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. Is there still space for carry-on bags? Did the caterer bring the missing orange juice? Is there a way to seat a family together?
When a flight is delayed, a message with an explanation will arrive by text and in the United app. Most of the time, that message is generated by AI. Meanwhile, in offices around the …