Global Economic Times

Airlines Soar with New Tech: Vietnam Airlines Expands with Sabre, Singapore Airlines Enhances Customer Service with Salesforce AI: Eugenio Rodolfo Sanabria Reporter / Updated : 2025-03-16 15:02:48

Hanoi & Singapore – Airlines are embracing cutting-edge technology to navigate the complexities of global expansion and enhance customer experiences. Vietnam Airlines has partnered with Sabre Corporation to optimize its network planning as it embarks on an ambitious international growth strategy, while Singapore Airlines (SIA) is leveraging Salesforce's AI capabilities to revolutionize its customer service.

Vietnam Airlines, aiming to expand its reach across continents, has selected Sabre’s Network and Planning Optimization technology. This move comes as the airline recently launched new routes to the US, Germany, India, Italy, and the Philippines, with further expansion planned across Europe, North America, Australia, and Asia.

"As we prepare to expand our global network, having the right technology to guide smart, data-driven decisions is essential," stated Nguyen Quang Trung, Director of Corporate Planning and Development at Vietnam Airlines. The airline will utilize Sabre’s Fleet Manager, Profit Manager, Network Manager, and Schedule Manager to optimize routes, schedules, and profitability. Rakesh Narayanan, Vice President at Sabre, expressed enthusiasm in supporting Vietnam Airlines' growth and operational success.

Meanwhile, Singapore Airlines is taking customer service to new heights through a strategic partnership with Salesforce. SIA is integrating Agentforce, Einstein in Service Cloud, and Data Cloud into its customer case management system to deliver more personalized and efficient service.

The airline will utilize Agentforce, an AI system that automates tasks, allowing customer service representatives to focus on personalized interactions. Data Cloud will power Agentforce by consolidating data, enabling AI agents to provide tailored advice and solutions. Additionally, Einstein's generative AI will summarize customer interactions and provide guidance, reducing response times and enhancing proactive service.

Furthermore, SIA and Salesforce plan to co-develop AI solutions for the airline industry at the Salesforce AI Research hub in Singapore, aiming to provide greater value and benefits to the sector. These technological advancements underscore the airline industry's commitment to leveraging innovation for growth and enhanced customer satisfaction.