Air India adopts Salesforce’s Agentic AI solution for enhanced customer experience

Cloud software firm Salesforce on Tuesday announced that as part of the expansion of its collaboration, Air India has adopted Salesforce Agentforce. The airline company will be among the first ones to go live with Salesforce’s Agentic AI platform.

Air India will leverage Agentforce to automate key customer service processes. The first rollout of Agentforce in customer service will help drive faster resolution of a class of refund issues, and elevate its customer experience at scale, the company said in a statement. Air India has been a long-standing Salesforce customer, using Service Cloud, Sales Cloud, Data Cloud, and Einstein AI to power its customer engagement and business operations. 

“With its adoption of Agentforce, Air India is setting a new benchmark for modern, Artificial Intelligence (AI)-driven customer engagement in the aviation industry globally. Their vision of becoming an AI-first airline aligns perfectly with Salesforce’s commitment to help businesses automate at scale, deliver faster service, and foster loyalty through every interaction,” said Arundhati Bhattacharya, President & CEO at Salesforce — South Asia.

Refund requests often require multiple handoffs between Air India’s contact center, refunds team, and the customer, which can occasionally slow down resolution times. With Salesforce’s solution, Air India will be able to streamline and accelerate the end-to-end handling of such requests — automating routine steps, reducing human effort, and enabling agents to focus on higher-value interactions. Customers now benefit from faster resolutions, timely refund processing, and proactive updates.

Following the implementation of their first use case, Air India plans to scale the use of Agentforce across other contact center operations and customer touchpoints, including voice-based interactions, over the next several months.

“We are happy to partner with Salesforce in pioneering Agentforce in the aviation industry, starting with transforming how we manage certain classes of refund cases using cutting-edge Agentic AI — drastically reducing resolution times. For our guests, this means instant acknowledgment of these claims with real-time updates and a seamless experience across all touchpoints, reinforcing trust and valuing their loyalty,” said Satya Ramaswamy, Chief Digital & Technology Officer for Air India.