AI: The New Flight Attendant You Never Knew You Needed

Dr Mark van Rijmenam, CSP -

Airlines are increasingly turning to artificial intelligence to streamline operations and improve customer experiences. United Airlines' AI tool, ConnectionSaver, allows planes to wait for delayed passengers without impacting schedules.

Alaska Airlines uses AI to optimize flight routes, saving fuel and time, while American Airlines' Smart Gating reduces taxi times by directing planes to the nearest available gate.

AI also enhances customer service; United uses generative AI to send detailed delay explanations, and Alaska prioritizes customer emails more effectively. However, AI isn't foolproof, as seen when an Air Canada chatbot misinformed a passenger about bereavement fares.

As airlines continue to integrate AI, the technology promises significant benefits but also poses challenges and raises questions about the future role of human workers in aviation.

Read the full article on New York Times.

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