Japan Airlines and Accenture to test artificial intelligence-based airport customer service. Credit: Business Wire.

Japan Airlines (JAL) has partnered with tech firm Accenture to introduce an artificial intelligence (AI) service for answering travellers’ queries at the airline’s check-in counters.

The companies will start testing the AI-powered service at international check-in counters at Narita Airport and Haneda Airport in Japan from 12 March.

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After evaluating the conversation between the check-in counter agents and passengers, the service sends relevant information to the agents’ tablets in near real-time.

“The service is expected to help accelerate the check-in process for passengers, while making the time they spend at the airport less stressful.”

Using voice recognition, the service recognises and understands the agents’ statements and then recovers data from JAL’s knowledge database or website and answers travellers’ queries.

The service is expected to help accelerate the check-in process for passengers, while making the time they spend at the airport less stressful.

For employees, it will provide a hassle-free check-in process, which earlier included various operating systems and printed documents to answer inquiries such as baggage pickup for connecting international flights, seat upgrade requests, and the location of an airport lounge at the destination.

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To develop the platform, Accenture used AI capabilities from Accenture Applied Intelligence, along with agile project development methods and airline expertise from Accenture’s Travel consulting group.

The technology will be tested at Narita airport and Haneda Airport until the end of March. After evaluating the outcomes, the partners will fully deploy the service at both airports.

Established in 1951, Japan Airlines currently operates flights to 349 airports in 52 countries and regions with a fleet of 233 airplanes.