TechCrunch
How United Airlines uses AI to make flying the friendly skies a bit easier
When you board a United Airlines plane, the gate agents, flight attendants and others involved in making sure your plane leaves on time are in a chatroom coordinating a lot of the work that you, as a passenger, will hopefully never notice. When a flight is delayed, a message with an explanation will arrive by text and in the United app. Jason Birnbaum, who became United’s CIO in 2022, manages a team of over 1,500 employees and about 2,000 contractors who are responsible for all of the tech that makes this happen.
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