... Quite possibly. I don't know how UAL has Kana setup, but it can detect keywords and offer an automated response. So maybe that's a new term - when we see these seemingly nonsensical replies, you got kana'd!

(The tracking header in a reply's subject line, KMM-####### is a giveaway that they're using Kana ...)

Edit: see the data sheet here.

http://www.kana.com/customer-service...e-classify.pdf

What I don't know is whether UAL is using the 'confidence score' to automatically deliver a reply. I think we're all making a pretty big assumption that a human being is involved in reading all of the emails; I suspect some percentage is handled without any interaction at all.

Just my personal thoughts; I truly have nothing to go on, other than a cursory knowledge of this software's capabilities.