Gander is using AI to automate customer service for airlines. 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.
Airline’s are sitting on the biggest customer service problem in the world taking into account complexity, volume, and regulation. In fact, global airlines spend nearly $80 Billion Dollars on customer service every year. 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, Southwest’s Christmas Meltdown, or during March 2020 knows this problem deeply. Airline’s can have their claims and support volume increase 100X overnight.
Regulation: Every country has their own passenger rights laws for what passenger’s are entitled to. 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
Gander Forms: Helps Airlines Process Compensation & Reimbursement Claims
Gander Voice: Proactive Voice Agent to Change/Move Flights
We want to bring LLMs to the 1T airline industry. Industry incumbents take multiple-years to catch up to new technologies - we want to beat them to it. 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. Here are some examples of expansions for a flight for a delayed flight from New York to London:
We are launching with our first airline customer in the next 6 weeks and have a robust pipeline of airlines that together fly 100M+ passengers to service afterwards