Customer Service Automation
Air India was handling 550,000 incoming service cases a month across a patchwork of airline systems created by mergers, leaving agents without a complete customer view and making it hard to deliver consistent support.
Reported impact
Air India created a single service view for agents, improved consistency across brands and channels, and established a scalable service architecture for faster, more personalized customer support as the airline grows.
Air India is using Salesforce Platform, Data Cloud, and Einstein 1 Service to unify airline, loyalty, and engagement data so service employees can handle large call volumes with consistent context. Data Cloud brings together call-center systems, passenger service systems, reservations and ticketing data, flight data, web and mobile interactions, and the airline's enterprise lakehouse into one passenger profile across all Air India brands. Einstein 1 Service then classifies cases, routes them through omnichannel workflows to agents with the right skill sets, and generates knowledge-grounded reply recommendations so agents know the next best action immediately. The unified architecture gives Air India a single service surface for phone-heavy operations today and creates the foundation for future generative replies, call summaries, and more personalized inflight or airport experiences.
Loyalty, passenger service, reservations, ticketing, aircraft, web, mobile, and lakehouse data are unified in Data Cloud, surfaced inside Salesforce Platform for agents, and then used by Einstein 1 Service to classify, route, and recommend responses for each incoming case.
A significant proportion of customer interactions happen over the phone with 550,000 incoming service cases each month.
Data from call center systems, passenger service systems and enterprise data lakehouses come together into a unified profile of every customer.
Einstein 1 Service automatically classifies cases and omnichannel routing assigns them to agents with the right skill sets.
Eventually, this connected experience will expand beyond the call center and into the inflight and in-airport experiences.
Review how this reference was scored and trace each normalized claim back to its documented source.
Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
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