Air India Delivers World-Class Service with Einstein

Air India, the leading airline of India, embarked on a transformative journey in 2022 with the ambitious goal of capturing 30% of the Indian market share within five years. Central to this vision was a commitment to delivering exceptional and consistent customer experiences across all touchpoints, be it digital platforms, on-ground interactions, or in-flight services. However, Air India faced the challenge of integrating disparate technology stacks resulting from mergers and acquisitions, leading to inconsistent customer service, especially with a high volume of 550,000 monthly service calls.

To address this, Air India partnered with Salesforce to modernize its service experience by providing customer-facing employees with a unified, comprehensive view of each customer. Leveraging Salesforce Data Cloud, Air India connected siloed customer data from various sources, including loyalty programs, passenger service systems, reservation and ticketing data, flight information, and web engagement, into a single, accessible profile. This holistic view empowers service agents to deliver contextual and personalized service from the moment a call is received.

Furthermore, Air India implemented Einstein 1 Service to enhance agent productivity and improve service quality. Einstein 1 Service automatically classifies cases and uses omnichannel routing to assign them to agents with the appropriate skill sets. AI-powered reply recommendations, grounded in a knowledge base, guide agents on the best next steps, ensuring prompt and effective customer assistance. Predictive AI also enables agents to offer proactive recommendations, such as automatic seat upgrades for delayed flights, enhancing customer satisfaction.

Looking ahead, Air India plans to integrate generative AI into Einstein 1 Service to further streamline agent workflows and ensure consistent brand messaging. AI-generated conversational replies will guide agents in maintaining a unified voice and tone, while AI-driven call summaries will reduce manual tasks, allowing agents to focus more on customer needs. This continuous innovation on the Salesforce platform enables Air India to deliver increasingly personalized and exceptional customer experiences.

Value Results:

• Unified Customer View: Data Cloud provides a 360-degree view of each customer, integrating data from disparate sources.

• Improved Agent Productivity: Einstein 1 Service automates case classification and provides AI-powered recommendations, accelerating resolution times.

• Enhanced Customer Experience: Personalized service and proactive recommendations, such as seat upgrades for delayed flights, increase customer satisfaction.

• Consistent Brand Messaging: Generative AI ensures a unified voice and tone across all customer interactions.