Air India, owned by the Tata Group, announced its work with Salesforce to transform its customer service technology stack.
Salesforce, the leader in CRM, will assist Air India to optimize the customer experience across all key touchpoints – online, on the ground, and in the air.
Air India’s customer-facing staff across all touchpoints will be empowered with a unified data platform for its customers and AI-assisted tools to excel in every customer interaction.
“We are working with Salesforce, a Silicon Valley pioneer, and leverage its Einstein Artificial Intelligence capabilities and a unified customer data platform so that we can elevate our customer service to world-class levels,” said Satya Ramaswamy, Chief Digital and Technology Officer of Air India.
The technology being deployed from Salesforce will allow Air India to track customer interactions across its contact centre, mobile, web, chatbot, email, social media and other channels to provide a single source-of-truth of customer asks as well as challenges.