Singapore Airlines (SIA) has announced a collaboration with Salesforce to integrate advanced AI technologies into its customer service operations. The partnership will see SIA incorporating Agentforce, Einstein in Service Cloud, and Data Cloud into its customer case management system, aiming to deliver more consistent and personalised service to its customers.
The integration of Agentforce, powered by Data Cloud, will streamline customer service operations by deploying AI agents. This allows customer service representatives to focus on providing enhanced and personalised attention during customer interactions. Additionally, the Einstein AI capabilities in Service Cloud will summarise past customer interactions and offer guidance, enabling representatives to better anticipate and address customer needs, ultimately reducing response times.
The collaboration extends beyond immediate implementation, as SIA and Salesforce plan to co-develop AI solutions for the airline industry at the Salesforce AI Research hub in Singapore. This initiative aims to provide greater value and benefits to the sector.
Goh Choon Phong, CEO of Singapore Airlines, expressed the airline’s commitment to leveraging technology to enhance customer experiences and operational efficiencies. “The SIA Group has been an early adopter of Generative AI solutions, developing over 250 use cases over the last 18 months,” he stated.
Marc Benioff, CEO of Salesforce, highlighted the transformative potential of digital labour powered by AI, noting the partnership’s role in elevating customer service and fostering innovation within the airline industry.
Salesforce also announced a significant investment of $1 billion in Singapore over the next five years, underscoring its commitment to accelerating digital transformation in the region.
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