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Air India Chooses Salesforce to Transform the Passenger Experience

Salesforce today announced that Air India, India’s leading airline, is using Sales Cloud, Service Cloud, Data Cloud, and Tableau to transform its customer experiences. 

Why it’s important: Eighty-eight percent of customers say the experience a company provides is as important as its products or services — the highest it’s ever been.

Driving the news: As Air India prepares for overall growth and a rapid increase in customers over the coming years, adopting new technologies to enhance passenger experiences is a key pillar of its transformation journey — Vihaan.AI.

  • A major feature of this journey includes deploying artificial intelligence technologies that will help its contact center and other customer-facing channels provide a seamless, personalized experience while boosting business efficiency. 
  • Using Salesforce technology, Air India will be able to optimize the customer experience across all key touchpoints — in digital spaces, on the ground, and in the air. 
  • Employees will also be empowered with a data platform that gives a unified view of customers and AI-assisted tools to excel in every customer interaction. 

What they’re saying: “Understanding our customers and providing the best customer experiences is our top priority. When things don’t go as expected, we want to be able to address our customers’ challenges quickly and holistically. Salesforce’s flexible technologies and unified customer data platform enables us to build the resilience our business needs and deliver the personalization our customers expect.” — Dr. Satya Ramaswamy, Chief Digital and Technology Officer, Air India.

The Salesforce perspective: “Today, technology is at the heart of any ambitious organization’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 honored to be a part of this journey with Air India, reimagining the customer experience and delivering excellence.” — Arundhati Bhattacharya, Chairperson and CEO, Salesforce India. 

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