– Air India has integrated Salesforce products with embedded artificial intelligence capabilities to offer a seamless and consistent customer experience.
– The collaboration with Salesforce is expected to result in significant enhancements to customer experience and increased efficiency for Air India’s customer-facing staff.
New Delhi, March 14, 2023: Air India, a leading airline in India and a member of the Star Alliance, has announced its collaboration with Salesforce to revolutionize its technology stack for customer service. By partnering with Salesforce, Air India aims to enhance customer experience at all significant touchpoints, whether online, on the ground, or in the air. Salesforce will equip Air India’s customer-facing staff with a unified data platform and AI-driven tools to excel in every customer interaction, thus empowering them to deliver a seamless and personalized experience.
Air India’s Vihaan.AI initiative focuses on building a strong foundation for customer service and delivering a world-class, warm, and professional customer experience through innovative approaches. With an ambitious growth plan that involves a significant increase in customer interactions, Air India recognizes the importance of deploying robust and scalable technological solutions that incorporate cutting-edge Artificial Intelligence technologies. Working with Salesforce will enable Air India to achieve this objective.
“Providing a delightful experience to our customers across all touchpoints is the most important responsibility for every one of us Air Indians. We need to be able to understand our customers’ needs proactively and take care of them with utmost diligence. When things don’t go as expected, we want to be able to address the challenges faced by our customers with speed and take them to comprehensive closure. Having a scalable technology platform that enables us to accomplish the above effectively is critical to our business. We are delighted to work with Salesforce, a Silicon Valley pioneer, and leverage its Einstein Artificial Intelligence capabilities and a unified customer data platform so that we can elevate our customer service to world-class levels,” said Air India’s Chief Digital and Technology Officer, Dr. Satya Ramaswamy.
Arundhati Bhattacharya, Chairperson and CEO, Salesforce India, said, “Today, technology is at the heart of any ambitious organisation’s business strategy. It is a force multiplier, and a catalyst to deliver growth and increase value. For Air India, this transformation is the beginning of a historic journey and to many – an emotional one. We are honored to be a part of this journey with Air India, reimagining the customer experience and delivering excellence.”
“At Air India, we are committed to elevate our customers’ experience. In line with our strategy to deliver a world-class, omni-channel experience for our customers, we are working with Salesforce to introduce various service features that will make it easy for our customers to engage with us. Our contact centre plays a crucial role in the customer’s journey, both before and after the actual flight. Our deployment of Salesforce in the contact centre and in other channels marks a step in our endeavour to provide a seamless, contextual and personalized customer experience across multiple touchpoints,” said Air India’s Chief Customer Experience and Ground Handling Officer, Mr. Rajesh Dogra.
Air India will use Salesforce technology to monitor customer interactions across various channels such as contact centre, mobile, web, chatbot, email, and social media, providing a single source-of-truth for customer requests and challenges. This will enable Air India’s customer-facing staff and automated systems to proactively address issues and monitor them until they are resolved, aided by Artificial Intelligence technologies. The implementation of this technology will provide Air India with a 360-degree view of its customers through a unified customer data platform, allowing the airline to gain deep insights into its customers. This knowledge will be utilized to enhance customer engagement at various touchpoints, both on the ground and in the air.
For further details, please visit www.airindia.in.
