The story behind the development of JAL's customer service robot "JET" that can also be operated remotely from home

At Haneda Airport's Terminal 1, a new staff member is guiding customers. The robot is called "JET." At a time when communication with ground staff is a cause for concern due to the COVID-19 pandemic, JET, which is remotely operated by ground staff to provide guidance, is likely to provide a safe and high-quality service.

However, development of JET began in 2018, before the coronavirus pandemic. JET was introduced as part of JAL's work style reforms. Mai Ochiiwa of the Digital Innovation Promotion Department, who has been involved in the project from the beginning, looks back on the project as follows:

Using robots to reform the way ground staff work

Ochiiwa: "We started looking into whether we could use avatar robots to reform our operations. If JAL were to completely adopt AI robots, the quality of our hospitality would decline. That's why we adopted this solution that combines technology and human resources."

Kamchaipai Kunrawitch from the Airport Planning Department continued:

Kamchaipai: "Depending on the life stage, some staff members will have to stay at home to raise their children. In some cases, they may have no choice but to leave the company. We wanted these staff members to be able to continue using their knowledge and experience at work through the robot. We wanted them to continue to have contact with society."

Being invisible to customers...the challenge faced by the first JET

Thus began the project, and the JET currently working there is actually the second generation. The first generation used a ready-made robot of the same model as the "Moke" robot used at Haneda Airport Building in 2019, and began demonstration testing at airports around the country. However, several hurdles awaited.

Kamchaipai: "The first model was 80cm tall, and at crowded airports, it was sometimes impossible for passengers to see it. We also found that the onboard camera made it difficult to see the screen of the automatic check-in machine. There were also issues with operation, and because we used VR goggles, the staff operating it got motion sickness from the shaking of the screen, and some of them even had to take motion sickness medication... Also, at the time it was not very stable in a straight line, and would often move diagonally."

The second generation of JAL's original model, with dramatically improved design and performance

In response to these problems found in the demonstration experiment, the second generation was designed to be completely original for JAL. It is 110cm tall, about 30cm taller, and is both cute and reliable. Its performance has also improved dramatically.

Ochiiwa: "The left eye of the Jet is a high-definition full HD main camera. In addition, four cameras are installed on the front, back, left and right of the main body, which constantly display the area around the main body, the equivalent of two airport tiles, in the same way as an around-view monitor in a car, to prevent it from bumping into passengers. Furthermore, we can check which direction the Jet's head is facing and whether it is facing the passenger, and the camera on the chest can take still images, so we have devised a system that allows us to accurately check information such as the face of the boarding pass."

It uses special tires called Mecanum Rovers to move, allowing it to move in any direction. Its straight-line stability has also been improved significantly from the original.

Ochiiwa: "Another feature we added was the announcement function. In addition to nine standard phrases that can be used in unrestricted areas such as check-in counters and in restricted areas after security checks, we also added a recording function that allows you to record and play back what you want on the spot."

The bottom of the device is equipped with two large speakers that resemble the intakes of a jet engine. The second-generation JET has undergone great evolution, but this is not the end.

Kamchaipai: "Development is handled by a company called Indy Associates, and we are currently working closely with JAL to develop JET. We provide feedback on the software and on various issues that arise during operation, and we continue to update it daily."

JET, which can provide worry-free service even during the COVID-19 pandemic, will soon be available nationwide

"When we first started developing the service, we had no idea it would be used during the COVID-19 pandemic," says Yasuharu Onishi of the Airport Planning Department. Now that customers are expressing concerns about interacting directly with staff, JET has great potential to provide safety and security.

Onishi: "At Haneda Airport, new self-service baggage check-in machines have been installed, so ground staff are increasingly coming out to serve customers in the lobby. We believe that by having JET serve customers in the lobby, it will help provide peace of mind to customers."

Given this situation, we will be increasing the number of JETs deployed, which currently consists of one unit.

Onishi: "As the ultimate in contactless service, the speed at which we've introduced JET has increased dramatically. And the change in customer awareness has been remarkable. It is said that Japanese people are reluctant to communicate with robots, as they feel embarrassed about it. However, with society changing in such a way that contactless services are more desirable, I get the impression that the hurdle for customers to accept JET has been lowered a little."

We will begin deploying these devices not only at Haneda Airport, but also at airports across the country.

Kamchaipai: "Once we've reached a level where we can operate it, we would like to begin mass production. If there is only one unit, it may end up being just a unique character for customers. If we increase the number of units, it will become the norm for JETs to carry out their work, and customers will be able to receive service without feeling strange. We want to create a world where we can provide accurate, high-quality service while cultivating familiarity."

Becoming a presence that is desired by both JAL and its customers

JAL's goal with the introduction of JET is to provide customers with a high-quality service with peace of mind, and to create an environment where ground staff can choose from a variety of work styles. The first generation required extensive piloting equipment, but with the second generation, all you need is a PC with an internet connection, a headset, and a gamepad, and you can guide customers through JET no matter where you are in the world.

Ochiiwa: "I used to work as a ground staff member. Working on-site is the norm, so I never dreamed of working from home. This should motivate ground staff to work. It will lead to the state-of-the-art airport model that we call JAL SMART AIRPORT, and it will also help prepare for the risk of events like the coronavirus. We are developing this with a sense of great potential. I would be happy if working through robots becomes established in society and becomes the norm."

The development team is coming up with various ideas to provide a better service.

Onishi: "I actually named JET, and I've been strict with it. We've overcome many hurdles to get to where we are today, but I still feel there's a lot we can improve. For example, I'd like to eventually make it possible to operate it from smartphones and tablets. I want to further improve its functions and make improvements to satisfy our customers."

JET is one of the ideal robots unique to JAL.

Not only JAL, but many other companies are now introducing robots. As an airline that provides comfortable air travel, JAL believes it is necessary to have a clear vision for what robots should look like.

Kamchaipai: "While various companies are conducting demonstration experiments with avatars and AI robots, we want JAL's robots to utilize our strength in human service. We have high hopes for JET, which we see as a presence that supports the new style of travel that we are advocating. I look forward to seeing JET become the 'new normal'."

Robots will be guiding customers around as a matter of course. This is no longer a dream, but awaits us in the near future. If you see a JET at the airport, please feel free to say hello. We are sure that the robots will be able to assist customers with the same level of precision as ground staff.

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