Case Study: United Airlines achieves better customer experiences and employee innovation with Slalom

United Airlines - Customer Case Study

United Airlines, known for its strong culture of innovation, wanted to implement GenAI to improve employee productivity and deliver more personal customer experiences at scale. With help from Slalom, the airline faced the challenge of making customer communication more relevant and empathetic without having to manually craft messages for every traveler.

Slalom helped United bring GenAI use cases into production and build an internal platform that lets teams keep innovating. As a result, United’s developers can experiment more freely, teams can serve customers more efficiently, and the customer experience has improved; the case study says customers are “happier,” though it does not provide specific numeric metrics.

United Airlines

Jason Birnbaum

Chief Information Officer