SAN FRANCISCO (Economy India): Air India is expanding its use of Salesforce’s Agentforce artificial intelligence platform to streamline customer service operations, including automated email resolution, passenger name-change processing and an AI-powered knowledge assistant for customer service teams.
Salesforce said on Monday that Air India has developed a cloud-based digital ecosystem spanning more than 140 enterprise systems and currently has over 30 agentic AI initiatives underway.
AI to Automate Customer Service Processes
The expanded use of Agentforce is aimed at automating several customer service processes and enabling Air India teams to resolve passenger queries more efficiently.
One of the key applications is an automated name-change system, which can handle eligibility checks and validation before initiating the required ticketing actions.
The system can also initiate ticket reissuance and send the updated ticket directly to the customer, Salesforce said.
AI-Powered Knowledge Assistant for Staff
Air India is also deploying an AI-powered knowledge assistant to support its customer service teams.
The assistant is designed to help employees access relevant information more quickly, potentially reducing the time required to resolve customer queries and improving consistency in responses.
The initiative forms part of the airline’s broader digital transformation strategy as it integrates technology across its operations.
Air India Building Cloud-Based Digital Ecosystem
According to Salesforce, Air India has built a cloud-based digital ecosystem connecting more than 140 enterprise systems.
The airline is also pursuing more than 30 agentic AI initiatives, indicating a wider push to use AI not only for customer-facing interactions but also for operational and employee-support functions.
Agentic AI systems are designed to perform multi-step tasks with a greater degree of automation, rather than simply generating responses to individual queries.
Focus on Faster and More Efficient Passenger Services
For Air India, AI-driven automation could help streamline repetitive customer service processes while allowing employees to focus on more complex passenger issues.
The adoption of AI comes as airlines globally increase their use of digital tools to improve customer experience, automate back-office processes and manage large volumes of passenger interactions.
Air India’s expanding use of Salesforce’s Agentforce platform represents another step in its ongoing technology-led transformation.
Source: Salesforce | Economy India
