AI Takes Flight: Singapore Airlines Taps Salesforce For Next-Gen Customer Service Tech

Salesforce, Inc. CRM disclosed a collaboration with Singapore Airlines (SIA) to enhance the customer case management system.

As per the deal, SIA will implement Agentforce, an AI-powered system that automates specific tasks to streamline customer service operations.

Additionally, both companies will work together at Salesforce’s AI Research hub in Singapore to develop AI-driven solutions for the aviation industry, bringing added value and benefits to airlines.

Powered by Salesforce’s Data Cloud, which consolidates relevant data, Agentforce enhances AI-driven support by providing tailored recommendations and solutions.

Additionally, SIA will leverage Einstein’s generative AI within Service Cloud to summarize past customer interactions and offer guidance on assistance.

This will help representatives anticipate needs, customize responses, and reduce response times, enabling more efficient and proactive customer service.

Marc Benioff, Chair and CEO, Salesforce stated, “We’re thrilled to partner with Singapore Airlines, a trailblazer in this AI revolution, to elevate their already outstanding customer service to unprecedented heights, augment their employees and collaborate on groundbreaking AI solutions for the airline industry.”

Goh Choon Phong, Chief Executive Officer, Singapore Airlines, said, “Integrating Agentforce, Einstein in Service Cloud, and Data Cloud into SIA’s customer case management system enhances our ability to efficiently assist our customers, and marks the first step in our 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.”

Last week, Salesforce introduced Agentforce 2dx, which is the latest version of its digital labor platform designed to integrate autonomous AI agents into business operations.

Investors can gain exposure to the stock via iShares Expanded Tech-Software Sector ETF IGV and REX FANG & Innovation Equity Premium Income ETF FEPI.

Price Action: CRM shares are up 0.96% at $279.70 premarket at the last check Wednesday.

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