When you board a United Airlines plane, the gate agents, flight attendants, and others involved in ensuring your plane departs on time are in a chatroom coordinating many tasks that passengers are generally unaware of. Questions like, “Is there still space for carry-on bags?“, “Did the caterer bring the missing orange juice?“, and “Is there a way to seat a family together?” are handled in real-time.
When a flight is delayed, passengers receive a notification via text and the United app, often generated by AI. Meanwhile, dispatchers utilize real-time data to ensure that the crew complies with FAA regulations. Recently, United introduced its AI customer service chatbot.
Jason Birnbaum, United’s CIO since 2022, oversees over 1,500 employees and 2,000 contractors who manage the technology facilitating these operations.
Birnbaum, previously with GE for 16 years, joined United in 2015, initially overseeing digital technology projects like ConnectionSaver, an AI/ML service that holds flights for passengers with tight connections.
A significant topic for Birnbaum is AI utilization. However, the conversation also touched on United’s ongoing transition to cloud services, particularly focusing on cloud optimization to enhance cost efficiency and reliability. United has chosen AWS as its primary cloud provider.
United continues to rely on numerous legacy systems, ensuring careful integration to prevent operational disruptions. Some systems are scheduled to be phased out, while others will remain on-premises for optimal performance and security.
In terms of AI applications, United leverages AI for various customer and employee interactions. For instance, AI-generated notifications explain flight delays. A recent initiative saw the migration of United’s customer service chat on United.com to an AI-driven system.
Another innovative use of AI discussed involves assisting pilots with public announcements and summarizing complex documents, emphasizing the potential for enhancing customer interactions without compromising the ability to personalize announcements.
United plans to launch “Get Me Close”, an AI tool to assist passengers with alternative travel arrangements during delays, exemplifying AI’s potential to streamline customer service interactions.
