United Airlines has begun using Language Learning Models (LLMs) and artificial intelligence, such as ChatGPT, to inform customers about the status of their flights, resulting in a 6% boost in customer satisfaction.

United Airlines is exploring new strategies with generative AI initiatives aimed at enhancing customer experiences and improving business processes. The airline has employed advanced AI models for more transparent and human-like communication concerning flight delays, cancellations, and service disruptions.

Using United’s core data systems, the airline has launched several AI models to improve communication for their employees and customers.

Speaking to CIO, the Chief Information Officer, Jason Birnbaum, noted:

“We worked hard to fine-tune this model to take operational feeds, notes from our operations teams… As opposed to a canned message, we try to write a specific story about what’s going on with your flight.”

United uses ChatGPT for secure internal trials and a public-facing LLM known as “Every Flight Has a Story”, releasing over 100,000 notifications through this system.

Francesca Vasquez from AWS stated:

“United is just getting started… freeing up their staff to focus on the more challenging delay issues.”

Looking ahead, United Airlines plans to leverage AI to enhance baggage handling, optimize flight routes, and advance predictive maintenance for their aircraft.