Japan Airlines (JAL) is working with Accenture on a new service that applies artificial intelligence (AI) to answer passenger requests at the airline’s check-in counters. The service assesses what check-in counter agents are saying to passengers and then pushes relevant information to the agents’ tablets in near real-time, which includes additional relevant information tailored to the individual’s journey. JAL and Accenture are piloting the AI-enhanced service at its international check-in counters at Narita Airport and Haneda Airport starting today. The service uses AI applications including voice recognition to identify and interpret statements made by the agents, so it can retrieve

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