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

Introduction of 'X-Ghost' AI Operator

On April 15, 2026, Japan Airlines (JAL) and JAL Card, in collaboration with Gen-AX, introduced a groundbreaking autonomous AI operator named 'X-Ghost' at the JAL Card contact center. This initiative aims to enhance both customer experience and operational efficiency. During pre-launch testing, the AI demonstrated a remarkable accuracy rate exceeding 90%, ensuring its readiness for full-scale implementation.

Background for Implementing 'X-Ghost'

As part of the JAL Group Management Vision 2035, which emphasizes improving employee experience (EX), JAL is committed to leveraging AI technology to create a more fulfilling work environment. By automating various processes, the company aims to free up employee time, allowing them to focus on value-adding tasks that enhance customer experience (CX).

Recently, the JAL Card contact center faced challenges due to the increasing complexity and diversity of inquiries regarding card usage. This surge in query volume put a strain on operators, highlighting the need for improved operational efficiency. Traditional Interactive Voice Response (IVR) systems often resulted in long wait times and unnecessary transfers, amplifying the need for a more streamlined experience for customers. To address these challenges, JAL decided to introduce the conversational AI operator 'X-Ghost,' which ensures accurate inquiries are directed without unnecessary complications.

Features of 'X-Ghost'

The 'X-Ghost' operates using a cutting-edge Speech-to-Speech model that processes voice inputs directly, eliminating the need for text conversion. This technology minimizes information loss and latency while facilitating natural conversations that mimic human interactions. Additionally, the system includes risk assessment through monitoring AI and safeguards against delivering inappropriate responses.

In terms of internal communication, 'X-Ghost' is capable of integrating with various internal APIs, allowing seamless access to databases and systems for real-time information referencing and updating. Prior to its comprehensive application, 'X-Ghost' underwent rigorous testing, achieving:

• - An accuracy rate surpassing 90% for AI-driven responses
• - A successful connection rate to human communicators above 90%
• - Compliance with necessary standards, meeting all required benchmarks

Impacts of 'X-Ghost's Implementation'

With this new AI technology, JAL aims to define optimal roles between human agents and AI operators, enabling continuous quality improvement. Some expected outcomes include:

• - Preventing misrouted calls through precise initial inquiries
• - Replacing traditional IVR systems with a more conversational approach, enhancing customer experience
• - Allowing AI operators to handle routine inquiries while leveraging human resources for more complex issues

The JAL Group is poised to connect the digital world and create new value, aiming to provide a consistent customer experience across all services and interactions. Gen-AX, recognized for its precision in AI technology and robust system foundations, will play a vital role in ongoing operational improvements beyond mere tool implementation, driving innovation into the future.