Finnair explains how it uses Salesforce and AgentForce to improve customer service and operations. The airline focuses on a customer-first approach to make travel smoother and more efficient.
Travel is often very emotional and the customer expectations are very high.
Whatever happens globally, it has an impact to our travelers.
We don't have the scales to compete within the market.
So we have been looking for a solution to have a limitless workforce.
It's something that we need in order to be competitive for the next century.
With Agent Force, we are talking about revolution.
1923 is the year we were established. Canair leads globally bridging Europe and Asia with first ever direct flights. It's a great heritage to be the fifth oldest in the world serving around 12 million passengers per year.
We have a long partnership with Salesforce.
Everything that we are running in our customer service, this is really built around Salesforce making sure that all journeys that the customers have with us are happy journeys. We want to be making sure that our customers are proud of selecting Finnair as their carrier. We are the ones who make sure that you get back home and changes.
Or unexpected things might happen.
The weather being the most obvious.
We want to have minimum waiting times for our customers in those cases. We have to have a scalable digital workforce.
With AgentForce, it's a low code, no code way of building. It took minutes to build our first agent. It really exceeded all our expectations. It's digging into several data sources and.
Utilizing that in the reasoning and giving the answer.
This actually makes our 247 customer service scalable.
Queuing times in the customer service is not something that you want to have on top of the snowstorm.
A totally new way of working that humans and agents are working seamlessly together.
With AgentForce we can build agents supporting our customer serving personnel. Thank you 24, 7. And have the scalability if something unexpected happens.
I have always been the mother of the customer service. I have been working all my career with customer agentforce. This is the most exciting thing for a long time. It will speed up the processes like average handling time. And with the customer service training, the onboarding time will be cut back 25%.
With AgentForce we can go with the customer demand and can serve more customers. And this is only the start to really grow from here and making sure that we deliver what we promised to deliver to distribute the happiness of Finland to the globe.
