How United Airlines use AI to make flying a bit easier?
Boarding a flight in the United States is becoming more advanced now. Jason Birnbaum, who became United’s CIO in 2022, said in his recent interviews that the United States has completely moved its chat system on United.com to an AI agent. However for now the system is in its beginning phase and limited features.
Birnbaum said. “I think the travel industry has a lot of different examples of where AI can be used for both the customer and the employees.” One of them is that of United: “Every flight has a story.”
For the last many years, if a flight is delayed customers receive a piece of information about the flight being delayed. But there is no such information about the reason the flight is delayed. But now in recent years united has been using AI agents to send information about these delays explaining the reason behind the delays.
“While our mobile tools are great, and they are great when people talk to humans, the interactions tend to have more to do with creating options. Which means you’re going to say, “Well, your flight’s delayed,” and then someone might say, “Well, could you take me to Philadelphia instead of New York?” Could you bring me closer? “We think interaction is a great use case for AI,” Birnbaum said.
Also read: Is Wincdemu safe to use for your phone?
United Airlines uses AI
Apart from using AI agents for customer services, united is also working to launch AI tools for flight employees. In his recent interview, he talked about this. “A pilot came up to me and said, ‘One of the things some pilots are great at is getting up on that speaker and saying, ‘Hey, welcome, everyone’s going to Vegas, blah, blah.’” ‘Some pilots are introverts; Could you have an AI engine that helps me generate an announcement on the plane about where I’m going so I can give a really good announcement about what’s happening? And I thought it was a great use case.”
Additionally, AI agents can be helpful for pilots to understand complex documents more easily. In-flight customer interactions with pilots play a significant role and using generative AI in that can be really interesting.
United has already used some sort of AI to provide more facilities to its customers. But soon in the coming time, we may see more announcements for that.
