How chatbots could have helped Delta Airlines during its computer outage

Delta Airlines experienced a major computer outage recently, one that caused canceled flights and massive delays. Many passengers were stranded in airports, and the company now has to look back and find the cause. Most of the work will involve a close look at the IT systems Delta is using and efforts to create better redundancy, but there's also the "soft" issue of dealing with passengers who need to be rebooked on a flight or at least reassured that everything is OK. That's where A.I., machine learning, and chatbots could help, says Dave O'Flanagan, the CEO of Boxever. His company, based in Dublin, with offices in the U.S. and elsewhere, makes a cloud platform that uses A.I.-assisted analytics and machine learning.