March 19, 2023: Air India will work with Salesforce to transform its customer service technology stack and optimize the customer experience across all key touchpoints - online,on the ground and in the air, with a unified data platform for its customers and AI-assisted tools.
The technology being deployed from Salesforce will allow Air India to track customer interactions across its contact centre, mobile, web, chatbot, email, social media and other channels to provide a single source-of-truth of customer asks, as well as challenges.
. This will also give Air India’s customer facing staff and its automated systems the ability to act on challenges proactively and track them to closure, assisted by Artificial Intelligence technologies. One of the biggest benefits of this technology rollout is the availability of a 360 degree view of customers in a unified customer data platform that enables Air India to deeply understand its customers. This knowledge will then be leveraged to enrich customer interactions in touchpoints across the ground, online and in-the-air.
“Providing a delightful experience to our customers across all touchpoints is the most important responsibility for every one of us Air Indians. We need to be able to understand our customers’ needs proactively and take care of them with utmost diligence. When things don’t go as expected, we want to be able to address the challenges faced by our customers with speed and take them to comprehensive closure. Having a scalable technology platform that enables us to accomplish the above effectively is critical to our business. We are delighted to work with Salesforce, a Silicon Valley pioneer, and leverage its Einstein Artificial Intelligence capabilities and a unified customer data platform so that we can elevate our customer service to world class levels,” said Air India’s Chief Digital and Technology Officer, Dr. Satya Ramaswamy.
Arundhati Bhattacharya, Chairperson and CEO, Salesforce India, said, “Today, technology is at the heart of any ambitious organisation's business strategy. It is a force multiplier, and a catalyst to deliver growth and increase value. For Air India, this transformation is the beginning of a historic journey and to many - an emotional one. We are honored to be a part of this journey with Air India, reimagining the customer experience and delivering excellence.”