Air India has signed up Salesforce to transform its customer service experience at all significant touchpoints including online, on ground, onboard the aircraft etc. Salesforce claims to provide consistent data platform and artificial intelligence-assisted tools to Air India’s customer-facing staff. Salesforce claims that, the airline will be able to track customer interactions across its contact centre, mobile app, website, chatbot, email, social media, and other channels, providing a single source of truth for both customer requests and issues. The technology also boasts of providing the capacity to respond proactively to problems and follow them through to resolution with the aid
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