Air India Takes Service to the Skies with Top-Level Tools | Salesforce

Summary

Air India is leveraging Salesforce CRM, Data, and AI to revolutionize its customer experience, aiming to become the world's most advanced airline. With a focus on speed and empowerment of both ground and in-flight staff, the airline has integrated various Salesforce capabilities, including email to case, web to case, and chatbot integration, to streamline customer service. The use of AI not only summarizes customer conversations but also generates action items to meet their needs, freeing human agents for more personalized interactions. Einstein service further enhances support by predicting the best actions for agents. Trust and data protection are emphasized, ensuring a secure and efficient customer service future.

Takeaways

• 🛫 Air India is striving to become the most technologically advanced airline globally, aiming to provide an exceptional customer experience.
• 🚀 The airline is leveraging Salesforce CRM, Data, and AI to enhance customer service in innovative ways that were not possible before.
• 🏎 Speed is a core value for Air India, emphasizing the importance of quick actions to benefit both customers and employees.
• 🌐 Air India has deployed Salesforce's full capabilities, including email to case, web to case, and chatbot integration to streamline customer interactions.
• 🔄 Data plays a central role in customer care, enabling personalized and efficient service through AI's ability to summarize and generate action items from conversations.
• 👂 AI technology is utilized to listen to customer conversations, automate data entry, and free up human agents to focus on customer interaction.
• 🛡️ Einstein service has been adopted to empower customer support agents with predictive insights on the best next actions to take.
• 🔒 Trust is a critical layer in the use of CRM, Data, and AI, ensuring that customer information is handled securely.
• 🤝 Salesforce teams have been instrumental in facilitating rapid operational advancements for Air India.
• 📈 With the integration of data and generative AI, Air India is positioned to further improve its customer service in the future.
• 🌟 The overall mission is to empower both ground and air staff with the right information to better serve customers.

Q & A

What is Air India's current focus in terms of customer experience?

Air India is focusing on becoming the most advanced airline in the world through the use of technology, specifically Salesforce CRM, Data, and A.I., to serve customers in new and improved ways.

How does Air India define 'speed' as a key value in its operations?

Speed at Air India means executing everything quickly to ensure that both customers and employees benefit promptly from the actions taken by the airline.

What is Air India's mission regarding the use of customer information?

Air India's mission is to empower both ground and air staff with the right set of customer information to better serve the customers.

Which Salesforce capabilities has Air India deployed to enhance customer service?

Air India has deployed capabilities such as email to case, web to case, chat bot integration, and is in the process of switching over the entire contact center to Salesforce.

How does data play a central role in Air India's customer care strategy?

Data is central to understanding and serving customers better. With data available, Air India can perform tasks like summarizing past conversations and generating action items to fulfill customer needs.

What role does AI play in Air India's customer service?

AI at Air India listens to customer conversations, does data entry, and generates action items, which liberates human agents to have more natural conversations with customers.

What is 'Einstein service' and how is it being used by Air India?

Einstein service is a part of Salesforce that provides customer support agents with the next best action capabilities, enhancing the efficiency and effectiveness of customer interactions.

How does Air India ensure trust while utilizing CRM, Data, and generative AI?

Air India ensures trust by protecting all these technologies with a layer of security measures, ensuring the privacy and integrity of customer data.

What has been the role of Salesforce teams in Air India's technological transformation?

Salesforce teams have been extraordinarily helpful in ensuring that Air India operates with speed, facilitating the implementation of new technologies and processes.

How does Air India plan to serve customers better in the future with the help of data and AI?

Air India plans to leverage the vast amount of data and AI capabilities to provide more personalized and efficient customer service, anticipating and fulfilling customer needs more effectively.

What is the significance of the integration of chat bots with Salesforce for Air India?

The integration of chat bots with Salesforce allows for a more seamless and automated customer interaction, enhancing the overall customer experience by providing quick responses and support.