American Airlines CEO Robert Isom expressed concern over Delta’s use of artificial intelligence to price airfare, implying that it constituted “bait and switch” and “trickery.” Isom says American Airlines will use AI in a way that will build customer trust, not tear it apart.
Shannon Doherty, an analyst at Deutsche Bank, asked, “One of your competitors was talking about using AI more for pricing. How do you think about that? And is that something that you’re considering or already experimenting with? Thanks.”
Isom replied:
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