ThePrint ·
Air India Accelerates Customer Service Transformation with Salesforce Agentforce
Bengaluru (Karnataka) [India], September 16: Salesforce, the #1 AI CRM*, today announced that Air India is expanding its use of Agentforce across customer service. Deploying AI agents beyond its initial refund-processing use case, the airline is now solving a broader set of complex service workflows. Powered by Agentforce, Air India is reimagining customer service with intelligent, end-to-end experiences that understand customer intent, validate requests, connect intelligently across enterprise systems, and take action in real time. By enabling faster resolutions, effortless customer journeys, and smarter service at scale, Agentforce is helping Air India advance its ambition to become an agentic airline of the future.
This expansion follows Air India’s initial Agentforce deployment for refund processing—one of the more complex service processes in airline operations, involving multiple validations, policy checks, backend-system interactions, and cross-team dependencies. By orchestrating validations, approvals, and backend refund processing activities, Agentforce has helped reduce Air India’s internal refund processing time from approximately 14 days to about 4 hours. Bank processing time remains unchanged.
The latest deployments focus on three high-impact service processes, bringing greater speed, consistency and intelligence to complex customer requests that span multiple systems and workflows: Automated Email Resolution, Name Change Automation and a Knowledge Agent for service teams.
