Generative-AI flight-status stories and United GPT at United Airlines
Deployed
About 15 storytellers at United Airlines had sent generative-AI-assisted delay messages on around 6,000 flights, Forbes reported on 3 May 2024.
By December the tally passed 100,000 digital notifications, with a 6% lift in customer satisfaction and about 90 further use cases in view, CIO.com reported on 20 December 2024. An AWS vice president told the publication that United has used the AWS Generative AI Innovation Center.
Internally, more than 90% of United's managers use United GPT, the airline told CIO.com on 30 April 2025.
What the system does
About 15 storytellers at United Airlines had sent generative-AI-assisted delay messages on around 6,000 flights, Forbes reported on 3 May 2024.
By December the tally passed 100,000 digital notifications, with a 6% lift in customer satisfaction and about 90 further use cases in view, CIO.com reported on 20 December 2024. An AWS vice president told the publication that United has used the AWS Generative AI Innovation Center.
Internally, more than 90% of United's managers use United GPT, the airline told CIO.com on 30 April 2025.
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