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When you board a United Airlines plane, there's a lot of behind-the-scenes coordination happening to ensure your flight departs smoothly, often unseen by passengers. This includes space checks for carry-on bags, service updates like missing items, and seating adjustments, all managed through a real-time chatroom involving gate agents and flight attendants. If a flight is delayed, passengers receive automated updates via text and the United app, mostly generated by AI. Globally, dispatchers monitor these updates to ensure crew compliance with FAA regulations, preventing any legal issues with flight schedules. Recently, United also introduced an AI-driven customer service chatbot to enhance their service efficiency. Jason Birnbaum, United’s CIO, is at the helm of these technological integrations, overseeing a significant team that develops and manages the technologies that support airline operations, emphasizing the shift from legacy systems to more AI and cloud-based solutions.

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