation sector by implementing Salesforce Agentforce to automate refund requests and improve customer experience.

Salesforce and Air India have teamed up to integrate Salesforce Agentforce, revolutionizing the company's digital operations. This initiative also ensures that the airline is one of the first that has adopted Agentforce for automating processes for customer service, thus enhancing operational efficiency.

The initial implementation of Agentforce will concentrate on automating refund requests to improve customer satisfaction and expedite the settlement process.

Air India has been a customer of Salesforce for a long while, utilizing Salesforce Service Cloud, Sales Cloud, Data Cloud, and Einstein AI for its business operations. The latest initiative is seen as a strategic move that will help to integrate AI into the operations for the efficient and personalised customer experience from here.

Air India usually makes their refund between the contact center and the refunds department, which delays the whole process. The Airline is now deploying Agentforce to streamline those processes and even automate them without the need for manual intervention. This would help speed problem-solving for the customers, and the agents could focus on higher-priority problems.

According to South Asian president & CEO of Salesforce, Arundhati Bhattacharya, Agentforce is the next frontier of customer service, where AI and human beings come together to create faster, smarter, and more personalized experiences at scale. Agentforce is Air India's new benchmark in trailblazing AI-driven customer service within the international aviation domain.