Air India Expands AI Use of Salesforce Platform to Streamline Customer Services

Air India is expanding its use of the Agentforce artificial intelligence platform from Salesforce to streamline customer service processes. The airline operates a cloud-based digital ecosystem comprising over 140 enterprise systems and has more than 30 agentic AI initiatives underway. The automated email resolution system uses Agentforce to identify multiple requests, gather information across systems, and generate consolidated responses using Air India-approved templates, with a confidence level exceeding 95 percent for automated responses.

The AI integration includes a name change automation system that handles eligibility checks, validations, and ticketing actions, such as initiating ticket reissuance. This deployment has already shown results, reducing the average refund processing time from approximately 14 days to four hours.