Japan Airlines Offers Advice to Baby-accompanying Passengers by ‘Watson’
December 7，2016
Japanese website Response reported Japan Airlines (JAL), in collaboration with IBM Japan, will start JAL virtual assistance service ‘Manaka-chan’ exclusively to tour-planning customers to Hawaii with bringing their babies.
‘Manaka-chan’ can answer to inquiries such as what services are available to babies at airports, other amenities inside JAL cabin or where to get baby food in Hawaii. JAL had offered the same kind of inquiry-answering services through its call center or website. But this new service can be available around the clock via internet using PCs and smart phone. The service is available for the period of 5 December 2016 to 10 January 2017.
‘Manaka-chan’ is an application of IBM Watson artificial intelligence that learns vast amount of information to get optimum answers. Using the past data of the call center as well as JAL’s own backup records, JAL and IBM Japan gathered possible questions from their 10,000 employees to promote the AI’s learning. Further, chatting with live customers would enhance its accuracy to answer.
JAL plans to use IBM Watson in other interfaces with its customers to get higher customer satisfaction.
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