Singapore Airlines (SIA) has announced a collaboration with Salesforce to enhance its customer service capabilities through AI-powered applications. The airline will integrate Salesforce’s Agentforce, Einstein in Service Cloud, and Data Cloud into its customer case management system, aiming to deliver more personalised and consistent service to its passengers.

This strategic move allows SIA to streamline its customer service operations by deploying autonomous agents via Agentforce. These AI agents handle routine tasks, enabling customer service representatives to focus on providing tailored interactions. The integration of Data Cloud, a hyperscale data engine, ensures that these agents have access to relevant customer information, facilitating personalised advice and solutions.

SIA will utilise the generative AI capabilities of Einstein within Service Cloud to summarise previous customer interactions. This functionality helps representatives understand and anticipate customer needs, ultimately reducing response times and enhancing proactive service.

Goh Choon Phong, CEO of Singapore Airlines, stated, “Singapore Airlines is committed to investing in and leveraging relevant technologies to enhance customer experiences and improve 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 adds that the integration of Agentforce, Einstein in Service Cloud, and Data Cloud into SIA’s customer case management system enhances the carrier's ability to efficiently assist its customers, and marks the first step in the two organisations' collaboration.

"Together, we will co-create AI solutions that drive meaningful and impactful change and set new standards for service excellence in the airline industry,” he continued.

The collaboration also encompasses co-development opportunities at the Salesforce AI Research hub in Singapore, where both companies will work together to create additional AI solutions tailored for the airline industry. This partnership aims to set new standards for service excellence in aviation.

This innovative alliance marks a significant step towards redefining customer engagement in the aviation sector, combining technology with a focus on enhanced passenger experiences.