Salesforce announced the expansion of its collaboration with Air India with the adoption of Salesforce Agentforce. As part of its ongoing digital transformation, Air India is among the first airlines to go-live with Agentforce, leveraging it to automate key customer service processes. The first roll out of Agentforce in customer service will help drive faster resolution of a class of refund issues, and elevate its customer experience at scale.
Arundhati Bhattacharya, President and CEO at Salesforce – South Asia, said, “Agentforce represents the next frontier of customer service — where AI works alongside humans to deliver faster, smarter, and more personalized experiences at scale. With its adoption of Agentforce, Air India is setting a new benchmark for modern, 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.
Also read: How Air India Delivers World-class Service with Einstein
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. The latest expansion marks a strategic step towards becoming an AI-infused airline, focused on delivering seamless, responsive, and personalised experiences for its passengers using emerging agentic AI technologies bolstered by its extensive data fabric.
Addressing a high-impact customer challenge with AI-powered automation
Refund requests often require multiple handoffs between Air India’s contact center, refunds team, and the customer, which can occasionally slow down resolution times.
By deploying Salesforce Agentforce, Air India is reimagining this process through adoption of agentic AI. The solution streamlines and accelerates 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 successful 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.
Dr. Satya Ramaswamy, Chief Digital & Technology Officer for Air India, said, “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. This isn’t just a technological leap—it’s a customer-first commitment, delivering faster, smarter, and more empathetic service to our valued guests at every step.
