Edward Pauls

Digital Adoption & Innovation Expert Swiss Airlines

Edward Pauls is a Digital Adoption and Innovation Expert leading the Generative AI initiative at SWISS International Airlines. In this role, he is pioneering the integration of conversational AI chatbots across all business units, driving significant improvements in both efficiency and customer interactions.

Edward is actively applying Generative AI to streamline internal processes and inspire travel through creative platforms, including the innovative Heidi platform (Heidi.swiss.com).

With a deep passion for uncovering new and transformative applications within the aviation sector, Edward is committed to pushing the boundaries of what's possible in the industry. With over seven years of experience deploying digital tools across various sectors, Edward thrives on challenging established processes and implementing advanced technologies to foster continuous improvement.