SIA, Salesforce collaborate on AI customer case management system

Salesforce also plans to invest $1.3b (US$1b) in Singapore over the next five years.

Singapore Airlines (SIA) is incorporating Salesforce’s Agentforce, Einstein in Service Cloud, and Data Cloud into its customer case management system, to deliver more consistent and personalised services.

Agentforce is an artificial intelligence system that deploys autonomous agents to perform specific tasks.

Meanwhile, Data Cloud powers Agentforce by combining relevant data, enabling the AI agents to better support the customer service representatives.

SIA will also leverage Einstein generative AI capabilities featured inside Service Cloud, to summarise customers’ previous interactions with the airline and reduce average response times.

Salesforce also plans to invest $1.3b (US$1b) in Singapore over the next five years to support enterprises build digital workforces.

Further, the two companies plan to co-develop AI solutions for airlines at the Salesforce AI Research hub in Singapore.

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