All Nippon Airways Launches Inter-Airport Remote Passenger Support Via Telepresence Robots

TOKYO, Sept 6 (Bernama-Kyodo) -- All Nippon Airways Co. has begun rolling out telepresence robots enabling skilled staff based at western Japan's gateway Kansai International Airport to remotely guide passengers at other regional airports through check-in procedures and handle other inquiries, amid growing demand from inbound tourists, Kyodo News reported.

The remote passenger assistance service will allow the airline to better utilise employees skilled in interacting with international travellers to assist, as well as shorten customer wait times even when on-site staffing is limited between flights or during off-peak hours at the regional airports.

Two of the Newme robots, developed by Avatarin Inc., a spin-off venture company of ANA Holdings Inc., have been installed at Hiroshima Airport. Up to two each will also be deployed at Komatsu, Nagasaki, Tottori and Tsushima airports by the end of October, the airline said.

Inquiries submitted through the robots are handled centrally by a designated team at Kansai Airport, a major international hub serving Osaka, Kyoto and other areas in western Japan.

During a demonstration to the press at Hiroshima Airport in late August, a person playing the role of a passenger pressed a button on the robot to start a conversation with a Kansai airport staff member, who then guided where to find check-in kiosks and directions to restaurants within the airport.

Maiko Imada, head of the passenger services department at ANA's operation support centre, said, "We are also exploring the possibility of having staff working from home to provide remote assistance in the future."

-- BERNAMA-KYODO