Salesforce, Inc. (CRM) has announced a partnership with Singapore Airlines (SIA) to improve the airline’s customer case management system. The agreement will see SIA implement Agentforce, an AI-driven system that automates certain tasks to streamline customer service processes.
In addition, the two companies will collaborate at Salesforce’s AI Research hub in Singapore to develop AI-powered solutions specifically for the aviation sector. These solutions are intended to deliver added value and benefits to airlines. Agentforce utilizes Salesforce’s Data Cloud, which consolidates relevant data, to enhance AI-driven support by providing customized recommendations and solutions. According to the agreement, SIA will also use Einstein’s generative AI within Service Cloud to summarize previously recorded customer interactions and provide assistance guidance. These features aim to help representatives anticipate customer needs, personalize responses, and decrease response times, leading to more efficient and proactive customer service.
“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,” stated Marc Benioff, Chair and CEO of Salesforce.
Goh Choon Phong, Chief Executive Officer of Singapore Airlines, added, “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.”
Salesforce recently unveiled Agentforce 2dx, the latest version of its digital labor platform, designed to integrate autonomous AI agents into business operations. Investors interested in gaining exposure to Salesforce stock may consider iShares Expanded Tech-Software Sector ETF (IGV) and REX FANG & Innovation Equity Premium Income ETF (FEPI).
In premarket trading on Wednesday, CRM shares were up 0.96% to $279.70. Given the dynamic nature of market conditions, investors should consult with a financial advisor before making investment decisions.
