ANA deploys telepresence robots to assist passengers at regional Japanese airports

All Nippon Airways Co. began rolling out Newme telepresence robots, developed by Avatarin Inc., to provide remote passenger assistance from its Kansai International Airport hub. Two units are already operating at Hiroshima Airport, with up to two more slated for Komatsu, Nagasaki, Tottori and Tsushima airports before October ends. Travelers can press a button on the robot to start a live conversation with a Kansai-based staff member, who can direct them to check-in kiosks, restaurants and answer other queries.

The service is intended to maximize the use of employees experienced with inbound tourists and reduce waiting times during off-peak periods or limited on-site staffing. Maiko Imada, head of passenger services at ANA’s operation support centre, said the airline is also looking into allowing staff to work from home for future remote assistance.