United’s newest technological tool gives flyers access to local maps with real-time weather updates, giving them even more information about delays and what they can expect during the day.
Weather Maps Add New Layer of Customer Service From AI Tools
The new tool leans on generative artificial intelligence to identify where trouble spots are, and proactively reaches out to flyers with information about their travel. The process starts at the carrier’s network operations center, where customer service teams work to identify weather issues which could delay flights.
When a problem area is identified, the carrier will work with their AI tools to review flight data and create messaging for flyers. The information is then sent via email or text message to provide “helpful and relevant information about why flight plans are changing.”
Those messages may include a local, live radar maps which includes real time data across flight paths. The United app will also feature live weather maps to show where problems exist under the flight status updates option.
“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,” Jason Birnbaum, United’s chief information officer, said in a statement. “We know customers appreciate transparency and by combining innovative technology-enabled tools with people power, we can give more people, even more in-the-moment details about their flight.”
The new feature compliments United’s current technology suite to help improve the passenger experience. In addition to getting active, real-time assistance by scanning QR codes at the airport, the United app allows flyers to to get real-time flight updates and automatic rebooking assistance.
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