Finnair disruption and travel-support agent

What was done

Finnair adopted Agentforce after its legacy chatbot struggled with conversational follow-ups and travel-specific nuance. The agent combines website knowledge, Service Cloud customer data, Amadeus booking data, and Finnair Plus loyalty details through Data 360 so customers and reps can get current answers about lounges, trips, pets, disruptions, and loyalty status. Salesforce reports an 80% customer-inquiry resolution rate, a sevenfold increase in conversations over seven months, and a 25% reduction in employee onboarding time.

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