Singapore Airlines and Salesforce Partner to Revolutionize Airline Customer Service with AI

Singapore Airlines and Salesforce Collaborate on AI-Powered Customer Servicing Applications, Plan to Co-Develop More Solutions for the Airline Industry

Salesforce (NYSE: CRM), the world's #1 AI CRM, and Singapore Airlines (SIA) today announced that the Airline is incorporating Agentforce, Einstein in Service Cloud, and Data Cloud into its customer case management system, enabling it to deliver more consistent and personalized service to its customers. The two companies also plan to co-develop Artificial Intelligence (AI) solutions for airlines at the Salesforce AI Research hub in Singapore, aiming to provide greater value and additional benefits to the industry. 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

AI Takes Flight: Singapore Airlines Taps Salesforce For Next-Gen Customer Service Tech - Salesforce (NYSE:CRM)

The new Benzinga Rankings show you exactly how stocks stack up -- scoring them across five key factors that matter most to investors. Every day, one stock rises to the top. Which one is leading today? Salesforce, Inc. CRM disclosed a collaboration with Singapore Airlines (SIA) to enhance the customer case management system. As per the deal, SIA will implement Agentforce, an AI-powered system that automates specific tasks to streamline customer service operations. Additionally, both companies will work together at Salesforce's AI Research hub in Singapore to develop AI-driven solutions for the aviation industry, bringing added value and benefits to airlines. Powered by Salesforce's Data Cloud, which consolidates relevant data, Agentforce enhances AI-driven support by providing tailored recommendations and solutions. Additionally, SIA will leverage Einstein's generative AI within Service Cloud to summarize past customer interactions and offer guidance on assistance. This will help representatives anticipate needs, customize responses, and reduce response times, enabling more efficient and proactive customer service. Marc Benioff, Chair and CEO, Salesforce stated, "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." Goh Choon Phong, Chief Executive Officer, Singapore Airlines, said, "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." Last week, Salesforce introduced Agentforce 2dx, which is the latest version of its digital labor platform designed to integrate autonomous AI agents into business operations. Investors can gain exposure to the stock via iShares Expanded Tech-Software Sector ETF IGV and REX FANG & Innovation Equity Premium Income ETF FEPI. Price Action: CRM shares are up 0.96% at $279.70 premarket at the last check Wednesday. Read Next: Salesforce Is Trading Below 200-DMA, But Goldman Sachs Sees Huge Stock Upside After Agentforce 2dx Unveil Photo: Photo Gonzo via Shutterstock. CRMSalesforce Inc$279.490.88%Stock Score Locked: Want to See it? Benzinga Rankings give you vital metrics on any stock - anytime. Reveal Full ScoreEdge RankingsMomentum54.18Growth89.35Quality73.03Value7.65Price TrendShortMediumLongOverviewFEPIREX FANG & Innovation Equity Premium Income ETF$41.93-1.13%IGViShares Expanded Tech-Software Sector ETF$90.400.96%Market News and Data brought to you by Benzinga APIs