Speaker from Air India describes a program to make Air India the most advanced airline using Salesforce CRM, data, and AI. They emphasize speed as a core value, empowering ground and air staff with customer data, and deploying Salesforce features (email-to-case, web-to-case, chatbot integration) while migrating the contact center. The speaker highlights generative AI for conversation summarization, action-item generation, and automated data entry, plus Einstein Service for next-best-action recommendations, all protected by trust controls.
Chapters
Air India had a reputation for great customer experience. But one area that everybody felt that Air India has a realistic chance of being the absolute best airline in the world is in the area of technology. We are trying to make Air India into the most advanced airline in the world. With Salesforce, CRM data and AI, we are able to serve customers in ways that we were not able to do before. We have set speed as one of the key values that we execute on everything we do. We want to do it quickly so that our customers, our employees, can get the benefit of the actions that we are taking. Our mission was to empower the folks on the ground as well as in the air with the right set of information about the customer so that the customer can be served better. We have deployed the entire capability of Salesforce. We did email to case, we did web to case, we did the integration with the chatbot. Now we are switching over the entire contact center. Data is at the very center of taking care of the customer. And once the data is available, we can do a lot of very interesting things. We can have the AI summarize the earlier conversations with the customer. Once the conversation is over, Generative AI has the ability to generate the action items to fulfill this customer's needs. The AI is listening to the customer, doing all the data entry so that the human agent is fully liberated to have a normal conversation with the customer. We also adopted Einstein service to provide the customer support agents with the next best action capability, CRM and data. And then the generative AI, all protected by a layer of trust, is going to be very important. Salesforce teams have been extraordinarily helpful in making sure that we operate with a lot of speed. So all these things were not possible before, but now, with the help of all the data that makes we have and the generative AI capabilities, we will be able to serve our customers even better in the future.
