Featured demo · Sep 2026
AeroWave Claims Concierge
Built on the Salesforce Platform
Prefer YouTube? Watch it on YouTube
The business problem
Before a flight-delay claim gets paid, someone has to confirm who the customer is, confirm the flight was actually disrupted, and check for fraud. When the customer's loyalty and booking records live in separate systems, that work is slow and manual, and customers wait for an answer.
What you'll see
- 01An Agentforce claims agent verifies the customer, checks flight status, and pays clean claims in seconds.
- 02Data 360 identity resolution unifies loyalty and booking records from 5 source systems. Weak matches go to a Service Cloud case with an agent-written reviewer brief.
- 03A Slack review loop where reviewers pull in the fraud team, approve or deny the claim, and the decision is written back to the case and the customer's status reply.
How it fits together
Design decisions
Why it's built this way.
The agent never reveals the rules
Scoring and payout logic live in Flow, not in the agent's prompt, so the agent never exposes scores or thresholds that a bad actor could learn to game.
One customer, five systems
Identity resolution in Data 360 gives the agent a single view of the customer. When the match is weak, the agent hands off to a human instead of guessing.
Review where people already work
Reviewers approve or deny in Slack, with the fraud team a mention away. The decision flows back to the case and the customer automatically, so no one has to re-key it.
What I'd ask a real customer first
The demo shows one design. In a real engagement, discovery decides the thresholds, data sources, and handoffs.
- How many claims come in, how long does a decision take today, and where do claims stall?
- Who has payout authority, and above what amount must a human approve?
- Which systems hold booking and loyalty data, and how reliably do customer records match across them?
- Which fraud signals do you already trust, and who owns the threshold decisions?
- What policy or regulatory rules govern refunds and compensation in your markets?
- Which channels do customers use today, and which one should the agent start in?