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.

Outlines

00:00

🛩️ Transforming Air India with Technology

Air India aims to revolutionize its customer experience by leveraging technology, particularly Salesforce CRM, Data, and AI. The airline seeks to become the most advanced in the world, focusing on speed and efficiency in all operations. With the deployment of Salesforce capabilities, including email to case, web to case, and chat bot integration, the airline is enhancing its customer service. The central role of data allows for AI to summarize past conversations and generate action items post-conversation, freeing human agents to engage more naturally with customers. The adoption of Einstein service further empowers customer support agents with next best action capabilities, ensuring a customer-centric approach that is both data-driven and trust-protected.

Keywords

💡Customer Experience

Customer experience refers to the sum of all interactions a customer has with a company, which can significantly influence their perception and loyalty. In the context of the video, Air India aims to enhance this experience through technological advancements, emphasizing the importance of customer satisfaction as a core value.

💡Technology

Technology is the application of scientific knowledge for practical purposes, especially in industry. The script highlights Air India's goal to become the most technologically advanced airline, leveraging technology to improve customer service and operational efficiency.

💡Salesforce CRM

Salesforce CRM, or Customer Relationship Management, is a technology platform used to manage a company's interaction with current and potential customers. The video discusses how Air India uses Salesforce CRM to serve customers in innovative ways, integrating it with other technologies to streamline customer interactions.

💡Data

Data refers to information, often numerical, collected through observation and experimentation. In the script, data is portrayed as central to customer care, enabling personalized service and informed decision-making through AI and CRM tools.

💡Artificial Intelligence (A.I.)

Artificial Intelligence is the simulation of human intelligence in machines that are programmed to think like humans and mimic their actions. The video emphasizes A.I.'s role in summarizing customer conversations and generating action items, thereby enhancing the customer service process.

💡Speed

Speed, in this context, is the rate at which actions are taken or processes are completed. Air India has adopted speed as a key value, aiming to execute everything quickly to benefit both customers and employees, as illustrated by their rapid deployment of technological solutions.

💡Empowering

Empowering refers to the act of giving authority or power to someone. The script mentions the mission to empower both ground and air staff with the right customer information, enabling them to provide better service.

💡Integration

Integration in the context of the video refers to the process of combining different systems or technologies to work together. Air India has integrated various Salesforce capabilities, including email to case and web to case, to create a seamless customer service experience.

💡Chatbot

A chatbot is an AI-powered computer program designed to simulate conversation with human users. The script mentions the integration of a chatbot with Salesforce, indicating Air India's use of this technology to interact with customers and collect data.

💡Einstein Service

Einstein Service is likely a reference to Salesforce Einstein, which uses AI to analyze data and predict customer behavior. The video describes how Air India has adopted this service to provide customer support agents with the next best action, enhancing the efficiency of customer interactions.

💡Generative AI

Generative AI refers to artificial intelligence systems that can create new content, such as text, music, or images. The video script describes how generative AI is used to listen to customers, perform data entry, and free human agents to have more natural conversations, thereby improving the customer service experience.

💡Trust

Trust is the reliance on the integrity, strength, ability, or surety of someone or something. The script implies that trust is a protective layer for the integration of CRM, data, and generative AI, suggesting that building trust with customers is crucial for the successful implementation of these technologies.

Highlights

Air India aims to be the most advanced airline in the world using technology.

Salesforce CRM, Data, and AI are being utilized to enhance customer service in ways not possible before.

Speed is a key value for Air India in executing all actions quickly for the benefit of customers and employees.

The mission is to empower ground and air staff with the right customer information for better service.

Salesforce capabilities including email to case, web to case, and chatbot integration have been fully deployed.

The entire contact center is transitioning to leverage these Salesforce technologies.

Data is central to customer care, enabling interesting applications once available.

AI can summarize past customer conversations and generate action items to fulfill their needs.

Generative AI liberates human agents to converse naturally by handling data entry and listening to customers.

Einstein service has been adopted to assist customer support agents with the next best actions.

CRM, Data, and Generative AI, protected by trust, are essential for future customer service improvements.

Salesforce teams have been instrumental in ensuring speedy operations and implementation of these technologies.

The integration of data and generative AI capabilities will significantly enhance future customer service.

Air India's use of technology, particularly Salesforce and AI, positions it to potentially lead as the world's best airline in customer experience.

The focus on speed and technology adoption reflects a commitment to innovation and customer-centric service.

Deploying comprehensive Salesforce functionalities is a strategic move to transform customer interactions.

AI's role in automating data entry and conversation summarization streamlines the customer service process.

The human touch in customer service is preserved while AI handles backend tasks, showcasing a balanced approach.

Transcripts

Air India had a reputation for great customer experience,

But one area that everybody felt that Air India has a realistic chance

of being the absolute best airline in the world

is in the area of technology.

We are trying to make Air India

into the most advanced airline in the world.

With Salesforce CRM, Data, and A.I.,

we are able to serve customers in ways that we were not able to do before.

We have set

speed as one of the key values that we execute on.

Everything we do, we want to do quickly so that our customers,

our employees can get the benefit of the actions that we are taking.

Our mission was to empower the folks on the ground

as well as in the air with the right set of information

about the customer so that the customer can be served better.

We have deployed the entire capability of Salesforce.

We did email to case, we did web to case, we did the integration

with the chat bot.

Now we are switching over the entire contact center.

Data is at the very center of taking care of the customer.

Once the data is available, we can do a lot of very interesting things.

We can have the AI summarize the earlier conversations with the customer.

Once the conversation is over, generative AI has the ability

to generate the action items to fulfill this customer's needs.

The AI is listening to the customer doing all the data entry,

so that the human agent is fully liberated

to have a normal conversation with the customer.

We also adopted Einstein service

to provide the customer support agents

with the next to best action capability. CRM, and Data, and then the generative AI,

all protected by a layer of trust is going to be very important

Salesforce teams have been extraordinarily helpful in making sure

that we operate with a lot of speed. So, all these things were not possible before.

But now with the help of all the data that we have

and the generative AI capabilities, we will be able to serve our customers

even better in the future.