Air India enhances customer experience with Salesforce Agentforce and agentic AI integration

Air India is transforming customer service by implementing Salesforce Agentforce, using agentic AI to automate routine steps, streamline refund processes, reduce manual effort, and provide faster resolutions and proactive updates to customers

Salesforce has expanded its partnership with Air India by implementing Salesforce Agentforce as part of the airline's digital transformation. Air India becomes one of the first airlines to integrate Agentforce, enhancing customer service automation. The initial rollout focuses on automating refund issue resolutions, helping streamline processes and improve customer experience at scale.

As a long-time Salesforce customer, Air India already utilizes Service Cloud, Sales Cloud, Data Cloud, and Einstein AI to enhance customer engagement and business operations. This latest move represents a significant step in Air India's strategy to become an AI-driven airline, aiming to offer seamless, personalized, and responsive services to passengers through advanced AI technologies and a robust data infrastructure.

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.

Arundhati Bhattacharya, President & 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.”

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.”

Powering Air India’s broader digital transformation

Agentforce complements Air India’s broader digital transformation roadmap, where Salesforce continues to be a trusted technology partner. Beyond Service Cloud and Sales Cloud, Air India already leverages Salesforce Data Cloud to unify customer data and Einstein AI to drive insights and personalization across the customer journey.

As the airline accelerates its transformation journey, future deployments of Agentforce, including AI-driven voice capabilities, are expected to further strengthen Air India’s customer engagement strategy.