Emplifi, of Columbus, Ohio, runs a customer-experience platform whose AI agents and sentiment analysis answer airline passengers on social media without a human agent.
Formed in 2021 from the merger of Socialbakers and Astute, it has 501 to 1,000 staff. Its own 2026 benchmark found AI resolving up to 31 per cent of airline Facebook message conversations; the figure is the company's research.
Aeromexico and Volaris are named customers. Aeromexico's case study, published in 2025 with named airline staff, reports engagement growth of 786 per cent in 2023; the figures come from the case study rather than independent reporting.
Aviation AI deployments and updates
01 / Deployed · limited scope
Aeromexico social customer care on Emplifi and agent desktop on Salesforce Service Cloud
Aeromexico's social media team uses Emplifi for social customer care and content, according to a 2023 Emplifi case study, and Emplifi says the airline's response time on social channels fell from four days to a couple of hours. An integrator, Do IT Cloud Consulting, said in July 2026 that it had implemented Salesforce Service Cloud for Aeromexico's agents, with a custom integration that brings passenger information from several systems into one view.
Volaris lifted positive sentiment by 7% and improved its social media content with Emplifi, according to an Emplifi case study published on 23 August 2023.
Emplifi Social Media and Customer Care Platform (Airline Applications)
Unified AI-powered platform for social media marketing, customer care and community management, used by airlines to manage passenger engagement across social channels, handle customer service enquiries at volume, automate responses via chatbot, and analyse social performance.
The problem it addresses
Airlines operate 24/7 and face high volumes of passenger social media enquiries - particularly during disruptions, delays and cancellations - across multiple platforms (Facebook, Instagram, X, WhatsApp, Messenger). Manual management of these interactions at scale is slow, inconsistent and costly. Emplifi enables airlines to automate, prioritise and centralise passenger communication across all social channels.
Key features
AI-powered chatbots for automated passenger responses on social media
Agent-assist tools for human agents handling complex queries
Unified inbox for all social channels (Facebook, Instagram, X, WhatsApp, Messenger, LinkedIn, TikTok)
Social media publishing and content scheduling
7 more features
Social listening and sentiment monitoring
Community management and UGC (User-Generated Content) management
Cross-channel analytics and performance reporting
Crisis communication management with real-time alerts
Influencer marketing tools
AI-powered content performance prediction
Emplifi Fuel intelligence engine: agentic AI for workflow automation
Technical specifications (4)
Agentic AI (Emplifi Fuel) for autonomous response and workflow automation
Unified data layer connecting social marketing, commerce and care
Real-time sentiment analysis
Multi-region, multi-account management with centralised governance
Certifications and approvals
Forrester Leader recognition
MarTech Leader recognition
Verified deployments
Aeromexico (AM) – Aeromexico social customer care on Emplifi and agent desktop on Salesforce Service CloudVolaris (Y4) – Emplifi social media management at Volaris
Profile data from the Aerostack companies register; deployment records from the verified register. Evidence grades: T1 first-party confirmation, T2 credible reporting. See Our approach for how records are graded.
Aerostack companies register
Aerostack tracks AI deployments across airports and airlines, with the published evidence behind each record. Photography is real aviation imagery. Record thumbnails may show the named airport or airline; other photographs do not.
