To create a unified customer experience, an airline employs Salesforce products packed with artificial intelligence capabilities.
By partnering with Salesforce, Air India hopes to significantly enhance the customer experience and increase the efficiency of its customer-facing employees.
New Delhi, March 14, 2023: Air India, the largest airline in India and a member of the Star Alliance, has announced a partnership with Salesforce to change its customer service technology stack. Air India will be able to maximise the customer experience across all major touchpoints, including online, on the ground, and in the air, thanks to their partnership with Salesforce. By partnering with Salesforce, Air India will equip its customer-facing workforce across all touchpoints with a single data platform for its customers and AI-assisted tools to succeed in every customer engagement.
Air India’s Vihaan.AI programme is predicated on establishing a solid foundation for customer service and creating a world-class, warm, and professional customer experience via the use of innovative technologies. With Air India’s ambitious expansion goal, which will result in a significant rise in the number of customer encounters, it is important to implement technical solutions that include the most advanced Artificial Intelligence technology. The collaboration between Air India and Salesforce will allow this achievement.
“Providing our clients with a wonderful experience across all touchpoints is our most crucial job as Air Indians. We must be able to anticipate our clients’ requirements and attend to them with the utmost care. When things don’t go as planned, we want to be able to address our clients’ difficulties quickly and bring them to a satisfactory conclusion. Our firm needs a scalable technology platform that allows us to execute the aforementioned objectives efficiently. Dr Satya Ramaswamy, Air India’s Chief Digital and Technology Officer, stated, “We are thrilled to work with Salesforce, a Silicon Valley pioneer, and leverage its Einstein Artificial Intelligence capabilities and a unified customer data platform to elevate our customer service to world-class levels.”
Arundhati Bhattacharya, Chairperson and Chief Executive Officer of Salesforce India, stated, “Today, technology is crucial to the business strategies of all ambitious organisations. It is a multiplier and a catalyst for growth and value enhancement. This shift marks the beginning of a momentous and emotional journey for Air India. We are thrilled to be a part of Air India’s effort to reinvent the customer experience and achieve excellence.”
“Air India is committed to enhancing the customer experience. In accordance with our objective to provide our customers with a world-class, omnichannel experience, we are collaborating with Salesforce to create a variety of service capabilities that will make it simple for our customers to interact with us. Before and after a customer’s flight, our contact centre plays a critical part in their trip. Air India’s Chief Customer Experience and Ground Handling Officer, Mr. Rajesh Dogra, stated that the implementation of Salesforce in the contact centre and other channels represent a step in the company’s effort to provide a consistent, contextual, and personalised customer experience across multiple touchpoints.
Air India will be able to track customer interactions across its contact centre, mobile, online, chatbot, email, social media, and other channels using Salesforce’s technology, which will give a single source of truth for customer inquiries and issues. Assisted by Artificial Intelligence technology, Air India’s customer-facing people and automated systems will be able to proactively address difficulties and track their resolution. One of the greatest advantages of this technological deployment is the availability of a 360-degree picture of consumers on a unified customer data platform, allowing Air India to comprehend its clients in depth. This information will then be utilised to enhance client interactions at ground, online, and in-air touchpoints.