How United Airlines leverages AI to enhance the passenger experience

When passengers board a United Airlines plane, behind the scenes, gate agents, flight attendants, and staff are using AI to coordinate various tasks to ensure a smooth and seamless flying experience. From managing carry-on bag space to seating families together, AI plays a crucial role in the airline's operations.

United also utilizes AI to send real-time updates and explanations to passengers in the event of delays, as well as to ensure compliance with FAA regulations. Recently, the airline launched an AI customer service chatbot to further improve the passenger experience.

United's CIO, Jason Birnbaum, oversees a large team responsible for implementing and managing the technology that powers these AI-driven initiatives.

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