Anthony R. O’Donnell // March 28, 2025 
(Image source: Cognizant insurance practice website.)
In the spring following the public launch of ChatGPT, I found myself at a table with software company executives and journalists discussing AI’s potentially sinister potential. Then some wag at the table said, “Since we’re all entertaining the prospect of AI taking over the world and enslaving humans, would it be too much to expect that the technology could at least improve customer service when you call up an airline?”
I haven’t called an airline for a while, but the sudden prominence of what’s being