Finnair’s Finnish hospitality shines with Agentforce's 24/7 support.

Finnair strives to make every trip effortless, even when things don’t go as planned.

Finnair has connected Finland to the world since 1923. Inspired by Finland’s reputation as the world’s happiest country and prioritizing their customers’ wellbeing, the airline brings that same sense of Finnish spirit, friendliness, and comfort to every flight by paying special attention to detail, efficiency, and high-touch service. "Sharing Finnish happiness means keeping our promises and ensuring every journey is better — today and tomorrow," said Antti Kleemola, Finnair’s Chief Digital Officer.

Travel is full of unexpected challenges, which is why Finnair invests in multilingual reps fluent in 13 languages, each highly trained in problem solving and conflict resolution. The one-year onboarding process reflects their commitment to high-touch service, preparing reps to handle everything from routine flight details to complex issues like tracking lost baggage across multi-stop itineraries. Assisting customers meant navigating hundreds of internal knowledge sources, airport-specific information, and international travel guidelines across multiple systems — a time-consuming and labor-intensive process.

To ease the load on reps, Finnair had previously introduced a chatbot to handle common questions, like “Do I have lounge access with a Finnair Plus Gold Card?” While useful for simple, clearly worded queries, the bot struggled with anything more conversational or nuanced. For example, if a customer followed up by asking whether children could join them in the lounge, the bot often failed to understand. It worked well if you asked the exact right question — but anything more specific or complex usually led to confusion. As a result, the experience wasn’t always seamless, and many customers ended up calling in or searching for answers themselves.

Delivering Finnish hospitality is about creating moments of warmth and ease. To achieve this, Finnair needed more than a chatbot. They needed a solution that could seamlessly connect data and turn it into personalized, proactive service for even the most challenging travel scenarios.

Agentforce delivers real-time, personalized support to Finnair customers, turning disruptions into seamless experiences.

Finnair has long been proactive in reaching out to customers when plans change. With Agentforce, they're even faster. With customer data and automation tools in Agentforce Service, they can keep customers informed and suggest alternative itineraries when needed — reducing stress for travelers and improving efficiency for reps.

These advancements are paving the way for an even more anticipatory and personalized approach to customer care, like using Agentforce Voice to provide real-time updates and rebooking options for customers who prefer a phone call.

And in the future, Agentforce will be able to take action on bookings. For example, when a customer wants to change booking details, Agentforce will automatically verify and process the request, streamlining a once-manual process.

"Whether it’s a sudden snowstorm or an unexpected airport technical issue, customers won’t have to wonder what to do next," Kleemola said.

By blending the warmth of Finnish hospitality with the power of digital innovation, Agentforce elevates Finnair’s support — ensuring every journey is effortless, every disruption is handled with care, and every customer is supported from start to finish.

Agentforce elevates daily operations, empowering reps to work faster and with greater consistency.

Across Finnair’s seven offices, all 500 of their service reps rely on Agentforce Service. Agentforce makes nearly 2 million secure LLM calls every month to perform tasks, reason, and take action to help reps deliver fast, accurate, consistent service.

For example, Agentforce-powered service replies and email responses have transformed day-to-day work. Reps can instantly create high-quality drafts that are easy to personalize, helping them respond with increased consistency and speed and notably cutting time spent drafting by more than 20%.

When reps take ownership of a case — whether it's from Sisu or another human rep — they rely on Agentforce to generate “mid-summaries.” This custom prompt pulls directly from case details, transcripts, and email threads to produce a clear overview of the case, what’s happened so far, and what needs to happen next. By serving up instant context when a case is inherited, mid-summaries deliver significant improvement in speed and accuracy.

Finnair also built a custom prompt that instructs Agentforce to generate full case summaries and “close summaries.” These outline why the customer reached out, what was communicated, the steps taken, and the final resolution — all in seconds. This empowers reps to create high-quality documentation without manual effort.

These summaries enable case categorization — a favorite feature among Finnair’s reps that automatically classifies every case for them, giving full visibility into what customers are asking about. Before, reps had to manually tag cases from a long list of category options, with many cases getting tagged with the first item on that list. With automatic classification, reps can now trust that all cases are classified correctly.