1. United Airlines uses AI technology to coordinate flight operations, provide updates through text messages and its app, and enhance customer service.
2. The company’s CIO, Jason Birnbaum, oversees a large team responsible for implementing technology that optimizes cloud usage, enhances reliability, and streamlines operations.
3. United is exploring various uses for AI, including generating in-flight announcements for pilots and summarizing complex technical documents, to improve customer satisfaction and operational efficiency.
When you board a United Airlines flight, behind the scenes, gate agents, flight attendants, and other employees are coordinating through a chatroom to ensure a smooth departure process, dealing with issues like seating arrangements, missing items, and luggage capacity. In times of delay, AI-generated messages provide explanations, while dispatchers monitor real-time data to comply with regulations. Jason Birnbaum, United’s CIO, oversees the team responsible for the technology that enables these operations.
Moving from GE to United, Birnbaum has been instrumental in launching innovative projects like ConnectionSaver, an AI-driven service that holds flights for passengers with tight connections. The airline is transitioning services to the cloud, focusing on cost optimization and reliability while embracing automation and DevOps practices. Despite the move, United maintains some legacy systems for operational stability.
While AI plays a crucial role in streamlining operations, United is also exploring new ways to leverage artificial intelligence. By using generative AI to communicate with customers and automate flight delay and summary notifications, the airline is enhancing user experiences and operational efficiency. Future plans involve utilizing AI for pilot briefings and other communications to improve customer satisfaction.
United’s cloud optimization strategy, coupled with its commitment to enhancing customer experiences, positions the airline as a leader in innovation within the travel industry. Despite ongoing challenges and the need for operational reliability, United’s forward-thinking approach promises exciting advancements in AI technology for the airline and its passengers.