Air India & Salesforce to digitize contact center operations

Air India announced on Monday that the Tata Group airlines are working with Salesforce to transform their customer service technology stack.

“In line with our strategy of providing our customers with a best-in-class omnichannel experience, we are working with Salesforce to launch a range of service features that will make it easier for customers to connect with us. ” said Air India Key Customer Experience. and Ground Handling Officer, Rajesh Dogra.

Dogra emphasized that Salesforce products are used in airline contact centers. He explains: Deploying Salesforce across contact centers and other channels is another step in our quest to deliver seamless, contextual and personalized customer experiences across multiple touchpoints. ”

The company said in a press release that Salesforce-powered technology will enable Air India to track customer interactions and deliver customer questions across contact centers, mobile, web, chatbots, email, social media and other channels. said it will be able to provide a single authoritative source for and challenges.

Air India

Following the announcement, Arundhati Bhattacharya, President and CEO of Salesforce India, said: It is a power multiplier and catalyst for growth and value. For Air India, this change marks the beginning of a historic journey that will be an inspiration to many. We are honored to join Air India in this journey of reinventing the customer experience and delivering excellence. ”

Dr. Satya Ramaswamy, Chief Digital and Technology Officer, Air India added: When things don’t go as expected, we want to address client issues quickly and reach comprehensive conclusions. Having a scalable technology his platform that can effectively accomplish the above tasks is very important for our business. ”