Philippine Airlines (PAL) has tapped Salesforce, an AI (artificial intelligence) customer relationship management (CRM) platform and global technology firm, to further improve its customer service and engagement.
With the partnership, PAL will integrate Salesforce Customer 360, Salesforce’s integrated CRM platform powered by AI, across the airline’s contact center and customer feedback handling units.
This will provide a comprehensive view of customer interactions to elevate the overall passenger experience while enhancing internal processes to improve efficiency.
PAL will be using salesforce sales cloud, service cloud, marketing cloud, Customer and Partner Portal as well as Slack to provide employees with the insights and tools they need to deliver exceptional customer experiences at every touchpoint.
The airline also plans to harness the power of AI through the Salesforce Einstein Chatbot, leveraging its ability to use natural language processing to understand and respond to customer inquiries.
AF Digital will serve as Salesforce’s implementation partner, and Amadeus, PAL’s passenger service system provider, will be integrated with the Salesforce Customer 360.
The partnerships form a robust ecosystem that will optimize the full range of PAL’s operations from customer service to ticket sales.
