Singapore Airlines (SIA) is incorporating Salesforce’s Agentforce, Einstein in Service Cloud, and Data Cloud into its customer case management system,
This is to enable the airline to deliver more consistent and personalised service to its customers.
The two companies also plan to co-develop AI solutions for airlines at the Salesforce AI Research hub in Singapore, aiming to provide greater value and additional benefits to the industry.
SIA will utilise Agentforce, an AI system that deploys autonomous agents to perform specific tasks.
This helps to streamline its customer service operations, allowing its customer service representatives to focus on providing enhanced and personalised attention in each customer interaction.
Data Cloud, the hyperscale data engine built within Salesforce, enables Agentforce by combining relevant data together, also enabling the AI agents to better support the customer service representatives with personalised advice and solutions for the customers.
SIA will also leverage Einstein generative AI capabilities featured inside Service Cloud, to summarise customers’ previous interactions with the Airline.
The solution can also provide guidance on assistance, enabling customer service representatives to better understand and anticipate customer needs and tailor solutions.
This will reduce average response times, facilitating more efficient and proactive customer service.
Goh Choon Phong, CEO of Singapore Airlines, said that the carrier 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.
“Integrating Agentforce, Einstein in Service Cloud, and Data Cloud into SIA’s customer case management system enhances our ability to efficiently assist our customers, and marks the first step in our collaboration,” said Goh.
“Together, we will co-create AI solutions that drive meaningful and impactful change and set new standards for service excellence in the airline industry,” the CEO added.
Marc Benioff, chair and CEO at Salesforce, said the rise of digital labour, powered by autonomous AI agents, is not just reimagining the customer experience — it’s transforming business.
