Air India Expanded Agentforce Past Refunds to Multi-Intent Email With a 95% Confidence Gate Before Auto-Send

Good Report (carrying the Salesforce announcement; single source, all figures vendor-stated)·low signalXBlueskyLinkedInCopy link

Salesforce announced on September 22 that Air India is extending Agentforce beyond its original refund-processing use case into automated email resolution, name-change automation, and a knowledge agent for service teams. The implementation detail worth stealing: Agentforce identifies multiple intents inside one customer email, invokes specialized sub-agents, validates across systems, and only generates a response when the system exceeds a 95% confidence threshold, using Air India's approved templates. A published confidence gate with template constraints is a more credible deployment pattern than the deflection-rate headlines most support-agent vendors lead with.