Air India Adopts Salesforce Agentforce to Boost AI-Driven Customer Service

Air India has deepened its partnership with Salesforce by becoming one of the first airlines globally to implement Salesforce Agentforce, a move aimed at enhancing customer service automation and operational efficiency as part of its broader digital transformation journey.

The initial deployment of Agentforce will focus on automating the airline’s refund request process, a task that typically involves multiple steps and coordination between Air India’s contact center and the refunds team.

By streamlining these workflows with AI, the airline aims to deliver faster resolution times, reduce manual intervention, and improve the overall customer experience.

Air India has long leveraged Salesforce’s ecosystem — including Service Cloud, Sales Cloud, Data Cloud, and Einstein AI — to support its business operations. The integration of Agentforce marks a significant step forward in its AI strategy, enabling more personalised and efficient customer engagement at scale.

“Agentforce represents the next frontier of customer service, where AI works alongside humans to deliver faster, smarter, and more personalized experiences,” said Arundhati Bhattacharya, President & CEO, Salesforce – South Asia. “With its adoption of Agentforce, Air India is setting a new benchmark for AI-driven customer engagement in the aviation industry.”

Satya Ramaswamy, Chief Digital & Technology Officer at Air India, added,

“We’re proud to partner with Salesforce in pioneering Agentforce in aviation. Starting with refund automation, we’re transforming guest interactions through real-time acknowledgements and updates — reinforcing trust and loyalty.”

Following the success of the refund automation initiative, Air India plans to scale Agentforce across other customer service areas, including voice-based support, over the coming months.