In TrendsCrude Oil PricesGanesh Chaturthi 2026NSE IPOBRICS SummitAir India uses AI to cut refund times from 14 days to 4 hoursAir India is expanding Salesforce’s AI agents across customer service, cutting refund turnaround to about four hours and speeding up ticket name corrections to 30 minutes.By Rachna Dhanrajani September 15, 2026, 10:10:55 PM IST (Published)Air India has expanded its use of Salesforce's Agentforce platform across customer service, moving AI agents beyond refund processing into three new workflows, the two companies said on Tuesday at Dreamforce 2026 in San Francisco.The airline said refund turnaround time has fallen to about four hours from roughly 14 days after it deployed Agentforce for the process, which involves multiple validations, policy checks and backend system calls. Name corrections on tickets, which earlier took about three days, are now completed in 30 minutes.The latest rollout covers three areas:Automated email resolution: Customer emails often carry more than one request, covering refunds, baggage and loyalty in a single mail. Agentforce identifies the multiple intents, calls specialised sub-agents, validates information across systems, executes the required actions and sends back a single response using an Air India-approved template. Replies are auto-generated only when the system clears a 95% confidence threshold…
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