United Airlines is relying on generative artificial intelligence to inform its passengers. The company has deployed a model capable of precisely explaining the causes of late flights and suggesting concrete actions to travelers.
United Airlines relied on GenAI to improve its communication with passengers. After a pilot phase, the American airline deployed the “Every Flight Has a Story” LLM on a large scale. Based on the Amazon SageMaker platform, the system makes it possible to provide more detailed and precise information on delayed flights, reports the specialist site CIO.com. The model integrates data from multiple sources, including notes from operational teams and crews.
Previously, United’s communications teams had to manually edit messages about delays. Now, with the automation made possible by GenAI, the process is not only simplified but improved.
-Unlike standard messages that simply briefly mention mechanical problems or bad weather, the LLM “Every Flight Has a Story” allows the exact causes of delays to be explained in detail. For example, it can specify the type of weather phenomenon that disrupts a flight. Additionally, the service suggests concrete actions that passengers can take. United CIO Jason Birnbaum emphasizes that communications managers maintain an active role in the process, ensuring messages meet company standards.
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