storytelling

United Airlines: Updating customers faster with care

A United Airlines passenger receives a message about his flight.

The mission

As a result of a Hackathon, United Airlines and Slalom incubated several innovated Gen AI enhancements for the United’s customer experience. One of the innovations was able to better support real-time information routing customers in the United app. The app improvements allowed for United agents to engage more customers twice as fast with care and improve the customer experience.

Project details

With an upcoming conference approaching and a want to share work in Gen AI, Slalom looked to publish this story quickly. I worked with the team at United Airlines to procure photography assets from their library for use on the website page and social media assets, get approvals, and publish ahead of the deadline. These assets have been valuable in showing Slalom’s work in the Gen AI space.

Project at a glance

  • Written story
  • Customer photography
  • Flagship interactive webpage
  • Targeted social media assets for multiple channels

My contributions

  • Influenced story development
  • Project scoping
  • Sourced photography
  • Created interactive webpage
  • Created social media assets

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©1998-2024 Steven Stelter and used with permission of copyright holders.