Customer Service Automation
Providing smooth, connected experiences requires innovation and access to real-time insights . As one of the world’s busiest and most iconic airports, Heathrow Airport welcomes over 83 million passengers annually.
Reported impact
Reported outcomes include 40 % improvement in digital contact efficiency, 50 +% fewer chat exchanges to get an answer, and 90 % chats resolved by Hallie without live agent transfer.
Heathrow wanted to deliver personalized support to a growing number of travelers. With Agentforce, it'll provide faster service, improving digital contact efficiency by up to 40%. Agentforce is providing real-time wayfinding and FAQs to enhance passenger support and satisfaction. Heathrow is working toward making every journey better, and Agentforce — the agentic layer on the Salesforce Platform — plays a central role in that vision. Heathrow has recently launched two new features powered by Agentforce: FAQs and in-terminal wayfinding. These features will make journeys smoother by providing instant support to help passengers quickly navigate the airport and find answers to common questions on the spot. “Passengers can be at Heathrow at all times of the day, whether they’re checking in at 4AM or have a connection at midday.
Operational, customer, and engagement data is unified in Data 360, Agentforce uses that context to answer passenger questions and provide live airport wayfinding, and resulting actions and updates are written back to Service Cloud so teams and customers work from the same current state.
40 % improvement in digital contact efficiency
50 +% fewer chat exchanges to get an answer
As one of the world’s busiest and most iconic airports, Heathrow Airport welcomes over 83 million passengers annually.
Heathrow wants to be the start of their passengers’ holiday, not just a place they transit through.
Providing smooth, connected experiences requires innovation and access to real-time insights .
With 4 terminals and a wide array of shops and restaurants, Heathrow feels like a city, but they are striving to deliver a stress-free experience.
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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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