JAL Card introduces AI in its contact center, using it for inquiry handling; verification accuracy exceeded 90%

JAL Card will introduce Gen-AX's AI operator, X-Ghost, into its contact center.

JAL and JAL Card plan to use AI for first-line responses and routing to improve efficiency.

In testing, the AI achieved over 90% accuracy when handling inquiries on its own.

The move is expected to reduce operator workload and speed up customer support.