Agentforce Takes Flight at Heathrow: New AI Agent Resolves 90% of Queries to Enhance Traveler Experience

Salesforce today announced that the UK’s largest airport, Heathrow, is significantly enhancing its traveller experience with Agentforce. Using Agentforce, Salesforce’s digital labour platform, Heathrow has deployed “Hallie,” an agent that has achieved a 90% chat resolution rate without requiring human agent transfer.

To overcome Heathrow having limited passenger information, the airport has made remarkable progress over the past three years, building its customer knowledge base through its CRM, Rewards loyalty program, Wi-Fi, and digital bookings, all feeding into Salesforce Data Cloud. This unified data foundation is crucial for delivering personalised support.

With Agentforce, Heathrow aims to provide faster service and expects to improve digital contact efficiency by up to 40%. Hallie, accessible via WhatsApp, acts as a digital travel companion. 

Powered by Agentforce, Hallie provides instant answers to common questions, including gate directions, amenity locations, and real-time wayfinding, by tapping into Heathrow’s Service Cloud knowledge base, live APIs, maps, and flight statuses. This immediate support is critical for passengers who need information on the spot, whether it’s knowing where to find the nearest phone charging station or the current wait time at security.

Driving the news: With Agentforce, the UK’s busiest airport has the ability to create and scale agent-first customer service experiences using natural language, without the need for custom code. 

The ability to create and scale agent-first customer service experiences using natural language, without the need for custom code, is a key differentiator.

This flexibility will allow Heathrow to expand its support capabilities to multiple channels, from web chat to WhatsApp. Their agent, who they affectionately call ‘Hallie’, is already viewed as a member of the team. Their call center team was excited to be actively involved in uploading the 800 knowledge articles she can act on and supporting her training.

Heathrow’s investment in Salesforce has contributed to broader digital transformation efforts and revenue growth. Its impressive results to date include:

• 40% improvement in digital contact efficiency
• 50+% fewer chat exchanges to get an answer

Hallie can also generate actionable case summaries with an expected accuracy rate of 95%. These quick, digestible summaries will enable human service agents to quickly resolve complex cases and cut live chat times by 30 seconds.

With Agentforce, Heathrow is implementing digital agents to enhance every part of the passenger journey, from real-time assistance to personalised service. This is digital labour in action.

Zahra Bahrololoumi, CEO, Salesforce UK & Ireland

What they’re saying: “We have a vision to be an extraordinary airport fit for the future. We want Heathrow to be the start of our passengers’ holiday, not just a place they transit through,” said Peter Burns, Director of Marketing & Digital. “For us this means creating a seamless, connected, personalised experience that passengers can expect to receive as standard – whether they are checking in for a flight at 4 a.m. or catching a connecting flight at 8 p.m. That’s what Agentforce is going to deliver. It’s effectively a digital concierge that holds your hand through your end-to-end airport experience.”

Salesforce perspective: “Heathrow is reimagining what it means to deliver a seamless travel experience, and we are proud Agentforce is powering this journey. With Agentforce, Heathrow is implementing digital agents to enhance every part of the passenger journey, from real-time assistance to personalised service. This is digital labour in action: trusted, connected, and designed to help people travel with confidence,” said Zahra Bahrololoumi, CEO, Salesforce UK & Ireland.

Learn more:

• Tune in to World Tour London on Salesforce+
• Read more World Tour London news here
• Learn more about Agentforce