Japan Airlines (JAL) is working with Accenture on a new service that applies artificial intelligence (AI) to answer passenger requests at the airline’s check-in counters. 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 starting today.
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.
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 pickup for connecting international flights, seat upgrade requests, and the location of an airport lounge at the destination.
JAL recognizes the combination of people and technology is key to generating innovation and they expect this service will be greatly welcomed by both passengers and employees.
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 — all designed to help JAL transform how customer service is delivered. The platform’s flexibility and agility are expected to help further accelerate JAL’s business growth.
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.
JAL will pilot this service in Narita airport and Haneda Airport until the end of March 2019 and evaluate the results to explore full implementation of the service at both airports.