Salesforce and Singapore Airlines have announced a collaboration to integrate AI-powered customer service solutions and co-develop AI technologies for the airline industry. Singapore Airlines will implement Salesforce’s Agentforce, Einstein in Service Cloud, and Data Cloud to enhance its customer case management system, improving service consistency and personalization.

Agentforce uses AI agents to automate tasks, allowing customer service representatives to focus on personalized interactions. Data Cloud consolidates customer data, enabling AI agents to offer tailored solutions. Einstein AI will summarize past interactions and provide customer assistance guidance, reducing response times and improving efficiency.

The companies plan to co-develop AI solutions at Salesforce’s AI Research hub in Singapore, aiming to drive innovation and set new service standards in the airline industry. This collaboration highlights Singapore Airlines' commitment to leveraging AI for operational efficiency and enhanced customer experiences while reinforcing Salesforce’s role in AI-driven business transformation.