Edward Pauls, a Digital Adoption and Innovation Expert at SWISS International Airlines, spearheads the Generative AI initiative. He creates the strategic roadmap and sets up the infrastructure for Generative AI within the airline. He orchestrates the adoption of conversational AI chatbots across all business units, significantly enhancing efficiency and customer interaction. By applying Generative AI, he streamlines processes and revolutionizes travel inspiration through innovative platforms like Heidi (https://Heidi.swiss.com). Passionate about discovering new, innovative applications of Generative AI within the aviation industry, he brings seven years of experience in deploying digital tools across various industries, thriving on questioning established processes and implementing cutting-edge technologies for continuous improvement.