Singapore – In customer service improvements, Singapore Airlines (SIA) and Salesforce are on the same path, leveraging AI-powered solutions. The integration of Agentforce, Einstein in Service Cloud, and Data Cloud into the airline’s customer case management system will enhance customer interactions through speed and personalization.
Mr Goh Choon Phong, Chief Executive Officer, Singapore Airlines, said: “As the world’s leading digital airline, Singapore Airlines is committed to investing in and leveraging the relevant technologies to enhance customer experiences, improve operational efficiencies, drive revenue generation, and boost employee productivity. The SIA Group has been an early adopter of Generative AI solutions, developing over 250 use cases over the last 18 months and implementing around 50 initiatives across our end-to-end operations.”
“Salesforce is a pioneer in agentic AI. 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.”
Automating mentionable tasks with Agentforce allows SIA customer support agents to further focus on giving personalized solutions. Agentforce brings customer data together, powered by Salesforce’s Data Cloud, to drive tailored recommendations and solutions. Einstein will generate summaries of customer history and give suggestions to improve service efficiency and response time.
Additionally, the two companies will develop, in partnership, AI solutions for the airline industry at the AI Research hub of Salesforce located in Singapore.
Marc Benioff, Chair and Chief Executive Officer, Salesforce, said: “The rise of digital labour, powered by autonomous AI agents, is not just reimagining the customer experience — it’s transforming business. 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. With our deeply unified digital labour platform, we’re bringing humans together with trusted, autonomous AI agents, unlocking new levels of productivity, innovation and growth.”
Source: https://www.singaporeair.com/en_UK/hk/corporate/newsroom/press-release/2025/January-March/singapore-airlines-and-salesforce-collaborate-on-ai-powered-cust/
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