{"id":72426,"date":"2025-06-11T09:00:00","date_gmt":"2025-06-11T08:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?post_type=sf_press_release&p=72426"},"modified":"2025-06-11T10:49:09","modified_gmt":"2025-06-11T09:49:09","slug":"heathrow-airport-agentforce-passenger-experience","status":"publish","type":"sf_press_release","link":"https:\/\/www.salesforce.com\/uk\/news\/press-releases\/2025\/06\/11\/heathrow-airport-agentforce-passenger-experience\/","title":{"rendered":"Agentforce Takes Flight at Heathrow: New AI Agent Resolves 90% of Queries to Enhance Traveler Experience"},"content":{"rendered":"\n

Salesforce today announced that the UK\u2019s largest airport, Heathrow<\/a>, is significantly enhancing its traveller experience with Agentforce<\/a>. 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.<\/p>\n\n\n\n

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<\/a>. This unified data foundation is crucial for delivering personalised support.<\/p>\n\n\n\n

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.\u00a0<\/p>\n\n\n\n

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\u2019s knowing where to find the nearest phone charging station or the current wait time at security.<\/p>\n\n\n\n