Salesforce says AI cut Air India's refunds to four hours. From 14 days.
Air India has expanded its use of Agentforce across customer service, Salesforce announced.
By the company's account, refund turnaround has gone from roughly 14 days to under four hours. Updating a passenger name on a ticket has fallen from about three days to 30 minutes. The airline is also putting agents on baggage and loyalty claims. Eligibility checks and ticket reissues are included too. The work sits inside Air India's Vihaan.AI programme.
The announcement does not say where the old 14 days went. It could have been approval or exception handling. It could also have been system processing, or the time until the money actually reached the passenger. It gives no volumes or figure for how often a case still ends with a person.
These are the vendor's own numbers in the vendor's own announcement. Still, they name a process and state an elapsed time. Most AI announcements do neither.
For your slowest queue, how much of the elapsed time is the system and how much is the approval in front of it?
Sources
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