When you step onto a United Airlines plane, a team of gate agents, flight attendants, and other professionals are seamlessly coordinating behind the scenes to ensure your flight departs on time. They handle tasks ranging from accommodating carry-on bags to ensuring families can sit together, all while utilizing a chatroom system to streamline communication.
In the event of a delay, United customers receive timely updates via text and the United app, often generated by AI. Simultaneously, dispatchers worldwide utilize real-time data to ensure compliance with FAA regulations for crew flight hours. Recently, United introduced an AI customer service chatbot to enhance the passenger experience.
As the Chief Information Officer at United since 2022, Jason Birnbaum oversees a large team responsible for the technological infrastructure supporting the airline’s operations. With over 1,500 employees and 2,000 contractors, Birnbaum leads the charge in implementing innovative tech solutions like AI-driven services to enhance customer satisfaction.
United is embracing the cloud revolution and has chosen AWS as its primary cloud provider to optimize cost and reliability. Developing automation and DevOps practices while prioritizing developer productivity is a key focus for the airline. Moving legacy systems to the cloud is an ongoing process, with a commitment to ensuring operational resilience throughout the transition.
While United explores innovative AI applications, such as personalized flight delay notifications and optimizing crew communications, the airline remains dedicated to enhancing the passenger experience through efficient and reliable operations. AI-driven advancements aim to streamline processes and improve customer service across various touchpoints.
Looking ahead, United envisions leveraging AI in innovative ways, such as enhancing pilot announcements and simplifying complex technical documents. By incorporating AI technologies strategically, United aims to elevate customer satisfaction and streamline operations, all while retaining the human touch that defines the airline industry.
