American Airlines manages large volumes of data from various sources, which it needs to quickly learn from and adapt to in order to achieve the airline’s objectives. Artificial intelligence (AI) plays a vital role in this process.
AI is not new to American Airlines. It helps the airline analyze data and create solutions that positively impact both customers and team members, ultimately enhancing their experiences. By leveraging insights from this data, American can better meet customers where they are, make data-driven decisions to simplify the customer journey, and reduce the time required to deliver results that benefit the business.
Importantly, AI technology is designed to strengthen human decision-making rather than replace it. The American approach to AI is grounded in strong governance, which ensures that technology and its outputs are used safely, securely, and responsibly.
You’ve likely heard about how Smart Gating utilizes machine learning to shorten taxi times, reduce ramp congestion, and help aircraft reach gates more quickly. However, AI is actively at work throughout the airline and has been for decades. Here are just a few examples of how AI is enhancing the experience for both customers and team members.
AI for customers
- For years, American has leveraged machine learning to help customers see rebooking options on aa.com and in the mobile app that meet their needs. This allows them to quickly make changes when their journey is disrupted.
- Building the right schedule through forecasting models that predict load factors and costs so the airline can better deliver for customers.
AI in the operation
- AI helps estimate the number of crew members needed to cover daily open flights. This allows team members flexibility while ensuring the airline runs a reliable operation for customers.
- Machine learning predicts block times (the time from departure at an origin airport to destination), which helps run a reliable and efficient operation. American is also studying baggage models to predict bag volumes better and help get customers and their bags on their way even faster.
What’s next?
Generative AI (Gen AI) offers numerous opportunities to enhance the customer experience. It can help customers find better self-service options online and within mobile applications and contribute to more efficient operations. American is adopting a centralized approach to managing Gen AI and establishing a governance framework that will provide a solid foundation for scaling this new technology.
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