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.

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