1145 - 利用 IBM BAW 和 Gen AI 为美国联合航空公司旅客服务系统支持提供自动化洞察.pdf

1、IBM TechXchange 2025 conference Session 1145Session 1145Automation Insights for United Airlines Passenger Service System Support with IBM BAW&Gen AIIBM TechXchange|2025 IBM Corporation1#IBMTechXchangeSaika Pahari United Airlines,ManagerMike Fink United Airlines,Senior DeveloperShane Wareham United A

2、irlines,Principal DeveloperNaveen AnagantiUnited Airlines,Principal DeveloperExitsKnow where to exit in an emergency.For evacuation,use doors located _ and meet at _.Who needs assistance during an evacuation?Who is willing to assist?Safety briefing2FireKnow where the nearest fire extinguisher is loc

3、ated:_.CPR/AEDKnow where the nearest AED is located:_.Who is CPR certified and willing to assist in an emergency?Natural DisastersIn case of a natural disaster,move away from windows,take cover and protect yourself.TelephoneDial 911 in case of an emergency.Who will call 911?This address is _.Active

4、ShooterIn the event of an active shooter,assess your situation.Be prepared to run,hide or fight as a last resort.Wellness CheckMake sure youre able to make focused and safe decisions today.Agenda0102030405IBM Business AutomationHow We Installed IBM IBM BAW Proof of Concept Overview:What We Did Bring

5、ing It All Together&Whats NextOur Key Learnings and InsightsIBM TechXchange|2025 IBM CorporationBusiness Automation Workflow(BAW)1st Use caseAs United PSS analysts,we need an automated triage platform to manage and track IT support tickets across systems(Microsoft Outlook,Azure DevOps,ServiceNow).Th

6、is will help us:Reduce resolution timeEliminate manual processes,Free up time for analysts to focus on higher-value tasks and Improve overall productivity and team effectiveness.43Why?Taking this Journey GoalBy 2026,90%of all IT tickets should be automatically routed and tracked throughout end-to-en