This company provides aplatform that helps businesses manage their sales, marketing, and customer service operations seamlessly. It uses data and artificial intelligence to enhance efficiency, improve customer satisfaction, and drive revenue growth. It’s suitable for businesses of all sizes and industries, offering customizable solutions and integration with other tools to create aunified view of customers.
Salesforce improves Air India’s customer service with AI integration.
30%
Air India's market share target in India within 5 years.
550,000
Service cases Air India handles monthly.
1.
Situation
Air India faced challenges due to decentralized data and high call volumes which made delivering consistent customer experiences difficult. With 550,000 incoming service cases each month, it was a struggle to provide a seamless experience from agent to agent.
2.
Task
Air India aimed to modernize its service experience by giving its customer-facing employees a comprehensive view of customers across all data sources. The goal was to connect disparate data and improve agent productivity using generative AI.
3.
Action
Air India partnered with Salesforce, utilizing solutions like the Einstein 1 Platform, Data Cloud, and Service Cloud. These products unified customer data from various systems, enabling agents to access 360-degree customer views and receive AI-powered recommendations for better service.
4.
Result
The integration led to improved agent efficiency and personalized customer interactions. Agents could resolve cases quicker and offer better recommendations, such as automatic seat upgrades for delayed flights. The move towards AI-driven responses also promises consistent brand messaging across agent interactions.
Keywords
SALESFORCE
EINSTEIN 1 PLATFORM
DATA CLOUD
SERVICE CLOUD
CUSTOMER EXPERIENCE
AI RECOMMENDATIONS
AGENT PRODUCTIVITY
DIGITAL TRANSFORMATION
UNIFIED CUSTOMER DATA
GENERATIVE AI
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