{"id":85302,"date":"2025-03-11T17:00:00","date_gmt":"2025-03-12T00:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?post_type=sf_press_release&#038;p=85302"},"modified":"2025-03-13T12:59:32","modified_gmt":"2025-03-13T19:59:32","slug":"singapore-airlines-agentforce-customer-support","status":"publish","type":"sf_press_release","link":"https:\/\/www.salesforce.com\/news\/press-releases\/2025\/03\/11\/singapore-airlines-agentforce-customer-support\/","title":{"rendered":"Singapore Airlines and Salesforce Collaborate on AI-Powered Customer Servicing Applications, Plan to Co-Develop More Solutions for the Airline Industry"},"content":{"rendered":"\n<p><strong>SAN FRANCISCO \u2013 March 11, 2025<\/strong> \u2013 Salesforce (NYSE: CRM), the world\u2019s #1 AI CRM, and Singapore Airlines (SIA) today announced that the Airline is incorporating <a href=\"https:\/\/www.salesforce.com\/agentforce\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce<\/a>, Einstein in <a href=\"https:\/\/www.salesforce.com\/service\/cloud\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Service Cloud<\/a>, and <a href=\"https:\/\/www.salesforce.com\/data\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Data Cloud<\/a> into its customer case management system, enabling it to deliver more consistent and personalized service to its customers.<\/p>\n\n\n\n<p>The two companies also plan to co-develop <a href=\"https:\/\/www.salesforce.com\/artificial-intelligence\/what-is-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">Artificial Intelligence (AI)<\/a> solutions for airlines at the <a href=\"https:\/\/www.salesforce.com\/blog\/ai-research-team-singapore\/\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce AI Research hub in Singapore<\/a>, aiming to provide greater value and additional benefits to the industry.&nbsp;&nbsp;&nbsp;<\/p>\n\n\n\n<p>SIA will utilize Agentforce, an AI system that deploys autonomous agents to perform specific tasks. This helps to streamline its customer service operations, allowing its customer service representatives to focus on providing enhanced and personalized attention in each customer interaction. Data Cloud, the hyperscale data engine built within Salesforce, powers Agentforce by combining relevant data together, enabling the AI agents to better support the customer service representatives with personalized advice and solutions for the customers.&nbsp;<\/p>\n\n\n\n<p>SIA will also leverage Einstein generative AI capabilities featured inside Service Cloud to summarize customers\u2019 previous interactions with the Airline. It can also provide guidance on assistance, enabling customer service representatives to better understand and anticipate customer needs and tailor solutions. This will reduce average response times, facilitating more efficient and proactive customer service.<\/p>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--mountain\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tSalesforce Announces USD $1B Investment in Singapore\t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p><\/p>\t<\/div>\n\t\t\t<p class=\"tidbit-link label\">\n\t\t\t<a class=\"label has-right-arrow has-right-arrow--small\" href=\"https:\/\/www.salesforce.com\/news\/press-releases\/2025\/03\/11\/singapore-investment\/\" target=\"_blank\">\n\t\t\t\t<span>READ MORE<\/span>\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 14 10\">\n\t<path d=\"M13.92 5.38a1 1 0 000-.76.9.9 0 00-.17-.26.25.25 0 000-.07l-4-4a1 1 0 00-1.46 1.42L10.59 4H1.07a1 1 0 000 2h9.52l-2.3 2.29a1 1 0 000 1.42 1 1 0 001.42 0l4-4a.25.25 0 000-.07.9.9 0 00.21-.26z\" \/>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/p>\n\t\t\t\t<img class=\"tidbit img-mountain\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-mountain-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-mountain-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-mountain-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-mountain-large@1x.png\"\n\t\talt=\"Illustration of mountain\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n\n\n\n<p>\u201cAs the world\u2019s leading digital airline, Singapore Airlines is committed to investing in and leveraging the relevant technologies to enhance customer experiences, improve operational efficiencies, drive revenue generation, and boost employee productivity. The SIA Group has been an early adopter of Generative AI solutions, developing over 250 use cases over the last 18 months and implementing around 50 initiatives across our end-to-end operations,\u201d said Mr. Goh Choon Phong, Chief Executive Officer, Singapore Airlines.<\/p>\n\n\n\n<p>\u201cSalesforce is a pioneer in agentic AI. Integrating Agentforce, Einstein in Service Cloud, and Data Cloud into SIA\u2019s customer case management system enhances our ability to efficiently assist our customers, and marks the first step in our collaboration. Together, we will co-create AI solutions that drive meaningful and impactful change and set new standards for service excellence in the airline industry,\u201d continued Mr. Goh Choon Phong.<\/p>\n\n\n\n<p>&#8220;The rise of digital labor, powered by autonomous AI agents, is not just reimagining the customer experience \u2014 \u200cit&#8217;s transforming business. We&#8217;re thrilled to partner with Singapore Airlines, a trailblazer in this AI revolution, to elevate their already outstanding customer service to unprecedented heights, augment their employees and collaborate on groundbreaking AI solutions for the airline industry. With our deeply unified digital labor platform, we&#8217;re bringing humans together with trusted, autonomous AI agents, unlocking new levels of productivity, innovation and growth,\u201d said Marc Benioff, Chair and CEO, Salesforce.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-more-information\"><strong>More information:<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Learn more about&nbsp;<a href=\"https:\/\/www.salesforce.com\/agentforce\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce<\/a><\/li>\n\n\n\n<li>Read additional&nbsp;<a href=\"https:\/\/www.salesforce.com\/news\/topics\/customer-success\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer success stories<\/a><\/li>\n<\/ul>\n\n\n\n<p><strong>About Singapore Airlines<\/strong><br>The Singapore Airlines (SIA) Group\u2019s history dates to 1947 with the maiden flight of Malayan Airways. The airline was later renamed Malaysian Airways and then Malaysia-Singapore Airlines (MSA). In 1972, MSA split into Singapore Airlines and Malaysian Airline System. Initially operating a modest fleet of 10 aircraft to 22 destinations in 18 countries, SIA has since grown to be a world-class international airline group that is committed to the constant enhancement of the three main pillars of its brand promise: Service Excellence, Product Leadership, and Network Connectivity. Singapore Airlines is the world\u2019s most awarded airline. For more information, please visit <a href=\"http:\/\/www.singaporeair.com\" target=\"_blank\" rel=\"noreferrer noopener\">http:\/\/www.singaporeair.com<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>SAN FRANCISCO \u2013 March 11, 2025 \u2013 Salesforce (NYSE: CRM), the world\u2019s #1 AI CRM, and Singapore Airlines (SIA) today announced that the Airline is incorporating Agentforce, Einstein in Service Cloud, and Data Cloud into its customer case management system, enabling it to deliver more consistent and personalized service to its customers. The two companies [&hellip;]<\/p>\n","protected":false},"author":176,"featured_media":85305,"template":"","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"sf_content_type":[1756],"sf_theme":[1917],"sf_topic":[1737,1734,1757,2798,1726],"sf_product":[19930,2717],"sf_industry":[2788],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1798],"sf_collection":[],"sf_visibility":[],"coauthors":[2027],"class_list":["post-85302","sf_press_release","type-sf_press_release","status-publish","has-post-thumbnail","hentry","sf_content_type-press-releases-customer","sf_theme-customer-engagement","sf_topic-artificial-intelligence","sf_topic-customer-engagement","sf_topic-customer-service-and-support","sf_topic-data","sf_topic-digital-transformation","sf_product-agentforce","sf_product-data-360","sf_industry-travel-transportation-hospitality","sf_location-global"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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