Air India, a long-time Salesforce customer, has expanded its partnership by adopting Salesforce Agentforce, a technology that uses AI to automate customer service processes and improve operational efficiency. The airline is one of the first to implement Agentforce, which will initially focus on automating refund requests to accelerate the resolution process and enhance customer satisfaction.
Refund requests often require multiple steps between Air India’s contact centre and the refunds team, which can delay the resolution. By deploying Agentforce, the airline aims to streamline and automate these processes, reducing the need for manual intervention and allowing agents to focus on higher-priority tasks. This will enable faster issue resolution for customers and improve overall customer satisfaction.
Air India plans to scale the use of Agentforce across other contact centre operations, including voice-based interactions, in the coming months. The airline believes that Agentforce represents the next frontier of customer service, where AI works alongside humans to deliver faster, smarter, and more personalized experiences at scale.
The adoption of Agentforce is part of Air India’s ongoing digital transformation, which includes the deployment of a generative AI virtual agent called ‘Maharaja’, powered by the Azure OpenAI service, in 2023. With Agentforce, Air India aims to set a new benchmark for modern, AI-driven customer engagement in the aviation industry globally.
According to Arundhati Bhattacharya, president & CEO at Salesforce – South Asia, “Agentforce represents the next frontier of customer service, where AI works alongside humans to deliver faster, smarter, and more personalized experiences at scale.” Satya Ramaswamy, chief digital & technology officer at Air India, added that the adoption of Agentforce is a step towards transforming how the airline manages certain classes of refund cases using cutting-edge agentic AI, which will enable instant acknowledgement of claims with real-time updates, reinforcing trust and valuing customer loyalty.