{"id":1035748,"date":"2026-09-16T08:52:05","date_gmt":"2026-09-16T03:22:05","guid":{"rendered":"https:\/\/telecomlive.in\/web\/?p=1035748"},"modified":"2026-09-16T08:54:23","modified_gmt":"2026-09-16T03:24:23","slug":"air-india-expands-customer-service-ai-partnership-with-salesforce","status":"publish","type":"post","link":"https:\/\/telecomlive.in\/web\/2026\/09\/16\/air-india-expands-customer-service-ai-partnership-with-salesforce\/","title":{"rendered":"Air India expands customer service AI partnership with Salesforce"},"content":{"rendered":"<p>Air India is expanding its use of Salesforce\u2019s Agentforce AI technology across customer service, moving beyond refund processing to automate a wider range of complex passenger requests. <\/p>\n<p>The airline is now deploying the technology across three areas \u2014 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.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Air India is expanding its use of Salesforce\u2019s 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 \u2014 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.<\/p>\n","protected":false},"author":8,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[63,4,12],"tags":[],"class_list":["post-1035748","post","type-post","status-publish","format-standard","hentry","category-it-2-the-financial-express","category-newspapers","category-the-financial-express"],"acf":[],"_links":{"self":[{"href":"https:\/\/telecomlive.in\/web\/wp-json\/wp\/v2\/posts\/1035748","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/telecomlive.in\/web\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/telecomlive.in\/web\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/telecomlive.in\/web\/wp-json\/wp\/v2\/users\/8"}],"replies":[{"embeddable":true,"href":"https:\/\/telecomlive.in\/web\/wp-json\/wp\/v2\/comments?post=1035748"}],"version-history":[{"count":1,"href":"https:\/\/telecomlive.in\/web\/wp-json\/wp\/v2\/posts\/1035748\/revisions"}],"predecessor-version":[{"id":1035786,"href":"https:\/\/telecomlive.in\/web\/wp-json\/wp\/v2\/posts\/1035748\/revisions\/1035786"}],"wp:attachment":[{"href":"https:\/\/telecomlive.in\/web\/wp-json\/wp\/v2\/media?parent=1035748"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/telecomlive.in\/web\/wp-json\/wp\/v2\/categories?post=1035748"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/telecomlive.in\/web\/wp-json\/wp\/v2\/tags?post=1035748"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}