Air India deploys Agentforce automation for email resolution, name changes and a knowledge agent

Air India expanded its use of Agentforce AI agents beyond refund processing to deploy three additional customer service workflows: automated email resolution, name change automation, and a knowledge agent for service teams. The article says Agentforce reduced refund turnaround time from about 14 days to about four hours, and reduced name change turnaround time from about three days to about 30 minutes, with automated email responses generated only when the system exceeds a 95% confidence threshold and human oversight used where required.