Air India is expanding its use of Salesforce’s Agentforce artificial intelligence platform across customer service, moving beyond its initial refund-processing application to automate a wider range of complex passenger service requirements.
The airline’s expanded deployment covers automated email resolution, passenger name-change processing and a Knowledge Agent designed to provide customer service teams with faster access to operational information.
Air India’s initial implementation of Agentforce for refund processing has reduced turnaround times from approximately 14 days to around four hours. The technology is designed to handle multiple validations, policy checks, backend interactions and cross-team dependencies as part of the refund process.
The latest expansion also introduces automated email resolution for messages containing multiple requests, including refunds, baggage and loyalty-related queries. The system identifies different customer intents, validates information across relevant systems and coordinates the required actions before generating a consolidated response.
For eligible cases, responses are generated only when the system reaches a confidence threshold of more than 95%, with human oversight retained where required.
Agentforce is also being used for passenger name corrections, a process involving multiple eligibility checks and ticketing actions. Air India has reduced the turnaround time for eligible name-change requests from around three days to approximately 30 minutes through automated validation, ticket reissuance and delivery.
A separate Knowledge Agent functions as an AI-powered assistant for customer service teams, providing real-time access to policies, procedures, fare rules and operational guidance. Salesforce said the system is helping reduce information-retrieval time, improve consistency and support faster first-contact resolution.
Air India has more than 30 agentic AI initiatives underway across its digital ecosystem, as it continues to integrate technology into passenger-facing and operational processes.
Comments on the news:
Dr. Satya Ramaswamy, Chief Digital & Technology Officer, Air India, said, “Our journey with Agentforce is not simply about deploying AI; it is about redefining what is possible in airline customer service. We are moving from AI that assists our teams to AI that can understand, decide and execute within clearly defined guardrails. The impact is visible in faster resolutions, greater consistency and lower customer effort. As we scale these capabilities, our focus remains on using AI to address real customer needs while maintaining the accuracy, governance and human oversight expected from an empathetic global airline.”
Arundhati Bhattacharya, President and CEO, Salesforce – South Asia, said, “The next chapter of customer experience will be defined not simply by how quickly organisations respond, but by how intelligently they can act on behalf of customers. Air India is bringing that future to life at the scale and complexity of global aviation — combining trusted data, AI agents and human judgment to make service more proactive, responsive and effortless. We are proud to partner with Air India as it reimagines customer service for the agentic era and advances its ambition to become an Agentic Airline of the future.”
