United Airlines: AI, APIs, and Standardization at Scale

How United standardizes APIs, operationalizes AI, and runs a hybrid AWS + mainframe stack with Kong to deliver secure, millisecond customer experiences.

United Airlines’ Enterprise Architecture leader details how the airline standardizes APIs, operationalizes AI, and scales a hybrid AWS + mainframe stack with Kong to deliver millisecond customer experiences—without compromising security.

What you’ll learn:

• Scale: 5K flights/day, 2,200 apps, ~5,000 APIs, 1.44B+ mission-critical API transactions/day
• Why Kong is the enterprise standard: from seconds to milliseconds for airport label printing
• AI strategy: customer experience, technology (SDLC.AI, 10–15% efficiency), and operations
• Use cases: agent assist, voice AI (containment targets 1–2% → 7–8%), personalization
• Governance: engineering templates, catalogs, champions, responsible AI framework
• Architecture: AWS, serverless, hybrid + mainframe; performance, reliability, security