Mumbai: Leveraging agentic AI, Air India has gone live with Agentforce to automate its core customer service processes.
Refund requests often require multiple handoffs between Air India‘s contact centre, the refunds team and the customer. This often slows down the resolution process.
Air India is now reimagining this process through the adoption of agentic AI. The solution streamlines and accelerates the end-to-end handling of such requests.
These would include automation of routine steps, reduction of manual effort, thereby enabling agents to focus on high-value interactions. It also helps customers with faster resolution time, timely processing of refunds and proactive updates.
Air India is one of the first airlines to deploy Salesforce Agentforce as part of its digital transformation.
Subsequently, Air India plans to scale the use of Agentforce across other contact centre operations and customer touch points, including voice-based ones, over the next few months.
