Air India expands its use of Agentforce to speed up customer service

Air India is expanding its use of Salesforce Agentforce to automate more customer service processes, moving beyond its initial deployment for refund processing. The airline is now using the artificial intelligence (AI) platform for multi-intent email requests, passenger name changes, and faster access to operational knowledge for service teams. The expansion is part of Air India’s broader use of agentic AI across its digital operations.