Finnair's Sisu answers customers in 15 languages with generative AI
Finnair relaunched Sisu, its generative AI customer service assistant built on Salesforce's Agentforce, in spring 2026. It answers in 15 languages on the website and app, serves 2,000 to 4,000 customers a day by the airline's count, and passes harder cases to people with a summary.
The operating picture
Straightforward questions first
Finnair aircraft. Photograph: Pauloleong2002 / CC BY-SA 4.0 (cropped to fit). Illustrates the airline, not an AI deployment.
Finnair's assistant answers from the airline's website content and knowledge articles, and can open cases for staff to handle, such as a request to update details in a Finnair Plus account.
The airline is explicit about what Sisu cannot do. It cannot yet change bookings or take payments, it cannot see Finnair Plus accounts, and it can make mistakes. Those limits are published on Finnair's own site.
Selected implementations
The work behind the evidence
01 / Deployed
Fifteen languages, with a person behind it
The operational problem
An airline with customers in many countries receives routine questions in many languages, and staffing a desk for each language around the clock is expensive.
What the evidence reports
Finnair said in April 2026 that Sisu understands natural language in 15 languages and serves 2,000 to 4,000 customers a day in website and app chat. When a question needs a person, Sisu hands over to an agent with a summary; Finnair Plus Gold members and above can ask for a transfer directly. Pekka Stenlund, Finnair's AI coach, said Sisu "takes care of the straightforward questions, and the result is a better experience for everyone".
Operational significance
Publishing the assistant's limits and its route to a human sets expectations, which matters most when a question concerns a booking or a refund.
Evidence still needed
Finnair has not published resolution, escalation or satisfaction figures on its own site. A resolution rate for chat questions has been attributed to Salesforce but could not be checked at source.
Other records are shown separately, including non-AI technology and programmes at different stages of deployment. A register entry does not establish a measured AI benefit.
No other publicly listed records.
Editorial assessment
Finnair's Sisu is a modest, clearly bounded assistant, and the airline has said plainly what it can and cannot do.
Changing bookings and taking payments would raise the stakes. If Sisu gains those abilities, resolution and error figures become the evidence that matters.
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Aerostack register · 1 tracked deployment
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