Highlights from Deloitte's report on AI in Post-Sales Customer Experience
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United Airlines is embracing artificial intelligence (AI) in innovative ways to improve the travel experience for its customers. From personalized customer service to streamlined operations, AI is playing a pivotal role in making flying the friendly skies a bit easier.
One key area where United is leveraging AI is in customer service. The airline has implemented AI-powered customer service agents that provide tailored support, quickly resolving passenger issues with a personal touch. Additionally, United has launched an AI-powered chatbot to assist customers with real-time support and answer inquiries on their website 24/7 using natural language processing.
United is also using AI to enhance various aspects of the passenger experience. The airline generates AI-powered delay notifications that provide detailed explanations for flight delays, helping passengers understand and plan better. United is developing an AI tool called "Get Me Close" that will help passengers find alternative flights quickly and easily by analyzing flight data and passenger preferences.
AI is not just benefiting passengers – it's also helping pilots and operations behind the scenes. United uses AI to generate automated pre-flight announcements for pilots with clear information, ensuring consistent communication for passengers. Generative AI also helps pilots summarize complex technical documents into easily digestible information.
United utilizes AI and real-time data to coordinate operations and ensure regulatory compliance. Gate agents, flight attendants, and others use a chatroom to coordinate tasks and ensure flights leave on time. Dispatchers monitor real-time data to ensure crews comply with FAA regulations.
While the aviation industry is bound by rigorous safety standards and regulations, United Airlines is finding innovative ways to leverage AI to improve the overall travel experience for customers while maintaining a strong commitment to safety and security.
As AI technology continues to evolve, it will be exciting to see how United and other airlines further integrate AI to make flying an even more enjoyable and seamless experience.
View Fullscreen Here's the link to the full report: Link to Report