FinlandTravel and aviation2025 – ongoingFinnair
Sisu customer-service agent
Finnair's Sisu resolved 80% of customer chat questions, Salesforce reported
Problem
Service agents searched across disconnected travel information. An earlier chatbot struggled with conversational follow-up questions.
Approach
Finnair launched Sisu in April 2025 using Salesforce Agentforce. It answered questions in English and Finnish on the website and mobile app, passing cases needing further assistance to staff with their context.
Results
Takeaway
Sisu supported both self-service and staff handoffs. Booking changes remained a planned capability.
Categories
- Industry
- Travel and aviation
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIAI agents
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Salesforce described Sisu's replacement of Finnair's earlier chatbot and its connections to travel and customer data. It reported an 80% resolution rate for customer chat questions.
Full details are in the original sources.
