Singapore Airlines (SIA) has incorporated Salesforce's Agentforce, Einstein in Service Cloud, and Data Cloud into its customer case management system to enhance customer service.
SIA and Salesforce also plan to co-develop Artificial Intelligence (AI) solutions for airlines at Singapore's Salesforce AI Research hub.
"Salesforce is a pioneer in agentic AI. Integrating Agentforce, Einstein in Service Cloud, and Data Cloud into SIA's customer case management system enhances our ability to efficiently assist customers and marks the first step in our collaboration. Together, we will co-create AI solutions that drive meaningful and impactful change and set new standards for service excellence in the airline industry," Goh Choon Phong, chief executive officer of Singapore Airlines, said.
AI-powered customer service applications
SIA will utilise Agentforce, an AI system that deploys autonomous agents, to streamline customer service operations. Data Cloud, the hyperscale data engine built within Salesforce, powers Agentforce and enables AI agents to provide customer service representatives with data-driven recommendations.
The airline will also leverage Einstein generative AI capabilities in Service Cloud to facilitate efficient and proactive customer service. It helps summarise customers' previous interactions, assist, anticipate customer needs and recommend solutions, reducing average response times.
"With our deeply unified digital labour platform, we're bringing humans together with trusted, autonomous AI agents, unlocking new levels of productivity, innovation and growth," Marc Benioff, chair and chief executive officer Salesforce, said.
