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

Finnair, Finland’s flagship airline, has flown for over a century. With a 90% on-time rate, it connects 12 million passengers a year to 1,000 destinations via the Oneworld alliance.

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

Finnair has prioritized their customers’ safety and wellbeing since 1923. Inspired by Finland’s reputation as the world’s happiest country, the airline brings that same sense of Finnish spirit, joy, and comfort to every flight by paying special attention to detail, efficiency, sustainability, 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.

From missed flights to customs conundrums, Agentforce will provide instant, accurate answers.

The key to providing fast, consistently personalized service across every scenario is Agentforce, the agentic layer of the Salesforce Platform. Finnair already has the data to tailor their service for each customer, but they needed a way to bring those insights together and act on them. Agentforce will do just that. By combining information from Finnair’s website, rich customer insights in Service Cloud, reservation and booking data from Amadeus — an external system used to manage travel bookings across the global tourism industry — and Finnair Plus loyalty details via Data Cloud, Agentforce will act on unified customer and travel data to serve passengers in a warm, conversational tone.

For instance, if a customer reaches out to Finnair regarding their Finnair Plus loyalty membership, Agentforce will provide specific information like the number of points they have accumulated, when they’ll qualify for the next tier status, or details on available airport travel perks. 

If a case requires further assistance, Agentforce will seamlessly escalate to one of Finnair’s skilled reps with all the necessary context. For example, if a customer asks about traveling with a pet, Agentforce will provide the rep with key details instantly — flight information from Amadeus, Finnair’s pet travel policies, and relevant regulations for traveling with animals, including specific rules for flights from Paris — eliminating the need for manual searches and ensuring faster, more accurate assistance.

“Our human agents rely entirely on Salesforce, making Agentforce a natural next step in enhancing customer service with Service Cloud,” Kleemola said.

In addition to improving the customer experience, Agentforce will also significantly shorten the onboarding process for new reps by providing the information they need instantly. New hires will no longer have to spend a year learning how to shuffle between multiple systems to find answers, helping Finnair decrease onboarding time by 25% while still training up world-class support.

Agentforce will deliver 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 will be even faster. Agentforce is integrated with Service Cloud’s customer data and automation tools, which enables it to continuously monitor flights, keep customers informed, and suggest alternative itineraries when needed — reducing stress for travelers and improving efficiency for reps. For example, when a customer requests a refund, Agentforce will automatically verify the request, check the ticket status, and process the refund, streamlining a once-manual process.

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

"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.

For Finnair, Salesforce offered a deeply unified, open platform that seamlessly integrates with their existing systems and unlocks powerful AI-driven insights. The Salesforce Platform will bring together data from essential systems like Service Cloud, Amadeus, and eventually Snowflake into Data Cloud. This created a single, searchable data store for customer details, and articles on finnair.com documenting Finnair’s best practices and expertise to provide exceptional experiences – on the good days and the bad. With everything in one place, Finnair’s reps have instant access to critical information, enabling faster and more accurate service.

Agentforce is a natural extension of what they’ve already built with Salesforce, building on their success with Service Cloud. AI agents will turn Finnair’s data into instant, seamless support worldwide by helping them proactively take action to get ahead of issues for their customers. “Agentforce is going to be the heart of customer service; I see it as revolutionary,” said Taina Kunelius, Finnair’s Head of Before and After Journey CX.

By automating routine tasks and anticipating customer needs, Agentforce helps Finnair maintain its signature high-touch service in every situation and ensure that every journey is as smooth, stress-free, and comforting as Finnish hospitality itself.