Finnair's AI Agent Sisu Resolves 80% of Customer Service Chats with Agentforce

Overview

Finnair built Sisu, an AI agent powered by Salesforce Agentforce, to instantly answer customer questions about luggage, check-in and flight extras on its website and app, unifying data from Service Cloud, Amadeus reservations and Finnair Plus loyalty details via Data 360, and escalating complex cases to reps with full context, resolving 80% of customer service chat inquiries.

The challenge

Finnair's multilingual reps, fluent in 13 languages with a one-year onboarding process, had to navigate hundreds of internal knowledge sources, airport-specific information and international travel guidelines across multiple systems, a time-consuming and labor-intensive process. Finnair's previous chatbot handled simple, clearly worded queries but struggled with anything more conversational or nuanced, so many customers ended up calling in or searching for answers themselves.

The solution

Finnair's AI agent Sisu, powered by Agentforce, instantly answers general questions on the website and mobile app, responding in English and Finnish with more languages coming soon. Agentforce unifies information from Finnair's website, customer insights in Service Cloud, reservation data from Amadeus, and Finnair Plus loyalty details via Data 360, so Sisu can personalize service. When a case needs further assistance, Agentforce escalates to a rep with full context. Agentforce also generates case "mid-summaries" and "close summaries" from case details, transcripts and email threads, and automatically classifies every case.

Reported business value

Sisu's conversation volume increased nearly 7x over seven months, and in just four months Finnair doubled its first-contact resolution rate with Agentforce. Agentforce makes nearly 2 million secure LLM calls every month, cutting reps' time spent drafting by more than 20% and decreasing new-hire onboarding time by 25%.