Air India Collaborates With Salesforce

Air India announces collaboration with Salesforce to transform its customer service technology stack. Through their work with Salesforce, Air India will be able to optimize the customer experience across all key touchpoints – online, on the ground and in the air.

“Providing a delightful experience to our customers across all touchpoints is the most important responsibility for every one of us Air Indians. We are delighted to work 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 Air India’s Chief Digital and Technology Officer, Dr. Satya Ramaswamy.

Arundhati Bhattacharya, Chairperson and CEO, Salesforce India, said, “Today, technology is at the heart of any ambitious organisation’s business strategy. It is a force multiplier, and a catalyst to deliver growth and increase value. For Air India, this transformation is the beginning of a historic journey and to many – an emotional one. We are honoured to be a part of this journey with Air India, reimagining the customer experience and delivering excellence.”

Our deployment of Salesforce in the contact centre and in other channels marks a step in our endeavour to provide a seamless, contextual and personalized customer experience across multiple touchpoints,” said Air India’s Chief Customer Experience and Ground Handling Officer, Rajesh Dogra.