JapanTravel and aviation2025 – ongoingJapan Airlines
Airport JAL-AI knowledge support
JAL rolled out its airport assistant to 56 airports after staff feedback shaped the interface
Problem
Ground staff spent time searching extensive manuals. Staffing shortages made reliance on individual experience harder to sustain.
Approach
Accenture built Airport JAL-AI for dangerous-goods and lounge-rule searches, plus disruption announcements. Trials at Narita and Haneda led to selectable inputs and supporting-document citations. Accenture later worked with Avanade, and JAL expanded nationwide in April 2025.
Results
Takeaway
Staff initially resisted the interface. Selectable inputs and visible references addressed concerns raised during trials.
Categories
- Size
- Large enterprise
- Industry
- Travel and aviation
- Business function
- Customer serviceInternal work and knowledge management
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
Accenture described the trials and nationwide rollout. It reported survey responses indicating faster work for dangerous-goods enquiries and announcement preparation.
Full details are in the original sources.
