United Airlines takes flight with generative AI
United Airlines is charting new territory with gen AI initiatives to enhance customer experience and operational efficiency
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PEX Network’s weekly news bulletin rounds up the latest from the process community including operational excellence (OPEX), digital transformation, business process management (BPM), process mining, artificial intelligence (AI) and much more.
This week includes:
- United Airlines takes flight with generative AI
- PRoC3S is set to reshape warehouses and industries
- AI judge to monitor Usyk-Fury II rematch
- Warehouse automation set to boom in 2025
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United Airlines takes flight with generative AI
United Airlines is charting new territory with generative AI initiatives designed to enhance customer experience and process excellence. The airline has deployed sophisticated AI models to provide more transparent and empathetic communication about flight delays, cancellations, and service disruptions, resulting in a reported 6 percent improvement in overall customer satisfaction.
Through its AI and ML platform, “Mars,” United leverages Amazon Web Services (AWS) to automate digital notifications, streamline delay communications and reduce manual workloads for customer service agents. By automating routine communications and personalizing responses at scale, United aims to enhance passenger experience while reducing operational strain during peak travel periods.
Francesca Vasquez, vice president at AWS, commended United’s innovative approach, emphasizing the transformative potential of generative AI in automating and personalizing communication at scale. United’s broader AI roadmap includes over 90 potential use cases aimed at improving baggage handling, optimizing flight routes and enhancing predictive maintenance for aircraft, further solidifying AI’s role in shaping the future of air travel.
PRoC3S is set to reshape warehouses and industries
MIT researchers have unveiled a groundbreaking AI system that could revolutionize the way warehouse robots operate. This technology, known as PRoC3S (Predictive Robotic Control via Simulated Systems), is designed to enable robots to handle irregularly shaped packages, perform intricate sorting tasks and navigate congested spaces without risking the safety of human workers. PRoC3S represents a significant leap forward in robotic dexterity and spatial reasoning, areas where previous automation efforts have faced limitations.
The innovation arrives at a critical juncture for retailers and logistics companies under increasing pressure to automate operations due to soaring eCommerce demand and labor shortages. While robots have long been proficient in repetitive tasks such as moving pallets or scanning barcodes, PRoC3S offers a solution for complex warehouse jobs that have traditionally required human dexterity, problem-solving skills and spatial awareness. By equipping robots with the ability to simulate and test multiple solutions before acting, PRoC3S aims to reduce costly errors and increase overall operational efficiency.
“PRoC3S could potentially slash error rates by allowing robots to test their plans in simulated environments before executing them,” said Erik Nieves, CEO at Plus One Robotics. “It’s akin to the difference between classroom learning and hands-on field experience.” Nieves emphasized that this development could pave the way for broader adoption of robotics in industries hesitant to automate delicate or irregular workflows.
This AI advancement complements the broader trend of AI-driven robots transforming distribution yards and supply chain logistics. Autonomous vehicles equipped with robotic arms are increasingly tasked with connecting brake lines, scanning inventory and positioning trailers, addressing long-standing inefficiencies in supply chains. Innovations from companies like Agility Robotics, Berkshire Grey and Amazon continue to enhance fulfillment center operations by automating complex sorting, picking and packing processes, enabling faster and more accurate order fulfillment.
Nishanth Kumar, co-lead author of a paper on PRoC3S, highlighted the synergy between AI language models and classical robotics as pivotal for open-ended problem-solving. “Our approach leverages simulation to evaluate numerous potential action plans, fostering robots’ ability to adapt and respond flexibly to dynamic environments,” Kumar said. By leveraging AI’s ability to process vast amounts of data and learn from simulated mistakes, warehouse robots can evolve beyond static, pre-programmed systems, paving the way for more agile and intelligent automation solutions.
AI judge to monitor Usyk-Fury II rematch
Boxing is entering the digital age as Tyson Fury’s highly anticipated rematch against Oleksandr Usyk will feature an AI judge alongside traditional scorekeepers. This technology, announced by Saudi Arabia’s General Entertainment Authority, promises to add an extra layer of intrigue and scrutiny to the high-stakes bout.
While the AI judge’s decisions will not influence official results, its analysis will provide real-time insights and highlight discrepancies in human judging, potentially influencing future reforms in the sport. The AI system will evaluate factors such as strike accuracy, defensive maneuvers and overall ring control, generating comprehensive post-fight reports for fans and analysts.
UFC President Dana White recently expressed similar interest in employing AI for divisional rankings and performance analysis, signaling a broader shift toward integrating AI in sports governance and competition assessment. The adoption of AI in combat sports reflects a growing commitment to transparency, fairness and technological innovation across the athletic industry.
Warehouse automation set to boom in 2025
The warehouse automation sector is poised for significant growth in 2025, driven by technological advancements and increasing demand across diverse industries. Andy Williams, vice president at Exotec, notes that while sectors like consumer product goods and automotive have been slower to adopt automation, they are rapidly catching up, driven by competitive pressures and evolving market dynamics.
Automation technologies, particularly robotic automated storage and retrieval systems (AS/RS), are gaining traction as companies seek to optimize throughput, reduce lead times and minimize labor costs without expanding facilities. However, Williams cautions that successful implementation hinges on selecting proven technologies and reliable partners with demonstrated expertise.
“Flexibility and speed are paramount,” Williams said. “Automation must address dynamic needs, enabling warehouses to fulfill orders within 30 minutes. The landscape is competitive and businesses must ensure their investments yield tangible benefits and long-term resilience.”
As industries brace for a rebound, automation will remain a critical driver of operational efficiency, supply chain resilience and competitive differentiation.
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