Gander: LLMs For Aviation, Starting with Customer Service
Summary
We are working with our first airline to automate the back-office tasks involved with processing reimbursement claims, while building a voice agent that calls customers to get them on a new flight if they miss their original one.Airlines are sitting on the biggest customer service problem in the world taking into account complexity, volume, and regulation. When it comes to disruptions (when things go wrong), supporting customers is hard for three reasons: Volume Spikes: Anyone flying during the Crowd-Strike Outage, Southwests Christmas Meltdown, or during March 2020 knows this problem deeply. Complying with them introduces mistakes, back office over head, and introduces airlines to litigation and liability Messy Data: To process a reimbursement claim on behalf of a passenger, the airline has to manually review receipts and flight logs while doing painful verifications in antiquated legacy systems White-labeled AI forms experience or API on top of airlines existing process Gander reimburses passengers for food, transportation, hotel, baggage delay & damage expenses according to airline policy & regulations Uses AI to cut agent cost, fraud, in-accurate claims, and protects against lawsuits from EU-261, Brazil ANAC, Canada APPR & more GenAI voice agent pro-actively calls customers who have been disrupted to review flight options and answer questions Stops customers from calling live agents, creating long airport queues, or using chat resources Can be configured to be proactive to certain loyalty populations, disruption types, or switched to reactiveWe want to bring LLMs to the 1T airline industry. We see customer service as our wedge into becoming a trusted vendor to bring LLMs to the critical workflows it takes to transport people via air. Our founding team experience with this problem space first hand having spent time at United, American, and investing in aviation software at Insight Partners.