Singapore Airlines has teamed up with Salesforce to integrate Agentforce, Einstein in Service Cloud, and Data Cloud into its customer case management system. This partnership aims to streamline the airline’s customer service operations and provide more personalized support to passengers.
Agentforce, an AI system from Salesforce, deploys autonomous agents to handle specific tasks, which helps improve efficiency and allows customer service representatives to focus on delivering more tailored attention to customers. The integration of Data Cloud, a hyperscale data engine, further enhances this by consolidating relevant data, enabling AI agents to offer personalized solutions and advice to both customers and service representatives.
Additionally, the two companies plan to co-develop AI solutions for the airline industry at the Salesforce AI Research hub in Singapore, with the goal of creating innovative technologies that deliver greater value to the industry and enhance customer experiences.
