Delta: Ed Bastian Rejects AI for Key Speech

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Key Takeaways

1Ed Bastian, CEO of Delta, tested AI to write a speech but found it lacking in human warmth.

2During a ceremony at Emory University, he preferred to rewrite his speech by hand, emphasizing the importance of the human voice.

3Delta uses AI to enhance the customer experience, but without replacing its staff.

💡Why it matters — This decision highlights the current limitations of AI in contexts that require a personal and emotional touch.

Ed Bastian and AI: A Disappointing Experience

Ed Bastian, the CEO of Delta, recently shared a personal experience that highlights the limitations of artificial intelligence in contexts requiring a human touch. Curious to see how AI would draft a graduation speech, Bastian asked an AI to produce the text for his address. Although the text was generated quickly, he felt it lacked "warmth" and "soul."

The Human Voice Above All

On May 11, during a graduation ceremony at Emory University, Bastian emphasized the importance of an authentic voice, telling students that they wanted to hear his personal speech, not that of an algorithm. After rejecting the AI-generated text, he chose to write his speech by hand, a gesture that was met with applause from the audience. This decision is part of a broader debate about the use of AI in tasks that require a human dimension.

AI in the Business World

In the business world, AI is often seen as a tool to save time and improve efficiency. Boris Cherny, a principal engineer at Anthropic and creator of Claude Code, stated that he runs "a few thousand" agents each night to perform analytical tasks. Additionally, Nvidia CEO Jensen Huang mentioned that he closely monitors the use of AI by his highly paid engineers. However, Bastian points out that certain tasks, like his speech, require a more personal approach.

Delta's Approach to AI

Delta Airlines also utilizes AI technologies, but primarily to enhance the travel experience. The tools developed by the company include applications to assist with luggage preparation and to notify travelers of their passport's impending expiration. The goal is to improve service without replacing human employees.

A Lesson on Authenticity

Bastian's anecdote during the graduation ceremony illustrates an important point: speed and efficiency should not always take precedence over authenticity and humanity. He took this opportunity to emphasize that while shortcuts may be tempting, they do not always lead to sustainable or satisfying results. He stated, "Often, doing what is right comes at a cost. I must admit that taking a shortcut or hitting the 'easy button' can sometimes be more tempting. But it never produces a lasting result or an effective solution." Ultimately, authenticity and thoughtful decision-making are essential, even if they require more effort.

Delta has chosen not to comment further on this story.