In a strategic move to enhance operational efficiency and customer experience, Air India Limited has expanded its partnership with Salesforce by becoming one of the first global airlines to implement Agentforce, a cutting-edge agentic AI solution, within its contact centre operations.
The initial deployment of Agentforce focuses on automating refund requests, a process traditionally handled manually and often plagued by delays. With this AI-driven automation, Air India expects to significantly reduce turnaround times, thereby delivering faster and more seamless service to its customers.
This advancement builds on Air India’s ongoing collaboration with Salesforce, where the airline already utilises tools such as Service Cloud, Sales Cloud, Data Cloud and Einstein AI as part of its digital ecosystem.
Under the leadership of Satya Ramaswamy, the airline’s AI transformation strategy is gaining momentum. Air India also plans to extend Agentforce integration to voice-based services, reflecting its broader vision of creating hyper-personalised, tech-led customer engagement.
The deepening partnership is being steered in South Asia by Arundhati Bhattacharya, Chairperson and CEO of Salesforce India, and signals India’s growing influence in global AI adoption, particularly within the travel and aviation sector.
With this deployment, Air India reinforces its position at the forefront of digital innovation in aviation, while continuing to elevate the passenger experience through intelligent, scalable technologies.
