Air India to Redefine Customer Experience with Salesforce’s AI Tools

Air India has collaborated with Salesforce to transform its customer service technology stack. With this partnership with Salesforce, Air India will be able to optimize the customer experience across all key touchpoints empowered with a unified data platform for its customers and AI-assisted tools to excel in every customer interaction.

Establishing a strong platform for customer service and building a world-class warm and professional customer experience via pioneering innovations is a crucial aspect of the Vihaan.AI program that Air India has embarked upon. Deploying reliable and scalable technology solutions that combine the newest Artificial Intelligence technologies is essential given Air India’s ambitious growth goal, which will cause a rapid increase in the number of customer interactions. Air India’s cooperation with Salesforce will enable this accomplishment.

“Our top priority is to ensure that our customers have a wonderful experience at all touchpoints. We must be able to anticipate the demands of our clients and attend to them with the utmost care. When things don’t go as planned, we want to be able to quickly handle our clients’ problems and bring them to a full resolution. Our business depends on having a scalable technology platform that enables us to successfully complete the aforementioned tasks. We are thrilled to partner with Silicon Valley pioneer Salesforce and make use of its Einstein Artificial Intelligence capabilities and a unified customer data platform in order to improve our customer service to levels that rival the best in the world,” said Dr. Satya Ramaswamy, Chief Digital and Technology Officer, Air India.

Arundhati Bhattacharya, Chairperson and CEO, Salesforce India, said, “Today, any ambitious organization’s business plan revolves around technology. It is a catalyst for growth and value creation and a force multiplier. This transition marks the start of an emotional and momentous journey for Air India. We are grateful to be a part of Air India’s journey as they reinvent customer service and provide excellence.”

With the help of Salesforce technology, Air India will be able to track customer interactions across its contact center, mobile app, website, chatbot, email, social media, and other channels, providing a single source of truth for both customer requests and issues. Additionally, this will enable Air India’s automated systems and customer-facing people to act proactively on problems and follow them through to resolution with the aid of artificial intelligence technologies. The availability of a 360-degree picture of clients in a consolidated customer data platform, which enables Air India to thoroughly understand its customers, is one of the main advantages of this technological implementation. Following that, this information will be used to improve consumer interactions at touchpoints on the ground, online, and in the air.