I'd like to drill down a little bit more on what's under the hood with United. First, United is using Coveo on their homepage, so end users can type queries like this one. Can I fly with my pet? There's a result that is automatically generated from the created content index by Caveo and united dot com. So there's a great answer here. There's also curated content that is surfaced by search engine by Coveo on top of the list. And then at the bottom, great results ranked by relevance, they're also super useful. But what's really unique is the ability to protect against these kinds of query. And, United serves a very large and diverse audience where some of their consumers will either have either put typos in the query or, just try to play the systems, the game the systems. So in this example here, can I fly with my kids in a checked bag? Right? Some of you may be smiling, but these are real queries that are being asked each and every day. You don't want to provide an answer. So this is the Coveo answer. Coveo says, we don't have a generic answer for you, and United displays it this way, so there's protection against hallucination. But then at the bottom, you have two great search results that are actually linked to the query. So at the bottom, if it's a typo, these search results will help you. Right? Bag fee calculators, flying with kids, and family boarding. So this is super useful.
Under the Hood with United Airlines
Want to see how a major airline like United is transforming its digital experience? In this video, you’ll discover how they use Coveo to:
- Deliver accurate, curated answers to passenger questions directly on their homepage.
- Protect against irrelevant or misleading queries with built-in safeguards.
- Surface relevant results even when customers make typos or unusual requests.
From handling common questions like “Can I fly with my pet?” to filtering out tricky queries like “Can I check my kids in a bag?”, you’ll see how United ensures clarity, safety, and customer trust with Coveo’s AI-powered search.
If you’re in the airline industry and looking to improve digital self-service, customer experience, and operational efficiency, this video is a must-watch.
In this series

7 MIN
Using Coveo Search Agent for Conversational Experiences

5 MIN
Coveo Passage Retrieval API: Advanced Information Retrieval Demo

5 MIN
Coveo for Agentforce

3 MIN
Coveo for Salesforce B2B Commerce Cloud

Watching
2 MIN
Under the Hood with United Airlines

5 MIN
1:1 Personalization in Anonymous Sessions

7 MIN
Five Ways Search + AI = Better Customer Self-Service and Agent Experience with Coveo

3 MIN
Refine Search Result Relevance with Coveo’s Automatic Relevance Tuning Model

3 MIN
Improve Search Relevance with Coveo’s AI Query Suggestions

11 MIN
AI-powered Search Drives Engagement and Conversion with Coveo for Websites

4 MIN
4 Simple Steps to Search Setup with Coveo’s Relevance Generative Answering

5 MIN
Coveo for B2B Commerce

5 MIN
Coveo for SAP B2B Commerce

2 MIN
Help Customers Find the Right Products Fast with Coveo Commerce Search

13 MIN
Surcharge AI Agents with Coveo for Agentforce 2.0

11 MIN
Power End-to-End CX & EX with Coveo Relevance Generative AI

16 MIN
Unified Search: The AI Foundation Your Support Strategy Needs
Next
Next
Make every experience relevant with Coveo

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