Streamlining service: PAL, Salesforce collaborate for passenger satisfaction

Bilyonaryo Lucio Tan’s Philippine Airlines (PAL) has forged a strategic alliance with Salesforce, a leading AI-powered customer relationship management (CRM) platform, with the objective of enhancing their customer service and engagement capabilities.

As part of this partnership, PAL will seamlessly integrate Salesforce Customer 360, a comprehensive AI-driven CRM platform, into key segments of their operations, including the contact center and customer feedback handling units.

PAL will leverage a suite of Salesforce solutions, including Sales Cloud, Service Cloud, Marketing Cloud, Customer and Partner Portal, as well as Slack, to equip their employees with valuable insights and tools, enabling them to deliver outstanding customer experiences at every stage of the passenger journey.

Apart from this, PAL plans to harness the power of artificial intelligence through the Salesforce Einstein Chatbot, which employs natural language processing (NLP) to understand and promptly respond to customer inquiries.

Capt. Stanley K. Ng, PAL president and COO, said the partnership reflects the airline’s commitment to the future.

“It’s about reimagining what Philippine Airlines can be, driven by technology, but always focused on the human experience,” Ng said.

To fortify this initiative, AF Digital will serve as Salesforce’s implementation partner, while Amadeus, PAL’s Passenger Service System (PSS) provider, will integrate with the Salesforce Customer 360, further reinforcing PAL’s commitment to enhancing customer experiences and operational efficiency.