Abhi Gummakonda

United Airlines has built an integrated real time operations platform that unifies frontline workers command center teams and automated AI agents around a single operational picture. The in house system consolidates IoT signals, event data, computer vision and predictive analytics to help teams make faster and more accurate decisions. This session explores how United designed deployed and scaled this capability across airports to improve workforce alignment reduce delays strengthen customer communication and enable a new level of operational orchestration that manufacturing leaders can learn from.

• Deliver real time operational visibility through a single pane of glass by integrating IoT and operational systems for every persona from gate agents to command center leaders

• Use predictive intelligence to anticipate delays and trigger coordinated action across customer channels ramp teams crew scheduling and downstream operations

• Automate customer and workforce communication with GenAI to reduce manual effort improve message quality and ensure consistent updates across mobile apps displays and operational teams

• Enable cross functional collaboration with AI supported workflows that help frontline teams baggage catering cleaning gate agents and corporate operations coordinate in real time

• Scale adoption through a structured frontline first change management model that engages super users trains local champions rolls out by airport and maintains continuous feedback loops