United Airlines
Empowering Training and Self-Service Through Centralized Knowledge
With thousands of employees progressing through complex RAMP training programs, United Airlines needed a smarter way to deliver clear, consistent knowledge at scale.
Polly.Help gives our students the tools they need to solve problems independently and gives our instructors back valuable time. It's a major step forward in training, efficiency, and experience
Paul PickfordManager – Training Deployment, United Airlines
Where it started
What was in the way.
Frequent escalations, fragmented documentation, and limited update capabilities placed a heavy burden on instructors and slowed student progress.
Students in the RAMP training program struggled to find clear, accurate answers, leading to frequent escalations to instructors.
Instructors were overloaded with avoidable questions that could be solved through better knowledge guidance.
Knowledge was fragmented across systems, hard to update, and lacked consistent structure or ownership.
United needed a platform that could support fast content creation, 24/7 access, and self-service at scale.
What was built
One foundation, four decisions.
What it delivered
What changed for United Airlines.
The same foundation, in your own tenant. Read-only to start, nothing to migrate.
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Your stack, connected
You run one contact-center platform. Not eight.
So we do not ask you to replace it. Polly sits underneath the tools you already run and feeds every one of them the same validated answer.
Contact center you run one
Agent assist and self-service inside the platform your team already works in, all day, every day.
CRM and workplace
The same answer where the customer record and the conversation already live, so nobody has to switch tabs to be right.
Open by design
Whatever is next on your roadmap connects to exactly the same source, including the tools we have not met yet.
Polly
One validated source, maintained in one place, by the people who own the answer.
Maintained once. Validated once. Delivered everywhere.