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Air India adopts AI-enabled Salesforce customer experience software product, Infra News, ET Infra

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NEW DELHI: In order to ensure a streamlined customer experience and staff productivity, Air India has decided to incorporate the services of California-based software services provider Salesforce, Inc. wherein the airline has incorporated software products embedded with artificial intelligence capabilities.

“Through their work with Salesforce, Air India will be able to optimize the customer experience across all key touchpoints – online, on the ground and in the air. By working with Salesforce, Air India’s customer-facing staff across all touchpoints will be empowered with a unified data platform for its customers and AI (artificial intelligence)-assisted tools to excel in every customer interaction,” Air India said in a statement. The airline was acquired by Tata Sons in January 2022 in a disinvestment process.

Air India is currently undertaking a transformation plan named ‘Vihaan.AI’ which aims to reestablish the airline, as a world-class global carrier with an improved customer service with regard to technology, product offering, reliability, hospitality and become profitable in its operations.

While the financial details of the engagement with Salesforce was not disclosed by Air India, the airline’s Managing Director and Chief Executive Officer Campbell Wilson in a press briefing recently outlined that the airline has invested nearly $200 million for improving product reliability and information technology systems.

As part of its transformation plan, Air India has aimed to increase its domestic market share from 8-9% currently to at least 30% over next five years, while also significantly growing its international operations. In February, it placed a historic order for 470 aircraft, a deal which is valued at $70 billion on list price.

The technology support from Salesforce will allow the airline to track customer interactions across its contact centers, mobile, web, chatbot, email, social media and other channels and will allow Air India’s customer facing staff and its automated systems the ability to act on challenges proactively and track them to closure, the statement said.

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