India’s flagship carrier, Air India has selected Salesforce to improve customer experience and increase satisfaction.
Air India plans to optimise the experience across touchpoints in digital spaces, on the ground, and in the air.
The airline is using Sales Cloud, Service Cloud, Data Cloud, and Tableau from Salesforce.
This partnership comes amid the airline’s ongoing plan - Vihaan.AI - to adopt new technologies to enhance passenger experiences.
Using Salesforce, the airline will equip its employees with a data platform for a unified view of customers and artificial intelligence (AI)-assisted tools to improve customer interaction.
Air India’s Chief Digital and Technology Officer, Satya Ramaswamy, said Salesforce’s flexible technologies and unified customer data platform helps build the resilience our business needs and deliver the personalisation customers expect.
Vihaan.AI focuses on five key pillars, exceptional customer experience, robust operations, industry-best talent, industry leadership, and commercial efficiency and profitability, the company said.
Additionally, Air India will strive to increase its market share to at least 30 percent in the domestic market while growing the international routes by 2027.
