How United Airlines Uses AI and Cloud Optimization to Enhance Operations
Introduction:
United Airlines relies on technology and AI to streamline its operations and ensure a smooth travel experience for passengers. With a team of over 1,500 employees and 2,000 contractors, United’s Chief Information Officer (CIO), Jason Birnbaum, oversees the implementation of various tech solutions within the company.
Cloud Optimization and Reliability:
United is in the process of moving services to the cloud, specifically using Amazon Web Services (AWS) as its preferred provider. Like many companies, United aims to optimize its cloud usage for cost and reliability. Birnbaum emphasizes the importance of maintaining reliability while transitioning from legacy systems to the cloud to avoid disruptions.
AI Implementation:
United has already made significant investments in AI capabilities. While AI has been a part of their operations for some time, it became a boardroom discussion when generative AI models like ChatGPT gained attention. The CEO and board showed interest in leveraging AI and its potential applications in the travel industry.
Enhancing Passenger Experience:
United uses AI to improve the passenger experience by providing more information during flight delays. Instead of receiving generic notifications, passengers now receive detailed explanations for delays through the United app. These explanations are mostly generated by AI using real-time data from various sources. United also plans to use generative AI to summarize flight information for its operations teams.
AI in Pilot Announcements:
United explores the use of generative AI in pilot announcements. While some pilots excel at providing engaging announcements, others may struggle. An AI engine could help generate personalized and informative announcements, enhancing the passenger experience. Additionally, generative AI may assist pilots in summarizing complex technical documents.
Future Plans:
United aims to continue optimizing its cloud infrastructure and explore further applications of AI. The airline acknowledges that it may continue to have on-prem systems depending on factors such as performance, privacy, and security requirements. United emphasizes the importance of interconnecting systems and getting applications to communicate seamlessly to ensure smooth operations.
Conclusion:
United Airlines demonstrates a commitment to leveraging AI and cloud optimization to enhance its operations and improve the passenger experience. By investing in AI capabilities and transitioning to the cloud, the airline can provide real-time updates during delays, improve pilot interactions, and streamline its operations. As technology continues to advance, United remains at the forefront of innovation in the travel industry.