When Irregular Operations (IRROPs) hit, customer service operations face their greatest test and customers face peak frustration. United Airlines set out to answer a challenge every CX leader knows well: How do you deliver fast, empathetic service to every customer, even on the worst days? In this session, hear how United's Customer Service and Technology teams partnered with Amazon Connect Customer to build a conversational AI and self-service strategy that drives high automation rates, cuts customer wait times, and pushes CSAT scores to new heights. United became the first airline to deploy Amazon Connect Customer's patented Live Sync technology, a bidirectional multimodal experience that pairs guided voice with a real-time visual companion on a customer's mobile device, dynamically acting on their behalf. With a goal of up to 50% voice containment on IRROPs days, United is building toward an agentic AI future where autonomous agents fulfill customer needs end to end. However, when ...