The airline All Nippon Airways (ANA), together with PLAYERS, a pro bono co-creation team, announced about testing its chatbot “&HAND” (AND HAND) on 5-6 September 2019. The testing is held at the arrival hall of Tokyo’s Haneda airport, on the first floor of terminal two.
The “&HAND” chatbot uses LINE messaging app to connect people who need assistance with staff, aiming to create a “friendly airport” with easy-going atmosphere.
As Japan is preparing to welcome guests from around the world during the Tokyo Olympic and Paralympic Games in 2020, and at World Expo 2025 in Osaka, businesses and communities have been working together to create “&HAND” project with a vision of “kind deeds, kind society”.
By installing “&HAND” chatbot at Haneda airport, ANA and PLAYERS aim to enhance ease-of-use of airport services by providing a “universal service” for stress-free air travel.
Travelers with queries such as “need directions to transfer to a train or a bus” or “need assistance with luggage” can contact ANA staff for support by using chatbot service.
The chatbot testing results are intended to help PLAYERS to further improve services of high social value, and help ANA to assess the needs of travelers so as to provide a personalized experience by taking a tailored approach to each customer.