Demonstration Experiment of Remote Guidance System at KIX

2022-07-25

Kansai Airports is delighted to announce that it will conduct a demonstration experiment of a remote guidance system* using an AI dialogue engine from July 27, 2022.

In this demonstration experiment, we will promote contactless guidance, improve multilingual support, and verify the feasibility of effective staff allocation through the digital transformation of airportguidance with unmanned guidance using AI chatbot, remote support by operators, and multilingual automatic translation by voice recognition. Furthere, by having AI chatbot automatically respond to facility guidance which accounts for the majority of customer inquiries, it is expected that guidance staff can focus on more complicated inquries.

The guidance system will be installed at the existing information counters and will be verified in line with the actual operations. In addition, we will conduct a user questionnaire with customers who actually used the system to confirm issues from the user perspective.

Kansai Airports Group will actively conduct demonstration experiments aimed at the full-fledged introduction of cutting-edge technologies, and will strive to improve the convenience of airports while providing new travel experiences that are safe, secure and comfortable.

Details
Period: Wednesday, July 27, 2022 to Tuesday, January 31, 2023
Location: Near the arrival gate on 1F and information counter on 2F of Terminal 1 (planned)
Contents to be verified: Unattended guidance by AI dialogue engine; Remote assistance by operators; Multilingual automatic translation by voice recognition

Remote guidance system “CounterSmart”
CounterSmart provided by OKI is a customer service middleware that can realize "unattended service with voice recognition and AI dialogue engine" and “remote consierge service through voice, video and screen sharing.” In addition, OKI's unique noise reduction technology enables the use of Area Sound Enhancement Mic that picks up only the area sound operated by the user, and a directional speaker that allows the sound to reach the user easily even in noisy environments.

Through the introduction of this system, smooth conversations between system users and remote staff will be achieved even in noisy environments such as airports.