Transforming Customer Experience: Air India Partners with Salesforce to Offer a Personalized Experience

Leading AI-powered CRM software maker Salesforce announced that it had partnered with Air India, India’s leading airline to revolutionize the customer experience. Air India confirmed that it was implementing Sales Cloud, Service Cloud, Data Cloud, and Tableau to fulfill the vision of an enhanced customer journey.

Salesforce revealed that 88% of customers very firmly believe that the experience any brand provides is as important as its products.

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Vihaan.AI, a fundamental pillar of Air India’s transformation path, emphasizes the adoption of new technologies to improve passenger experiences as it gets ready for general expansion and a rapid increase in customers over the upcoming years.

To make the journey memorable, seamless, and satisfying while amplifying business efficiency, artificial intelligence and its contact centers and other customer-facing channels will play a major role. The focus will remain to provide a smooth, personalized experience while increasing company efficiency.

Air India will be able to enhance the customer experience through the use of Salesforce technology at all significant touchpoints, including online, on the ground, and in the air.  Additionally, employees will be given the tools they need to excel in every client engagement, including an AI-assisted data platform that provides a single perspective of customers.

Dr. Satya Ramaswamy, Chief Digital and Technology Officer, Air India, while emphasizing how important providing seamless customer service is, said,

 “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.”

Arundhati Bhattacharya, Chairperson, and CEO, of Salesforce India, stated that technology plays a key role in the success of an organization of any size, small or big.]

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“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.”

As part of Vihaan.AI, Air India has established a thorough roadmap with distinct milestones that is focused on dramatically expanding both its network and fleet, creating a completely redesigned customer proposition, enhancing dependability and on-time performance, and assuming a leadership role in technology, sustainability, and innovation while making aggressive investments in the top talent in the sector.