Philippine Airlines (PAL) is working with Salesforce to elevate the overall customer experience by improving internal processes.
PAL will leverage Salesforce Customer 360, an integrated CRM platform powered by artificial intelligence (AI), across the airline’s contact centres and customer feedback handling units.
This will provide a "comprehensive" view of customer interactions to redefine customer service and engagement, the company said.
PAL's president and chief operating officer, Capt. Stanley K. Ng said the partnership will focus initially on core functions – customer experience, marketing, and sales – with plans to explore expansion into other functional areas.
The airline will use Salesforce's Sales Cloud for sales automation, CRM, and Sales Engagement in place of legacy applications, and integrate these with the existing systems.
It is also moving to the Service Cloud, Marketing Cloud, Customer and Partner Portal and will use Slack to provide employees with data insights and automation tools.
The airline also plans to deploy Salesforce Einstein AI Chatbot, to use natural language processing (NLP) to understand and respond to customer inquiries.
PAL is also integrating its Passenger Service System (PSS) provider, Amadeus with the Salesforce Customer 360.
"Together, these partnerships form a robust ecosystem that will optimise the full range of PAL’s operations from customer service to ticket sales," Ng added.
