#Japan #Tokyo #JAL Card #Gen-AX #X-Ghost

Japan Airlines Enhances Customer Experience with X-Ghost AI

On April 15, 2026, Japan Airlines (JAL), JAL Card, and Gen-AX announced the implementation of an autonomous AI operator named 'X-Ghost' at JAL Card's contact center. The deployment comes after a successful validation phase, where the AI demonstrated an impressive accuracy rate of over 90% in resolving customer inquiries. This innovative solution aims to enhance customer experiences while streamlining operational efficiency.

Background of X-Ghost Implementation

As part of its 2035 management vision, JAL has prioritized improving employee experience (EX). By integrating AI as a partner, JAL seeks to create a more rewarding work environment, allowing staff to focus on tasks that create distinctive value for customers, thereby improving customer experience value (CX) as well.

In recent years, the contact center at JAL Card has faced challenges due to a surge in diverse and complex inquiries regarding card usage. The increased call volume heightened the workload on operators, leading to inefficiencies. Traditional Interactive Voice Response (IVR) systems often delayed customers in reaching the correct department, causing unnecessary call transfers. Thus, a solution was needed to ensure a balance between improved customer service and operational efficiency.

To address these issues, JAL adopted 'X-Ghost,' an interactive autonomous AI operator capable of accurate listening and routing to minimize incorrect call engagements.

Features of X-Ghost

Utilizing Speech-to-Speech models, 'X-Ghost' tackles issues related to information deficits and latency that often plague conventional systems, thereby allowing for smooth, natural conversations. The AI ensures safety through monitoring capabilities that assess risks and prevent inappropriate responses. It also features integration with internal APIs, bridging the AI with the organization's systems and databases for enhanced information retrieval and updates.

Before the full-scale launch at JAL Card, the validation testing garnered remarkable results, including:

• - An AI resolution accuracy rate exceeding 90%
• - Successful communicator connection rate of over 90%
• - Compliance rate meeting established standards

These achievements led to a phased implementation in some lines.

Impact of X-Ghost Implementation

Through optimal role distribution between AI and human agents, JAL aims for ongoing quality enhancement:

• - Effective primary routing helps reduce misdirected calls.
• - 'X-Ghost' provides smoother interactions compared to the previous menu-driven IVR, improving customer experiences.
• - Human resources can now be allocated to more complex inquiries, as the autonomous AI handles less intricate queries.

The JAL group is committed to creating new value through digital connectivity, striving to provide a consistent customer experience across all scenarios and services. Gen-AX, recognized for its high-precision AI technology and stable operational support, is not just a vendor but a partner guiding JAL through continuous improvements and advancements in their systems.

About Gen-AX

Company Name: Gen-AX Inc.
Location: 1-7-1 Kaigan, Minato-ku, Tokyo, Japan
Business Focus: SaaS solutions utilizing Generative AI and specialized consulting services
CEO: Shinichiro Isago
Shareholder: SoftBank Group Corp., 100%
Official Website: gen-ax.co.jp
Official Note: note.com/gen_ax

In summary, the integration of 'X-Ghost' marks a significant step forward in JAL's commitment to enhancing customer service while utilizing cutting-edge technology to ease operator workload, reflecting a strategic blend of innovation and customer-focused service.