Uploaded July 2026 | Updated September 2026, 2 weeks ago
When Irregular Operations (IRROPs) hit, customer service operations face their greatest test and customers face peak frustration. United Airlines set out to answer a challenge every CX leader knows well: How do you deliver fast, empathetic service to every customer, even on the worst days?
In this session, hear how United's Customer Service and Technology teams partnered with Amazon Connect Customer to build a conversational AI and self-service strategy that drives high automation rates, cuts customer wait times, and pushes CSAT scores to new heights. United became the first airline to deploy Amazon Connect Customer's patented Live Sync technology, a bidirectional multimodal experience that pairs guided voice with a real-time visual companion on a customer's mobile device, dynamically acting on their behalf. With a goal of up to 50% voice containment on IRROPs days, United is building toward an agentic AI future where autonomous agents fulfill customer needs end to end. However, when a customer's needs are complex, CX technology knows when to bring in a human agent. Hear how United designed seamless AI-to-agent handoffs with full context continuity and next-best-action insights, so every escalated interaction picks up exactly where the automation left off. Finally, learn how you too can bring this next-gen technology to your customers.
Learn more about AWS events: https://go.aws/events
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More AWS videos: bit.ly/2O3zS75
More AWS events videos: bit.ly/316g9t4
ABOUT AWS
Amazon Web Services (AWS) hosts events, both online and in-person, bringing the cloud computing community together to connect, collaborate, and learn from AWS experts. AWS is the world’s most comprehensive and broadly adopted cloud platform, offering over 200 fully featured services from data centers globally. Millions of customers—including the fastest-growing startups, largest enterprises, and leading government agencies—are using AWS to lower costs, become more agile, and innovate faster.
#AWSEvents
When Irregular Operations (IRROPs) hit, customer service operations face their greatest test and customers face peak frustration. United Airlines set out to answer a challenge every CX leader knows well: How do you deliver fast, empathetic service to every customer, even on the worst days?
In this session, hear how United's Customer Service and Technology teams partnered with Amazon Connect Customer to build a conversational AI and self-service strategy that drives high automation rates, cuts customer wait times, and pushes CSAT scores to new heights. United became the first airline to deploy Amazon Connect Customer's patented Live Sync technology, a bidirectional multimodal experience that pairs guided voice with a real-time visual companion on a customer's mobile device, dynamically acting on their behalf. With a goal of up to 50% voice containment on IRROPs days, United is building toward an agentic AI future where autonomous agents fulfill customer needs end to end. However, when a customer's needs are complex, CX technology knows when to bring in a human agent. Hear how United designed seamless AI-to-agent handoffs with full context continuity and next-best-action insights, so every escalated interaction picks up exactly where the automation left off. Finally, learn how you too can bring this next-gen technology to your customers.
Learn more about AWS events: https://go.aws/events
Subscribe:
More AWS videos: bit.ly/2O3zS75
More AWS events videos: bit.ly/316g9t4
ABOUT AWS
Amazon Web Services (AWS) hosts events, both online and in-person, bringing the cloud computing community together to connect, collaborate, and learn from AWS experts. AWS is the world’s most comprehensive and broadly adopted cloud platform, offering over 200 fully featured services from data centers globally. Millions of customers—including the fastest-growing startups, largest enterprises, and leading government agencies—are using AWS to lower costs, become more agile, and innovate faster.
#AWSEvents
