Southwest always-on traveler service agent
Southwest uses Agentforce on web and mobile to answer routine travel questions and escalate with context when needed.
Author: Salesforce
What was done
Southwest Airlines built an Agentforce assistant into its Help Center for web and mobile travelers. The agent answers approved questions about baggage, reservations, refunds, and Rapid Rewards, deep-links customers to secure authenticated workflows for tasks such as flight changes or lost-bag reports, and escalates to reps with full conversation context. Guardrails route safety, legal, and other sensitive topics immediately to human care. Salesforce reports a 45% case resolution rate across more than 2 million customer interactions, projected annual savings of $6M, and a sevenfold return on Agentforce investment.