The airline is working with Accenture to implement a new service that uses artificial intelligence to answer passenger requests at check-in counters
Japan Airlines (JAL) is working with professional services firm Accenture on a new service that applies artificial intelligence (AI) to answer passenger requests to speed up the check-in process at airports.
The service assesses what check-in counter agents are saying to passengers and then pushes relevant information to the agents’ tablets in near real-time, which includes additional relevant information tailored to the individual’s journey.
JAL and Accenture are piloting the AI-enhanced service at its international check-in counters at Narita Airport and Haneda Airport until the end of March. JAL will evaluate the results to explore full implementation of the service at both airports.
The service uses AI applications including voice recognition to identify and interpret statements made by the agents, so it can retrieve data from JAL’s knowledge database or website and proactively answer passenger queries.
For passengers, the service is designed to speed up the check-in process and also make the time they spend at the airport less stressful. This supports the airline’s goal to create new value for customers and remain one step ahead of its competitors.
The pilot runs on an AI platform that combines various AI engines, business processes, and data sources as a hub to generate and continuously improve responses
For employees, the service will offer a seamless check-in process that previously involved a variety of operating systems and printed documents to answer inquiries like baggage pick-up for connecting international flights, seat upgrade requests, and the location of an airport lounge at the destination.
The pilot runs on an AI platform that combines various AI engines, business processes, and data sources as a hub to generate and continuously improve responses, designed to help JAL transform how customer service is delivered.
To create the platform, Accenture drew on AI capabilities from Accenture Applied Intelligence as well as agile project development methods and airline expertise from Accenture’s Travel consulting group.
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