The virtual assistant is planned to function much like ‘Alex,’ who was implemented by Continental Airlines in 2009 and has answered over 20 million questions for customers on Continental.com. 
Next IT, a leading provider of intelligent virtual assistants for business, announced that it has reaced a multi-year deal with United Airlines. Next IT will provide a natural, or every-day, language solution to create an exceptional customer experience for travelers using united.com.
“Consumers want to do business online and our technology is an integral part of meeting that need,” said Next IT Founder and CEO Fred A. Brown. “We are proud that United Airlines realizes the value of employing a Next IT virtual assistant. The technology will provide a high level of confidence for their customers and make it easy for them to accomplish what they set out to do, without searching the site manually or picking up the phone.”
Next IT software combines the personalized service users want from a live representative with the business benefits and dependability of a scalable technology-based solution. With minimal effort, United customers will receive fast, accurate answers to any questions they have.
http://www.businesswire.com/news/home/20111116006482/en/Provide-Personalized-Self-Service-Online-United-Airlines
