Japan Airlines trialling check-in AIs


Japan Airlines (JAL) is working with Accenture on an artificial intelligence (AI) solution that is currently on trial at Narita and Haneda airports.

The service uses AI applications, including voice recognition, to identify and interpret statements made by the passengers and agents. It then retrieves information from JAL’s database or website to proactively answer passenger queries.

The service was designed to speed up the check-in process and make time spent in the airport less stressful by answering enquiries about baggage pick-up for international flights, seat upgrade requests and locations within the airport.

JAL and Accenture will pilot the service until the end of March and evaluate the results to explore full implementation at both airports.



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