The use case: how Heathrow deploys Agentforce
Heathrow uses Agentforce as a digital assistant, called Hallie, that answers passenger questions and gives in-terminal wayfinding help over WhatsApp and web chat. It also summarizes escalated service cases for the customer service team using knowledge base, Data 360 and live API data.
More reported results
Figures published in Agentforce’s case study. They are not independently measured by usedby.
generating accurate, actionable case summaries with an expected accuracy rate of 95%.
uploading the 800 knowledge articles she can act on and supporting her training.
In the customer’s words
It’s effectively a digital concierge that holds your hand through your end-to-end airport experience.Agentforce users in Airlines & Aviation Services
Companies in the same sector, with public evidence.
See all Agentforce customers
Go straight to the source
Based on Agentforce’s published case study. We check the public evidence; the results are reported by the vendor.
salesforce.com- Last checked
- Nov 14, 2026
Open source capture What the story claims, and what we checked
What we compared with the page.
- The figure: 40%Checked
Printed word for word on the page, near the name of Heathrow.
- The passage quoted aboveChecked
Copied word for word from the page, near the name of Heathrow.
- The numbers in our summaryChecked
Each one is printed on the page.
- Heathrow uses AgentforceChecked
Confirmed line.
- The result itselfNot checked
We quote it; we did not measure it.
Agentforce will automate this process by analyzing inquiries, extracting key details such as passenger preferences and recent interactions, and generating accurate, actionable case summaries with an expected accuracy rate of 95%.