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Title
Finnair's AI Agent Sisu Resolves 80% of Customer Service Chats with Agentforce
…nations. Salesforce products used Agentforce Data 360 Service Cloud The Results 80 % customer inquiry resolution rate 7 X increase in conversations in 7 months 2 M LLM calls per month 25 % reductio…
Description
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.
Agentforce unifies information from multiple sources: Finnair's website (Finland's largest e-commerce site by revenue), customer insights stored in Service Cloud , reservation data from Amadeus, and Finnair Plus loyalty details via Data 360
Problem
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.
…’s Chief Digital Officer. Travel is full of unexpected challenges, which is why Finnair invests in multilingual reps fluent in 13 languages, each highly trained in problem solving and conflict resolution. The one-year o…
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.
…aries enable case categorization — a favorite feature among Finnair’s reps that automatically classifies every case for them, giving full visibility into what customers are asking about. Before, reps had…
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%.
…ng soon. Since launching in April, Sisu has handled thousands of conversations. Their volume has increased nearly 7x over seven months as Finnair has expanded the agent’s capabilities, introduced it across more cha…
…s Finnair’s seven offices, all 500 of their service reps rely on Service Cloud. Agentforce makes nearly 2 million secure LLM calls every month to perform tasks, reason, and take action to help reps deliver fast, accurate,…
Headline outcome
…nations. Salesforce products used Agentforce Data 360 Service Cloud The Results 80 % customer inquiry resolution rate 7 X increase in conversations in 7 months 2 M LLM calls per month 25 % reductio…
Use case type
Conversational assistant
Finnair's AI agent Sisu instantly answers general questions about topics such as luggage, check-in, and flight extras
Company
Finnair
…al. With Agentforce, they provide instant answers for customers at scale. About Finnair, Finland’s flagship airline, has flown for over a century. With a 99% flight regularity rate, it connects 12 million passengers a year to…
Country
Finland
…al. With Agentforce, they provide instant answers for customers at scale. About Finnair, Finland’s flagship airline, has flown for over a century. With a 99% flight regularity rate, it connects 12 million passengers a year to…
Industry
Travel & Hospitality
…ses. Explore technology solutions Unlock Partner Growth Drive Recurring Revenue Travel, Transportation & Hospitality Back Travel, Transportation & Hospitality Deliver connected experiences. Explore travel, transportation, and hospitality experiences Travel Transportati…
AI capabilities
Agentic AI, Conversational AI, Generative AI
…g fast, consistently personalized service across every scenario is Agentforce , AI agents powered by the Salesforce Platform . Finnair’s AI agent Sisu instantly answers general questions about topics such…
Business functions
Customer Service & Support
…aster, more accurate assistance. “Our human agents rely entirely on Salesforce, making Agentforce a natural next step in enhancing customer service with Service Cloud,” Kleemola said. In addition to improving the customer experience, Agentforce a…
Technology
Agentforce, Data 360, Service Cloud
Agentforce unifies information from multiple sources: Finnair's website (Finland's largest e-commerce site by revenue), customer insights stored in Service Cloud , reservation data from Amadeus, and Finnair Plus loyalty details via Data 360
Deployment model
cloud
…g fast, consistently personalized service across every scenario is Agentforce , AI agents powered by the Salesforce Platform . Finnair’s AI agent Sisu instantly answers general questions about topics such…
Deployment options
cloud
…g fast, consistently personalized service across every scenario is Agentforce , AI agents powered by the Salesforce Platform . Finnair’s AI agent Sisu instantly answers general questions about topics such…
