# How Heathrow uses Agentforce

**40%**: “improving digital contact efficiency by up to 40%”

As published on [salesforce.com](https://www.salesforce.com/customer-stories/heathrow-airport/). Captured by usedby on 2026-11-14.

- Company: [Heathrow](https://www.usedby.ai/companies/heathrow.md)
- Tool: [Agentforce](https://www.usedby.ai/tools/agentforce.md)
- Industry: [Airlines & Aviation Services](https://www.usedby.ai/companies/industry/airlines-aviation-services.md)
- Teams: Customer Service, Marketing and Digital

## 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.

Summary written by usedby from the source page, in English. The figures are those of Agentforce and Heathrow, not ours.

> 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%.

- **95%**: “generating accurate, actionable case summaries with an expected accuracy rate of 95%.”
- **800**: “uploading the 800 knowledge articles she can act on and supporting her training.”

> It’s effectively a digital concierge that holds your hand through your end-to-end airport experience.
>
> Peter Burns, Director of Marketing & Digital

Source: [salesforce.com](https://www.salesforce.com/customer-stories/heathrow-airport/), captured 2026-11-14.

## Agentforce users in Airlines & Aviation Services

- [Finnair](https://www.usedby.ai/companies/finnair.md) — Observed

## What usedby checked

We compared the story with its live page on 2026-11-14.

- Checked: the figure 40% is printed word for word on the page, near the name of Heathrow.
- Checked: the passage quoted above is copied word for word from the page, near the name of Heathrow.
- Checked: each number in our summary is printed on the page.
- Checked: Heathrow uses Agentforce. Confirmed line. Latest check across sources: 2026-11-15.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/heathrow-airport-agentforce · How we check: https://www.usedby.ai/methodology