Agentforce use case for an Airline

In this post, we explore how businesses with complex product structures can use Agentforce to enhance customer support and drive upsell opportunities. To make this relatable, we focus on an airline industry use case - something many of us are familiar with as customers. This scenario applies equally to organizations with tiered product offerings, such as telecommunications providers or retail companies.

Use Case

Understanding luggage allowances is a common pain point for airline customers, often leading to unexpected fees for excess luggage and resulting in confusion, stress, and frustration. While airlines aim to enhance and simplify customer support, generating additional revenue through upsells remains one of the key objectives. Let's explore how a Generative AI-powered Agentforce can address this challenge and revolutionize the customer experience!

Business Benefits

For Customers:

• Clear and instant answers about purchased products, minimizing confusion.
• Convenient access to upgrade options, enhancing the travel experience.
• Reduced need to contact the call center, saving time and effort.

For the CX Director:

• Enhanced customer satisfaction through easy, self-service access to relevant information.
• Significant reduction in call center inquiries, resulting in cost savings.

For the Sales Director:

• Automatic identification of upsell opportunities during customer interactions.
• Improved revenue through personalized recommendations and upgrades.

Demo: The Customer Journey

Step 1: The Inquiry

A customer logs into an airline's website and engages with the Agentforce-powered Booking Service Agent, asking about their checked luggage allowance.

Step 2: Asking Clarifying Questions

Once the conversation topic is identified, the Service Agent requests the booking reference number to provide an accurate response. The customer promptly shares the information.

Step 3: Advanced Data Retrieval

The Service Agent automatically retrieves the reservation details from the booking system, including the ticket's fare type. It then performs a semantic search in the Data Cloud, extracting the checked luggage conditions specific to the fare type from the airline's unstructured knowledge source - in this case, a PDF document.

Step 4: Upsell Opportunity

Recognizing that the customer's wish to check in luggage cannot be accommodated with the current Economy Saver fare, the Service Agent proactively suggests an upgrade. The customer expresses interest in learning more about the options.

Step 5: Presenting Options

The Service Agent conducts additional searches and presents the customer with upgrade options that accommodate the desired luggage allowance. When the customer inquires about the upgrade costs, the Service Agent promptly provides clear and concise information for each option.

Step 6: Accept and Pay

The customer selects one of the upgrade options, and within the same dialogue, the Service Agent provides a secure payment link to complete the purchase, ensuring a seamless experience.

Step 7: Thank you

The customer thanks the Agentforce-powered Booking Service Agent for its support. In under two minutes, the customer was able to understand their current luggage allowance, review upgrade options, and complete the payment for the upgrade. It's going to be a smooth and worry-free journey!

Technical Implementation Summary

• Understands customer intent,
• Identifies the actions needed to fulfill customer requests, and
• Requests any missing input data required to execute those actions.

• Agentforce Service Agent: Used to create an AI-powered service agent tailored for product queries and upsell.
• Prompt Templates: Enable semantic search and dynamic query handling.
• Einstein Data Library: Stores unstructured data, like PDFs, for AI to use during semantic search. 

• Provides tools like Search Index and Retriever to enable AI-powered semantic searches on unstructured data. 

• Provides API (get fare pricing, initiate fare upgrade process, etc.) for AI agent to use
• Integrated with Salesforce Data Cloud via the Ingest API to sync booking updates.
• Integrated with a payment system to enable seamless transactions

Conclusion

Agentforce opens up new possibilities for delivering a truly effortless customer experience. While this is just a proof of concept (PoC) with some technical aspects still to be refined, it serves as a strong starting point. We encourage you to explore, innovate, and collaborate to develop thoughtful, secure solutions with Agentforce. The possibilities are endless - let's take customer interactions to the next level together!