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Air India Collaborates With Salesforce To Improve Its Customer Service

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Air India collaborates with technology industry leader Salesforce to provide its customers an unparalleled experience.

Recently, Salesforce itself posted about the new collaboration on its website.

To deliver a unified customer experience, the airline adopts Salesforce products embedded with artificial intelligence. Air India will be able to optimize customer experiences across all key touchpoints – online, on the ground, and in flight – by working with Salesforce.

Air India’s Chief Digital and Technology Officer, Dr. Satya Ramaswamy, said in the press release that all Air Indians are responsible for providing customers with a delightful experience across all touchpoints. To provide their customers with the best service, Air Indians need to proactively understand their customer’s needs and address them as soon as possible.

With Air India’s ambitious growth plan leading to increased customer interactions, deploying robust and scalable technological solutions incorporating Artificial Intelligence becomes imperative. The partnership between Air India and Salesforce will enable this achievement to provide world-class customer service and create a warm, professional atmosphere.

Also, in the press release, Arundhati Bhattacharya, Chairperson and CEO of Salesforce India, said that a company’s business strategy today is dominated by technology. To increase value and deliver growth, it is a catalyst. She added, “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.”

Using Salesforce’s technology, Air India will be able to monitor customer interactions across multiple channels, including call centers, mobile, web, chatbots, email, social media, and more, to provide a single source of truth about customer inquiries. 

Among the major benefits of this technology rollout is Air India’s ability to gain a 360-degree view of its customers using a unified customer data platform.

For a more in-depth insight into the news, check the link below to the press release released by Air India. 

We will keep you posted if there will be any further updates.

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Ajay Dubedi

CEO | Founder
Ajay Dubedi, the founder and CEO of Cloud Analogy, is a prominent Salesforce Sales, Service, and Marketing cloud Consultant with a rich expertise in handling challenging business models. Ajay has assisted and implemented solutions in industries comprising Banking, Health Care, Networking, Education, Telecommunication and Manufacturing. Ajay is globally acclaimed for his extensive experience in APEX Programming, VisualForce pages, Triggers, Workflows, Page Layouts, Roles, Profiles, Reports & Dashboards.

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