United Airlines utilizing AI to improve flight operations, passenger experience
United Airlines is leveraging artificial intelligence (AI) to enhance its operations and passenger experience. The airline's staff, including gate agents and flight attendants, use a chatroom to manage various flight aspects such as luggage space and seating arrangements. In case of a delay, passengers are promptly informed via text or the United app, with most notifications generated by AI.
Jason Birnbaum spearheads AI implementation at UA
Jason Birnbaum, United's Chief Information Officer (CIO) since 2022, oversees the implementation of AI technology. He leads a team responsible for integrating this technology into the airline's operations. Birnbaum emphasizes the importance of reliability in the airline industry, stating that even a minor 15-minute disruption can make headlines. Prior to joining United, he held various positions at GE for 16 years, including CIO of GE Consumer and Industrial.
Projects and digital transformation strategy
Since Birnbaum's arrival at United in 2015, the airline has embarked on several innovative projects such as ConnectionSaver, a pioneering AI/ML-based service. As part of its digital transformation strategy, United is transitioning services to the cloud. The company has chosen AWS as its preferred cloud provider, and is focusing on optimizing cloud usage for cost-effectiveness and reliability. This includes enhancing developer productivity and integrating automation and DevOps practices.
Balancing cloud transition with legacy systems
Due to the shift to the cloud, United has transitioned and deactivated numerous legacy systems, and the process is still ongoing. The company is cautious when transitioning these systems to prevent any disruptions or self-inflicted issues. Later this year, United plans to decommission a large Unisys-based system but will retain some on-premises systems for performance, security, or privacy reasons due to their proven reliability.
AI application expands to customer service
United's application of AI extends beyond operational efficiency. The company recently introduced an AI customer service chatbot on its website. Birnbaum acknowledges that while the system may still be in its early stages, it represents just the beginning. He also revealed plans for a tool called "Get Me Close" that United intends to launch later this year, allowing passengers to switch to a nearby airport in case of delays.
AI technology for pilot briefings
The airline is also investigating the use of generative AI technology for pilot briefings before takeoff. Birnbaum disclosed that a pilot suggested using AI to generate announcements, particularly for introverted pilots who may find public speaking challenging. However, he stressed that any AI involvement with pilots and flying planes, would be heavily structured and regulated due to safety concerns.
