JAL Card Introduces Autonomous AI Operator "X-Ghost"
JAL Card, in collaboration with Japan Airlines and Gen-AX, has introduced the autonomous AI operator "X-Ghost" developed by Gen-AX into its contact center. This initiative aims to enhance customer experience and operational efficiency, with pre-implementation verification showing an AI completion accuracy rate of over 90%. The system leverages Speech-to-Speech technology for natural conversations and focuses human resources on more complex tasks.
📋 Article Processing Timeline
- 📰 Published: April 15, 2026 at 19:30
- 🔍 Collected: April 15, 2026 at 11:01
- 🤖 AI Analyzed: April 16, 2026 at 02:16 (15h 14m after Collected)
April 15, 2026
Japan Airlines Co., Ltd.
JAL Card Co., Ltd.
Gen-AX Co., Ltd.
Japan Airlines Co., Ltd. (Shinagawa-ku, Tokyo; Representative Director and Group CEO: Mitsuko Tottori; hereinafter "JAL"), JAL Card Co., Ltd. (Shinagawa-ku, Tokyo; Representative Director and President: Tomohiro Nishihata; hereinafter "JAL Card"), and Gen-AX Co., Ltd. (Minato-ku, Tokyo; Representative Director and CEO: Shinichiro Isago; hereinafter "Gen-AX") have jointly introduced "X-Ghost," an autonomous AI operator developed by Gen-AX, into JAL Card's contact center starting April 15, 2026. Pre-implementation verification achieved an AI completion accuracy rate of over 90%, and full-scale implementation aims to simultaneously improve customer experience and operational efficiency.
■ Background of "X-Ghost" Introduction
JAL's "JAL Group Management Vision 2035" advocates for improving employee experience (EX). By partnering with AI, JAL aims to foster a more rewarding work environment and dedicate the time saved through operational efficiency to "human-centric value creation tasks," thereby simultaneously enhancing customer experience (CX).
In recent years, JAL Card's contact center has faced challenges due to the diversification and increasing complexity of inquiries regarding card usage, leading to a growing workload for operators. Particularly, traditional IVR (Interactive Voice Response) systems had issues such as long wait times to reach the desired department and unnecessary transfers due to incorrect initial routing. This necessitated both improved customer experience and operational efficiency.
To address these challenges, the conversational autonomous AI operator "X-Ghost" has been introduced to accurately triage inquiries through precise questioning and routing, thereby reducing misdirected calls.
■ Functions Provided by "X-Ghost"
"X-Ghost" utilizes a Speech-to-Speech model (AI technology that understands and generates speech directly without first converting it to text), which minimizes information loss and latency (response delay) inherent in traditional methods, enabling natural, human-like conversations. It ensures safety through risk assessment by monitoring AI and guardrail control (suppressing inappropriate responses), and supports internal API integration (a mechanism to connect with internal systems and databases to reference and update information) according to conversation context.
In verification conducted prior to full-scale implementation at JAL Card:
・AI completion accuracy rate: Over 90%
・Communicator connection success rate: Over 90%
・Compliance adherence rate: Met standards
Based on these high evaluations, the system has been partially introduced on some lines.
■ Effects of "X-Ghost" Introduction
By optimally dividing roles between AI and humans, JAL aims for continuous quality improvement.
・Suppression of misdirected calls through appropriate initial triage.
・Improved customer experience by providing a smooth conversational flow instead of traditional menu-driven IVR.
・Autonomous AI operators handle inquiries within their scope, allowing human resources to focus on more complex tasks requiring advanced support.
The JAL Group aims to provide a consistent customer experience across all scenes and services by connecting the world digitally and creating new value. Gen-AX is highly regarded for its precise AI technology, stable system infrastructure, and continuous operational support system. As a partner that not only introduces tools but also assists with operational improvements, Gen-AX will continue to promote further sophistication.
■ Gen-AX Company Overview
Company Name: Gen-AX Co., Ltd.
Location: 1-7-1 Kaigan, Minato-ku, Tokyo
Business Activities: Provision of SaaS business utilizing generative AI and specialized consulting services.
Representative: Representative Director and CEO Shinichiro Isago
Shareholders: SoftBank Corp. 100%
Official Website: https://www.gen-ax.co.jp/
Official Note: https://note.com/gen_ax
Japan Airlines Co., Ltd.
JAL Card Co., Ltd.
Gen-AX Co., Ltd.
Japan Airlines Co., Ltd. (Shinagawa-ku, Tokyo; Representative Director and Group CEO: Mitsuko Tottori; hereinafter "JAL"), JAL Card Co., Ltd. (Shinagawa-ku, Tokyo; Representative Director and President: Tomohiro Nishihata; hereinafter "JAL Card"), and Gen-AX Co., Ltd. (Minato-ku, Tokyo; Representative Director and CEO: Shinichiro Isago; hereinafter "Gen-AX") have jointly introduced "X-Ghost," an autonomous AI operator developed by Gen-AX, into JAL Card's contact center starting April 15, 2026. Pre-implementation verification achieved an AI completion accuracy rate of over 90%, and full-scale implementation aims to simultaneously improve customer experience and operational efficiency.
■ Background of "X-Ghost" Introduction
JAL's "JAL Group Management Vision 2035" advocates for improving employee experience (EX). By partnering with AI, JAL aims to foster a more rewarding work environment and dedicate the time saved through operational efficiency to "human-centric value creation tasks," thereby simultaneously enhancing customer experience (CX).
In recent years, JAL Card's contact center has faced challenges due to the diversification and increasing complexity of inquiries regarding card usage, leading to a growing workload for operators. Particularly, traditional IVR (Interactive Voice Response) systems had issues such as long wait times to reach the desired department and unnecessary transfers due to incorrect initial routing. This necessitated both improved customer experience and operational efficiency.
To address these challenges, the conversational autonomous AI operator "X-Ghost" has been introduced to accurately triage inquiries through precise questioning and routing, thereby reducing misdirected calls.
■ Functions Provided by "X-Ghost"
"X-Ghost" utilizes a Speech-to-Speech model (AI technology that understands and generates speech directly without first converting it to text), which minimizes information loss and latency (response delay) inherent in traditional methods, enabling natural, human-like conversations. It ensures safety through risk assessment by monitoring AI and guardrail control (suppressing inappropriate responses), and supports internal API integration (a mechanism to connect with internal systems and databases to reference and update information) according to conversation context.
In verification conducted prior to full-scale implementation at JAL Card:
・AI completion accuracy rate: Over 90%
・Communicator connection success rate: Over 90%
・Compliance adherence rate: Met standards
Based on these high evaluations, the system has been partially introduced on some lines.
■ Effects of "X-Ghost" Introduction
By optimally dividing roles between AI and humans, JAL aims for continuous quality improvement.
・Suppression of misdirected calls through appropriate initial triage.
・Improved customer experience by providing a smooth conversational flow instead of traditional menu-driven IVR.
・Autonomous AI operators handle inquiries within their scope, allowing human resources to focus on more complex tasks requiring advanced support.
The JAL Group aims to provide a consistent customer experience across all scenes and services by connecting the world digitally and creating new value. Gen-AX is highly regarded for its precise AI technology, stable system infrastructure, and continuous operational support system. As a partner that not only introduces tools but also assists with operational improvements, Gen-AX will continue to promote further sophistication.
■ Gen-AX Company Overview
Company Name: Gen-AX Co., Ltd.
Location: 1-7-1 Kaigan, Minato-ku, Tokyo
Business Activities: Provision of SaaS business utilizing generative AI and specialized consulting services.
Representative: Representative Director and CEO Shinichiro Isago
Shareholders: SoftBank Corp. 100%
Official Website: https://www.gen-ax.co.jp/
Official Note: https://note.com/gen_ax