Put a help center agent in front of airline service reps

Southwest Airlines, whose 2,600 reps field more than 20 million inquiries a year, added an Agentforce assistant to the help center on its website and app. It answers baggage, refund, reservation and Rapid Rewards questions from approved knowledge only, and sends travelers to the booking site when a change needs a login. It may ask for clarification at most twice before passing the chat to a rep with the full history, and safety or legal topics go to a person straight away. Unresolved cases end in a callback request. After a phased start in November 2025, the airline reports a 45% resolution rate over more than two million interactions and projects $6 million in yearly savings.