Salesforce and SIA Partner to Enhance Customer Service with AI Solutions

Salesforce and Singapore Airlines (SIA) have revealed that the airline is integrating Agentforce, Einstein in Service Cloud, and Data Cloud into its customer case management system, allowing it to provide a more consistent and personalized service to its customers.

The two firms also intend to jointly create Artificial Intelligence (AI) solutions for airlines at the Salesforce AI Research center in Singapore, with the goal of delivering enhanced value and extra advantages to the sector.

SIA will employ Agentforce, an AI system that uses autonomous agents to carry out designated tasks. This aids in optimizing its customer service processes, enabling its representatives to concentrate on delivering improved and tailored support in every customer engagement. Data Cloud, the hyperscale data engine developed within Salesforce, powers Agentforce by merging relevant data, allowing the AI agents to more effectively assist customer service representatives with tailored advice and solutions for clients.

Mr Goh Choon Phong, Chief Executive Officer, Singapore Airlines, stated, “As the world’s leading digital airline, Singapore Airlines is committed to investing in and leveraging the relevant technologies to enhance customer experiences, improve operational efficiencies, drive revenue generation, and boost employee productivity. The SIA Group has been an early adopter of Generative AI solutions, developing over 250 use cases over the last 18 months and implementing around 50 initiatives across our end-to-end operations.

SIA will also utilize the Einstein generative AI functionalities integrated within Service Cloud to summarize customers' prior interactions with the Airline. It can also offer support on assistance, allowing customer service agents to better recognize and predict customer requirements and customize solutions accordingly. This will shorten average response times, enabling more effective and proactive customer support.