Salesforce has partnered with Singapore Airlines (SIA) to integrate AI-driven applications into SIA’s customer service operations.

The airline plans to use tools such as Agentforce and Einstein in Service Cloud to improve its case management system and offer personalized service.

As part of the collaboration, SIA and Salesforce will co-develop AI solutions specifically for the airline industry at Salesforce’s AI Research hub in Singapore. This initiative aims to enhance operational efficiency and customer engagement.

Agentforce will automate routine tasks, allowing service representatives to focus on customer needs.

Additionally, Data Cloud will consolidate information to assist AI agents in providing customized guidance. Einstein’s generative AI capabilities in Service Cloud will summarize past customer interactions, offering actionable insights to service representatives.

SIA expects these advancements will improve response times and enhance service quality. The airline has expressed a commitment to generative AI, citing the development of over 250 use cases recently, with several already implemented.

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