Air India Accelerates Customer Service Transformation with Salesforce Agentforce

Salesforce yesterday announced that Air India is expanding its use of Agentforce across customer service to automate complex workflows and deliver faster, smarter customer experiences. Following its initial refund-processing deployment, Agentforce has reduced refund turnaround time from approximately 14 days to four hours. Air India is now using Agentforce across three key areas: Automated Email Resolution, Name Change Automation and a Knowledge Agent.

Agentforce can identify multiple customer requests within a single email, validate information across systems, execute required actions and generate responses with human oversight where needed. For name corrections, Agentforce has reduced turnaround time from approximately three days to just 30 minutes. The Knowledge Agent gives service teams instant access to policies, procedures, fare rules and operational guidance, helping reduce information retrieval and hold times while improving response consistency and first-contact resolution.

Dr. Satya Ramaswamy, Chief Digital & Technology Officer, Air India, said the company’s Agentforce journey is about redefining airline customer service by moving from AI that assists teams to AI that can understand, decide and execute within defined guardrails. Arundhati Bhattacharya, President and CEO, Salesforce – South Asia, said Air India is bringing the future of customer experience to life by combining trusted data, AI agents and human judgment, supporting its ambition to become an Agentic Airline of the future.