Through this association, Air India would be able to enrich all the touchpoints. 

On Tuesday, Air India agreed on the amalgamation with Salesforce to change the lack of customer service into enhancing experience. 

This association will help Air India to focus on back looked areas like online, on the ground, and in the air. Air India’s customer-facing staff across all the touchpoints would be empowered to be concluded into a single platform for its customers and AI-assisted tools sweeten all client relations. 

Given the ambitious growth plan of Air India that will result in a rapid increase in the volume of customer interactions, deploying robust and scalable technological solutions that incorporate the latest in Artificial Intelligence technologies becomes imperative. Air India’s work with Salesforce will enable this accomplishment,” stated the press release.

The services provided by Salesforce will allow all the customer interactions of contact center, mobile, web, chatbot, email, social media, and all the available platforms to be centralized and to provide a single source of truth.

It will also enable Air India’s customer-facing employees and its automated systems to proactively address challenges and track them to closure, with the help of artificial intelligence technology.

One of the biggest benefits of this technology deployment is the provision of a 360-degree customer view in a unified customer data platform, enabling Indian airlines to gain a deep understanding of their customers. This knowledge will then be used to enrich customer interactions across touchpoints on the ground, online, and in the air.

At Air India, we are committed to elevating our customers’ experience. In line with our strategy to deliver a world-class, omnichannel experience for our customers, we are working with Salesforce to introduce various service features that will make it easy for our customers to engage with us. Our contact center plays a crucial role in the customer’s journey, both before and after the actual flight. Our deployment of Salesforce in the contact center and other channels marks a step in our endeavor to provide a seamless, contextual, and personalized customer experience across multiple touchpoints,” said Rajesh Dogra, Air India’s Chief Customer Experience and Ground Handling Officer.