Thursday, July 4, 2024 United Airlines is revolutionizing how it communicates with customers by utilizing AI tools and live radar maps to provide real-time updates, especially during weather delays. This initiative aims to give travelers as much information as possible about their trips, ensuring they stay informed even when things don’t go as planned. Introducing Live Radar Maps United Airlines now texts customers links to local, live radar maps during weather delays.
This new feature helps customers understand how weather in one part of the country can impact flights elsewhere. United is the first U.S.
airline to provide such specific messages, with assistance from generative artificial intelligence (gen AI) tools. Jason Birnbaum, United’s Chief Information Officer, emphasized the importance of transparency: “With more people traveling this summer than ever, we wanted to give our customers an easier way to stay connected to real-time information about their flight, and texting was the simplest solution.” Specialized Customer Service Teams and AI Integration Specialized customer service teams located in the network operations center work alongside flight operations teams.
They use gen AI to review flight data and write comprehensive messages about flight changes. These messages are then sent to customers via text or email, providing relevant information on why flight plans are changing. During weather events, these messages include links to live radar maps, showing w.
