Air India announced it is extending its use of Salesforce’s Agentforce AI technology beyond refund processing to cover three new customer‑service functions: automated email resolution, passenger name‑change requests and a knowledge‑assistant tool for its support teams.
The expansion follows a pilot that applied Agentforce to refund handling, which the airline says reduced the average turnaround from roughly 14 days to about four hours.
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By automating these additional touchpoints, Air India aims to speed up response times for a broader range of passenger inquiries, using AI to manage complex requests that previously required manual effort.
