Case Study: United Airlines achieves faster self-service and higher CSAT with NLX

Empowering Travelers Through Al United Airlines' Self-Service Revolution

United Airlines, the world's largest airline, faced challenge of handling approximately 30 million annual customer inquiries, leading to long wait times and overwhelming workloads for its support agents. To address this, the airline partnered with NLX to implement its multimodal AI technology, seeking to automate routine requests and elevate the overall customer experience.

NLX implemented its no-code platform, including NLX Voice+, to create automated conversation flows for specific requests like flight cancellations and accessibility services. This solution seamlessly integrated voice with other modalities, such as sending text messages to guide customers. The results were significant, with NLX automating 31% of cancellation requests and 64% of wheelchair assistance requests. This dramatically reduced call volume and drove customer satisfaction scores to 82% for cancellations and 90% for accessibility, well above the industry average.

United Airlines

Brett Golden

Senior Specialist