Singapore Airlines (SIA) is taking customer service to the next level with AI. Partnering with Salesforce, the airline is integrating Agentforce, Einstein in Service Cloud, and Data Cloud into its customer case management system. That means quicker responses, more personalised support, and a smoother experience when you need help.
What’s Changing?
• AI-Powered Agents: Salesforce’s Agentforce will handle routine tasks, so human agents can focus on complex queries.
• Smarter Support: With Einstein AI in Service Cloud, customer service teams will get a summary of your past interactions and real-time suggestions to resolve issues faster.
• Data-Driven Personalisation: Data Cloud consolidates customer information, helping SIA’s AI tools offer more tailored assistance.
What’s Next?
SIA and Salesforce aren’t stopping here. They’re co-developing AI solutions for the airline industry at Salesforce’s AI Research Hub in Singapore. With over 250 AI use cases explored by SIA and 50 already in action, the airline is serious about using tech to improve your experience.
Why It Matters
Whether you’re rebooking a flight, checking baggage details, or requesting special assistance, AI-powered service means less waiting, smarter solutions, and a more seamless experience.
SIA’s CEO Goh Choon Phong calls this collaboration a “first step” towards reimagining airline customer service. With AI on board, Singapore Airlines is setting new standards for the future of travel.
