Singapore Airlines and Salesforce Collaborate on AI-Powered Customer Servicing Applications, Plan to Co-Develop More Solutions for the Airline Industry
Singapore Airlines (SIA) and Salesforce (NYSE: CRM) have announced a significant collaboration to enhance customer service through AI integration. SIA is implementing three key Salesforce technologies: Agentforce, Einstein in Service Cloud, and Data Cloud into its customer case management system.
The airline will utilize Agentforce's autonomous agents to streamline customer service operations, while Data Cloud will power these AI agents with consolidated customer data to provide personalized solutions. Einstein's generative AI capabilities will help summarize customer interactions and provide guidance, leading to reduced response times.
SIA, having developed over 250 Generative AI use cases and implemented around 50 initiatives across operations in the past 18 months, will also collaborate with Salesforce to co-develop AI solutions for the airline industry at the Salesforce AI Research hub in Singapore.
Singapore Airlines (SIA) e Salesforce (NYSE: CRM) hanno annunciato una collaborazione significativa per migliorare il servizio clienti attraverso l'integrazione dell'IA. SIA sta implementando tre tecnologie chiave di Salesforce: Agentforce, Einstein in Service Cloud e Data Cloud nel suo sistema di gestione dei casi clienti.
La compagnia aerea utilizzerà gli agenti autonomi di Agentforce per semplificare le operazioni di servizio clienti, mentre Data Cloud fornirà a questi agenti IA dati consolidati sui clienti per offrire soluzioni personalizzate. Le capacità generative di IA di Einstein aiuteranno a riassumere le interazioni con i clienti e a fornire indicazioni, portando a tempi di risposta ridotti.
SIA, avendo sviluppato oltre 250 casi d'uso di IA generativa e implementato circa 50 iniziative nelle operazioni negli ultimi 18 mesi, collaborerà anche con Salesforce per co-sviluppare soluzioni IA per l'industria aerea presso il centro di ricerca Salesforce AI a Singapore.
Singapore Airlines (SIA) y Salesforce (NYSE: CRM) han anunciado una colaboración significativa para mejorar el servicio al cliente a través de la integración de IA. SIA está implementando tres tecnologías clave de Salesforce: Agentforce, Einstein en Service Cloud y Data Cloud en su sistema de gestión de casos de clientes.
La aerolínea utilizará los agentes autónomos de Agentforce para agilizar las operaciones de servicio al cliente, mientras que Data Cloud proporcionará a estos agentes de IA datos consolidados de clientes para ofrecer soluciones personalizadas. Las capacidades de IA generativa de Einstein ayudarán a resumir las interacciones con los clientes y a proporcionar orientación, lo que resultará en tiempos de respuesta reducidos.
SIA, habiendo desarrollado más de 250 casos de uso de IA generativa e implementado alrededor de 50 iniciativas en las operaciones en los últimos 18 meses, también colaborará con Salesforce para co-desarrollar soluciones de IA para la industria aérea en el centro de investigación de Salesforce AI en Singapur.
싱가포르 항공 (SIA)와 세일즈포스 (NYSE: CRM)는 AI 통합을 통해 고객 서비스를 향상시키기 위한 중요한 협업을 발표했습니다. SIA는 고객 사례 관리 시스템에 에이전트포스, 서비스 클라우드의 아인슈타인, 데이터 클라우드의 세 가지 핵심 세일즈포스 기술을 구현하고 있습니다.
항공사는 에이전트포스의 자율 에이전트를 활용하여 고객 서비스 운영을 간소화할 것이며, 데이터 클라우드는 이러한 AI 에이전트에 통합된 고객 데이터를 제공하여 개인화된 솔루션을 제공합니다. 아인슈타인의 생성 AI 기능은 고객 상호작용을 요약하고 지침을 제공하여 응답 시간을 단축하는 데 도움을 줄 것입니다.
SIA는 지난 18개월 동안 250개 이상의 생성 AI 사용 사례를 개발하고 약 50개의 이니셔티브를 운영에 구현했으며, 싱가포르의 세일즈포스 AI 연구 허브에서 항공 산업을 위한 AI 솔루션을 공동 개발하기 위해 세일즈포스와 협력할 것입니다.
Singapore Airlines (SIA) et Salesforce (NYSE: CRM) ont annoncé une collaboration importante pour améliorer le service client grâce à l'intégration de l'IA. SIA met en œuvre trois technologies clés de Salesforce : Agentforce, Einstein dans Service Cloud et Data Cloud dans son système de gestion des cas clients.
La compagnie aérienne utilisera les agents autonomes d'Agentforce pour rationaliser les opérations de service client, tandis que Data Cloud fournira à ces agents IA des données clients consolidées pour offrir des solutions personnalisées. Les capacités d'IA générative d'Einstein aideront à résumer les interactions avec les clients et à fournir des conseils, ce qui réduira les temps de réponse.
SIA, ayant développé plus de 250 cas d'utilisation d'IA générative et mis en œuvre environ 50 initiatives dans ses opérations au cours des 18 derniers mois, collaborera également avec Salesforce pour co-développer des solutions d'IA pour l'industrie aérienne au centre de recherche Salesforce AI à Singapour.
Singapore Airlines (SIA) und Salesforce (NYSE: CRM) haben eine bedeutende Zusammenarbeit angekündigt, um den Kundenservice durch die Integration von KI zu verbessern. SIA implementiert drei Schlüsseltechnologien von Salesforce: Agentforce, Einstein in Service Cloud und Data Cloud in ihr Kundenfallmanagementsystem.
Die Fluggesellschaft wird die autonomen Agenten von Agentforce nutzen, um die Kundenservice-Operationen zu optimieren, während Data Cloud diese KI-Agenten mit konsolidierten Kundendaten versorgt, um personalisierte Lösungen anzubieten. Die generativen KI-Fähigkeiten von Einstein werden helfen, Kundeninteraktionen zusammenzufassen und Anleitungen zu geben, was zu verkürzten Reaktionszeiten führt.
SIA hat in den letzten 18 Monaten über 250 Anwendungsfälle für generative KI entwickelt und etwa 50 Initiativen in den Betrieb implementiert und wird auch mit Salesforce zusammenarbeiten, um KI-Lösungen für die Luftfahrtindustrie im Salesforce AI Research Hub in Singapur zu co-entwickeln.
- Implementation of AI technologies to improve customer service efficiency
- Successful development of 250 AI use cases with 50 implemented initiatives
- Strategic partnership with Salesforce for industry-specific AI solutions
- Integration of advanced data analytics for personalized customer service
- None.
Insights
This partnership between Salesforce and Singapore Airlines represents a significant validation of Salesforce's AI strategy and investments. The deal showcases real-world enterprise adoption of Salesforce's newer AI products, particularly Agentforce autonomous agents and Einstein generative AI capabilities.
Three aspects make this announcement particularly meaningful: First, Singapore Airlines is implementing multiple Salesforce products simultaneously (Agentforce, Einstein in Service Cloud, and Data Cloud), suggesting a substantial commitment rather than a trial. Second, SIA's description as an "early adopter" of generative AI with 250 use cases developed indicates they are a sophisticated customer making deliberate technology choices. Third, the co-development agreement to create airline-specific AI solutions at Salesforce's Singapore research hub suggests potential for new industry-vertical IP that could attract additional airline customers.
While financial terms weren't disclosed, this type of enterprise implementation typically represents meaningful recurring revenue. More importantly, the partnership establishes Salesforce's credibility in the airline vertical and demonstrates market acceptance of their autonomous agent technology, which Marc Benioff has positioned as central to Salesforce's future growth strategy.
The collaboration exemplifies Salesforce's evolving go-to-market approach: building industry-specific solutions on their core platform, potentially opening new growth vectors beyond horizontal CRM applications. Implementation success will be key to watch, as will any follow-on announcements about additional airline industry customers.
This implementation represents one of the most comprehensive real-world deployments of autonomous AI agents in customer service to date. Singapore Airlines' adoption of Agentforce is technically significant because it combines three critical components of modern AI architecture: (1) autonomous agents performing specific tasks, (2) a unified data foundation through Data Cloud that contextualizes customer information, and (3) generative AI summarization capabilities via Einstein.
What's technically innovative here is the handoff mechanism between AI systems and human representatives. Rather than building simplistic chatbots, this architecture uses AI to handle routine tasks while augmenting human agents with summarized interaction histories and suggested solutions, creating a hybrid intelligence model.
The co-development agreement at Salesforce's AI Research hub suggests they're pursuing domain-specific AI optimization for airline operations - likely focusing on the unique challenges of airline customer service like disruption management, loyalty program inquiries, and complex itinerary modifications. This requires specialized training and fine-tuning of foundation models.
Singapore Airlines' revelation that they've already implemented 50 AI initiatives across operations indicates they have the technical infrastructure and organizational readiness to integrate these systems effectively. The emphasis on "meaningful and impactful change" suggests they're targeting measurable efficiency improvements rather than experimental deployment.
This partnership illustrates the enterprise AI trend moving from generalized capabilities toward industry-vertical optimization and operational integration, where AI components work together as part of comprehensive business processes rather than standalone applications.
The two companies also plan to co-develop Artificial Intelligence (AI) solutions for airlines at the Salesforce AI Research hub in
SIA will utilize Agentforce, an AI system that deploys autonomous agents to perform specific tasks. This helps to streamline its customer service operations, allowing its customer service representatives to focus on providing enhanced and personalized attention in each customer interaction. Data Cloud, the hyperscale data engine built within Salesforce, powers Agentforce by combining relevant data together, enabling the AI agents to better support the customer service representatives with personalized advice and solutions for the customers.
SIA will also leverage Einstein generative AI capabilities featured inside Service Cloud to summarize customers’ previous interactions with the Airline. It can also provide guidance on assistance, enabling customer service representatives to better understand and anticipate customer needs and tailor solutions. This will reduce average response times, facilitating more efficient and proactive customer service.
“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,” said Mr. Goh Choon Phong, Chief Executive Officer, Singapore Airlines.
“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,” continued Mr. Goh Choon Phong.
"The rise of digital labor, 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 labor platform, we're bringing humans together with trusted, autonomous AI agents, unlocking new levels of productivity, innovation and growth,” said Marc Benioff, Chair and CEO, Salesforce.
About Salesforce
Salesforce helps organizations of any size reimagine their business with AI. Agentforce — the first digital labor solution for enterprises — seamlessly integrates with Customer 360 applications, Data Cloud, and Einstein AI to create a limitless workforce, bringing humans and agents together to deliver customer success on a single, trusted platform. Visit www.salesforce.com for more information.
About Singapore Airlines
The Singapore Airlines (SIA) Group’s history dates to 1947 with the maiden flight of Malayan Airways. The airline was later renamed Malaysian Airways and then Malaysia-Singapore Airlines (MSA). In 1972, MSA split into Singapore Airlines and Malaysian Airline System. Initially operating a modest fleet of 10 aircraft to 22 destinations in 18 countries, SIA has since grown to be a world-class international airline group that is committed to the constant enhancement of the three main pillars of its brand promise: Service Excellence, Product Leadership, and Network Connectivity. Singapore Airlines is the world’s most awarded airline. For more information, please visit http://www.singaporeair.com
View source version on businesswire.com: https://www.businesswire.com/news/home/20250311131180/en/
PR Contact:
Singapore Airlines
Tel: (65) 6541-5880 (office hours)
Tel: (65) 9753-2126 (after office hours)
E-mail: public_affairs@singaporeair.com.sg
Salesforce
Sadaf Whiskin
pr@salesforce.com
Source: Salesforce
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