Southwest Airlines Taps Salesforce AI to Transform Customer Service
Southwest Airlines is using Salesforce’s Agentforce to give travelers faster access to customer support while freeing service representatives to focus on more complicated issues. Available through Southwest’s website and mobile app, the AI assistant can handle common questions about baggage, reservations, refunds, and Rapid Rewards, direct customers to self-service options, and escalate conversations to a human representative when necessary. The technology draws from Southwest’s approved information and Salesforce Service Cloud data, helping maintain consistent responses while allowing conversations to transfer to representatives without customers having to repeat themselves. Since Southwest began rolling out Agentforce in November 2025, the airline says the technology has handled more than 2 million customer interactions, resolved 45% of eligible inquiries without human assistance and contributed to a significant increase in customer satisfaction. Southwest also projects that the technology will generate $6 million in annual savings and deliver a seven-fold return on investment.
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Accelevate Solutions and Brand Engagement Network Bring AI-Powered Passenger Engagement to LAX
Accelevate Solutions and Brand Engagement Network (BEN) have launched an AI-powered passenger engagement platform for off-airport parking and shuttle services at Los Angeles International Airport (LAX), combining real-time transportation information with new digital engagement and advertising opportunities. The platform gives travelers mobile access to shuttle routes, live vehicle locations and estimated arrival times without requiring an app download, while providing operators with a digital layer that works alongside their existing fleet systems. Built around Accelevate’s MobilityConnect technology and BEN’s AI capabilities, delivered through the Mydas enterprise media platform, the solution also creates a contextual advertising channel tied to real-world passenger journeys. Promotional and static advertising is already available, with live paid advertising expected to begin in the fourth quarter of 2026 as the companies look to expand the technology to additional airports and transportation markets.
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Chalice AI and PurpleLab Partner to Bring Predictive AI to Healthcare Media
Chalice AI and PurpleLab are teaming up to help healthcare marketers turn real-world healthcare data into customized predictive models that can guide advertising and media decisions. The partnership combines PurpleLab’s medical and pharmacy claims intelligence, spanning more than 330 million U.S. patient lives and over 3 million healthcare professionals, with Chalice AI’s modeling and optimization technology. Instead of relying primarily on predefined audience segments, marketers will be able to develop brand-specific models based on desired outcomes, such as identifying prospective patients and prescribers, anticipating adoption or attrition, and finding opportunities for incremental growth. The models can be updated as new healthcare and campaign data become available and activated through Chalice across connected TV, social platforms and the open internet, with an emphasis on transparency, data provenance, security and privacy-conscious handling of healthcare information.
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