NLX and United Airlines recognized for automating accessibilities service

The 2024 Opus Research Conversational AI Awards have recognized United Airlines’ accessibility service for making it possible for travelers to add a wheelchair or a service animal to a flight reservation in minutes by offering an automated experience when customers can’t find how to do it online or reach out for assistance. That self-service has increased customer satisfaction. 

“Our top priority is to deliver exceptional customer service to our travelers from the moment they book a flight to when they land and set off to their destination,” said Rachel Walker, Managing Director of Service Transformation for Customer Contact Centers at United Airlines. “Multimodal enables us to realize this ambition by offering our customers an intuitive and simple experience that ensures they are fully supported in their journey with us. We are grateful for NLX’s partnership in bringing this to life.”

United’s accessibility service is powered by NLX’s patented multimodal technology which synchronizes voice and digital channels, so travelers are guided by United’s voice assistant as they complete the required steps at their own pace on the screen of their device. Of those customers who engage with this experience, more than 60% of the time the experience is fully automated and results in customer satisfaction (CSAT) scores in the 80-90% range, on average.

“Multimodal journeys are an especially powerful solution for customer-oriented enterprises like United Airlines, offering an entirely new way to support customers that helps build trust while prioritizing convenience for customers using automation,” said Andrei Papancea, CEO and Chief Product Officer of NLX. “It has been incredibly gratifying to see the success the United team has been able to achieve and we look forward to supporting further innovation.”

United Airlines’ Accessibility Service and NLX were selected from among more than 30 submissions across industries celebrating outstanding achievements in natural-language powered, Conversational AI assistants.

Read the full announcement from Opus Research.