Air India expands customer service AI partnership with Salesforce

Air India is expanding its use of Salesforce’s Agentforce AI technology across customer service, moving beyond refund processing to automate a wider range of complex passenger requests.

The airline is now deploying the technology across three areas — automated email resolution, passenger name changes and a knowledge assistant for customer service teams. The expansion follows an initial Agentforce deployment for refund processing that cut turnaround time from approximately 14 days to about four hours.