2 hrs ago
Air India expands AI automation, sharply cuts customer refund times
Air India is using a computer system called Agentforce to help with customer service.
The system can process refunds much faster than before.
Refunds that took about 14 days now take around four hours.
Fixing a passenger’s name on a ticket can take about 30 minutes instead of three days.
The system can understand several questions in one email and handle them together.
It can also help staff quickly find airline rules and information.
The computer sends automatic answers only when it is at least 95% confident they are correct.
People still check the work when the system needs help.
Air India says Salesforce Agentforce reduced refund processing from about 14 days to roughly four hours.
Ticket name corrections that previously took about three days are now completed in about 30 minutes.
The expanded system handles complex emails, automates name changes, and helps staff find policies and fare rules.
Automated replies are sent only when Agentforce reaches a 95% confidence threshold, with human oversight when needed.
Air India says it has more than 30 agentic AI initiatives across a cloud-first stack spanning over 140 enterprise systems.
- Who
- Air India and Salesforce, using Salesforce’s Agentforce platform.
- What
- Air India expanded AI-powered customer-service workflows for refunds, ticket name changes, complex emails, and staff knowledge access.
- Where
- The announcement took place in San Francisco; the workflows operate across Air India’s customer-service systems.
- When
- The companies announced the expansion on Tuesday at Dreamforce 2026.
- Why
- To speed up service, automate defined tasks, reduce staff search and call-hold times, and improve customer experience while retaining governance and human oversight.
Key facts
- Refund turnaround
- Reduced from roughly 14 days to about four hours.
- Name correction time
- Reduced from about three days to approximately 30 minutes.
- Automation platform
- Salesforce Agentforce.
- Automated reply threshold
- Replies are generated automatically at a 95% confidence threshold.
- Enterprise systems
- Air India’s cloud-first digital stack spans more than 140 enterprise systems.
- AI initiatives
- Air India says it has more than 30 agentic AI initiatives underway.
- Ownership
- Air India is owned by Tata Group.
Sources
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