Quantcast

United Airlines boosts customer satisfaction using generative AI

Qantas launches mammoth Asia flight sale including Bali and Japan
New Update from Air Canada, WestJet, American Airlines, Delta, United, Southwest, Alaska, JetBlue Airways, and Sunwing: Airline Capacity Between Canada and US Slashed as Bookings Plummet Seventy Per Cent
Delta Cuts Two Domestic Routes
United Airlines Technicians Reject ‘Dead on Arrival’ Contract Proposal, Teamsters Say
The State of the Asia Pacific Airline Industry
Spirit Airlines to add Detroit nonstop flight out of Bradley International Airport
Major airline to launch new direct flights from Scotland to North America
Ryanair launches new ‘prime’ membership which saves passengers more than £400 a year
Judge Orders Boeing to Trial on 737 MAX Case
Qantas’ free international Wi-Fi to switch on from next week
The real reason Southwest is charging for bags now
Air France-KLM in ongoing talks with Air Europa on potential stake, CEO says
Frontier Savagely Shades Southwest After They Eliminated Longstanding Free Bag Policy, Sparking Backlash
Frontier Wants You to 'Divorce Your Old Airline' After Southwest Changes
Delta named one of Fast Company's Most Innovative Companies for sustainability initiatives
Passengers escape fiery American Airlines jet in Denver
Delta, American Dive On Slashed Outlooks; But Two Airlines Rally
Competitors are circling Southwest after the airline announced it's going to start charging for checked bags
Exclusive: Dominican Low-Cost Carrier Arajet Wants to Disrupt NYC Market
Boeing deliveries rise 63% in February from a year earlier
Transportation Secretary Duffy Lays Out 10 Ways the FAA Is Working to Upgrade Air Traffic Control and Make Flying Safer
EasyJet pilot Paul Elsworth suspended after flying too close to mountain
Delta Air Lines bets on ‘blended-wing’ flight to reduce emissions
Europe's airlines pivot to bite size M&A deals to limit cost, regulatory burden
Dave Emerson named new CEO of Virgin Australia, replacing Jayne Hrdlicka
Ryanair DELAYS controversial new boarding pass rule to avoid summer chaos
FAA Orders Inspection, Replacement of 737NG Engine Parts
Spirit Adds New Airport, Three Routes
Delta crash passengers should take the $30,000 payment, their lawyers say. Here’s why.
Budget airline launches new cheap flights to one of the UK’s top winter sun destinations
United Airlines boosts customer satisfaction using generative AI
Policy
Webp 5r3vc2svdh8ibaxk8gr8iutw0za2
Simple Flying | Simple Flying

United Airlines has introduced the use of generative artificial intelligence to improve customer satisfaction, achieving a 6% increase. The airline employs Language Learning Models (LLMs) and AI tools like ChatGPT to enhance communication with customers about flight statuses.

The initiative aims to provide transparent and human-like updates regarding flight delays, cancellations, and service disruptions. United's data infrastructure, including the United Data Hub and the AI/ML platform "Mars," supports this development.

Jason Birnbaum, United Airlines' Chief Information Officer, explained the company's approach: “We worked hard to fine-tune this model to take operational feeds, notes from our operations teams, the crew, and all these different sources of data, and have AI take all this data and create a narrative that is more transparent, empathetic, decisive, and clear as we can be. As opposed to a canned message, we try to write a specific story about what’s going on with your flight."

Get the Newsletter
Sign-up to receive weekly round up of news from Sky Industry News
By submitting, you agree to our Privacy Policy and Terms of Service. By providing your phone number you are opting in and consenting to receive recurring SMS/MMS messages, including automated texts, to that number from our short code. Msg & data rates may apply. Reply HELP for help, STOP to end. SMS opt-in will not be sold, rented, or shared.

United uses ChatGPT for secure internal testing while employing an LLM for external users called "Every Flight Has a Story." This service offers quicker and clearer flight-status updates through over 100,000 push notifications sent so far.

Francesca Vasquez from Amazon Web Services praised United's innovative use of their platform: “United is just getting started. Historically, United storytellers had to manually edit templates... United realized that gen AI could automate most of these messages.”

United plans further applications of AI in areas such as baggage handling and predictive maintenance for aircraft.

Organizations Included in this History
More News

Alaska Airlines has announced operational changes at New York John F. Kennedy International Airport (JFK).

Apr 2, 2025

Airbus Corporate Jets (ACJ), a division of Airbus, specializes in converting the company's airliners into business jet versions.

Apr 2, 2025

The Cessna CitationJet series has become increasingly popular among first-time private jet owners.

Apr 2, 2025

Delta Air Lines is intensifying its efforts to cut carbon emissions, aiming for net-zero emissions by 2050.

Apr 1, 2025

IndiGo has launched a new service from Mumbai to Seychelles, marking the first Indian carrier to operate this route in two decades.

Apr 1, 2025

Delta Air Lines has made changes to its flight operations between Detroit and Los Angeles, removing the Airbus A350-900 from the route's schedule.

Apr 1, 2025