New Delhi: Air India on Tuesday announced its 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 touch points – online, on the ground and in the air, a statement from the company said.
By working with Salesforce, Air India’s customer-facing staff across all touch points will be empowered with a unified data platform for its customers and AI-assisted tools to excel in every customer interaction, it said.
“Providing a delightful experience to our customers across all touchpoints is the most important responsibility for every one of us Air Indians. We need to be able to understand our customers’ needs proactively and take care of them with utmost diligence. When things don’t go as expected, we want to be able to address the challenges faced by our customers with speed and take them to comprehensive closure,” Air India’s Chief Digital and Technology Officer Dr Satya Ramaswamy said.
“Having a scalable technology platform that enables us to accomplish the above effectively is critical to our business. 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,” he said.
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.”
