Air India has deepened its partnership with Salesforce, becoming one of the first global airlines to adopt Salesforce Agentforce—a cutting-edge agentic AI solution designed to modernise and automate customer service operations.
The move marks a key milestone in Air India’s broader digital transformation efforts, focused on delivering faster, more personalised, and more efficient service experiences for its passengers. The airline will first apply Agentforce to streamline its refund request process, a common pain point in the customer journey.
Automating Refunds with AI
Currently, refund processing involves multiple handoffs between the contact centre and the refunds team, often resulting in delays and customer frustration. With Agentforce, Air India aims to significantly reduce manual intervention by automating these workflows. The goal is to speed up resolutions and improve overall customer satisfaction, freeing up human agents to handle more complex and high-value customer needs.
Following the successful implementation of refund automation, Air India plans to expand Agentforce across other areas of its contact centre operations—including voice-based interactions—in the coming months.
AI in the Skies: A Strategic Shift
“Agentforce represents the next frontier of customer service, where AI works alongside humans to deliver faster, smarter, and more personalised experiences at scale,” said Arundhati Bhattacharya, President & CEO of Salesforce – South Asia. “With its adoption of Agentforce, Air India is setting a new benchmark for modern, AI-driven customer engagement in the aviation industry globally.”
Also read: 80% of Indian Firms Exploring Agentic AI: Deloitte
Satya Ramaswamy, Chief Digital & Technology Officer at Air India, added, “We are happy to partner with Salesforce in pioneering Agentforce in the aviation industry, starting with transforming how we manage certain classes of refund cases using cutting-edge agentic AI. For our guests, this means instant acknowledgement of claims with real-time updates, reinforcing trust and valuing their loyalty.”
Building on Previous AI Investments
Air India has been a long-standing Salesforce customer, using platforms such as Service Cloud, Sales Cloud, Data Cloud, and Einstein AI to support various aspects of its business operations. In 2023, the airline also introduced Maharaja, a generative AI-powered virtual agent developed using Azure OpenAI, to handle customer queries more efficiently.
The introduction of Agentforce is the airline’s latest step toward embedding AI more deeply into its operational fabric, reflecting a commitment to innovation, automation, and world-class passenger experiences.
