All Nippon Airways (ANA) has announced the implementation of ‘neoAI Chat’ – a generative AI (GenAI) platform developed by neoAI Corporation. The platform is being deployed across ANA Group companies and departments involved in aircraft operations, including airport, maintenance, cabin and flight operations. This implementation is designed to enhance operational quality and deliver a higher standard of safe and secure services to customers.
ANA previously conducted a trial of ‘neoAI Chat’ at Narita Airport, starting in August 2024. The trial confirmed the platform’s effectiveness in improving labour efficiency and supporting timely, accurate decision-making, which led to the decision for its full-scale adoption. The platform addresses a key industry challenge: airlines’ growing difficulty in quickly and precisely retrieving information from complex regulations, a process that has traditionally depended on individual expertise and lengthy manual searches.
“Last year, ANA successfully trialled ‘neoAI Chat’ for ground handling at Narita Airport as part of our AI-driven operational transformation initiative,” said Hiroyuki Kometani, Executive Vice President of Operation Division, ANA. “Recognising its effectiveness in streamlining aircraft operations and supporting accurate decision-making, we are now fully implementing it across all ANA Group companies and departments involved in aircraft operations. This project will not only enhance employee AI literacy but also significantly improve the quality of aircraft operations and deliver high-quality services to our customers.”
‘neoAI Chat’ operates on ANA’s secure private cloud infrastructure, enabling advanced GenAI utilisation while safeguarding confidential data. The platform quickly analyses internal documents, allowing employees to instantly extract information and supporting documents, and is designed to deliver the following results:
- Enhanced customer service: respond to customer enquiries accurately and promptly, ultimately improving customer satisfaction.
- Rapid knowledge retrieval: retrieve critical information from documents like regulations and meeting minutes, reducing access time by roughly 90% compared to conventional methods.
- Organisational knowledge transfer: the system can formalise individual knowledge and know-how, sharing it across the organisation to improve operational quality, strengthen the overall capabilities of the ANA Group, and ensure the effective transfer of skills to the next generation.
- Increased business efficiency: the platform will promote efficiency by reducing document creation time by approximately 75% for reports, regulations and educational materials, freeing up time for employees to focus on value-creating tasks.
ANA Group will continue to leverage AI to enhance employee expertise and creativity, constantly challenging itself to achieve the highest quality operations and provide customers with a safe and comfortable journey.
“We’re honoured to partner with ANA, a key player in Japan’s airline industry, to enhance aircraft operations using generative AI,” said Shunsuke Chiba, President and CEO, neoAI. “By integrating neoAI’s technology with ANA’s longstanding, firm commitment to safety and quality, we will maximise onsite knowledge and achieve both accuracy and efficiency in operations. We are confident that this initiative will serve as a model case for creating new value in the industrial infrastructure domain through the co-creation of AI and humans, thereby accelerating the utilization of AI across Japanese companies.”
Hear more from All Nippon Airways in the Premium Conference at APEX FTE Asia Expo, taking place in Singapore on 11-12 November 2025. Tom Kikuchi, Head of Innovation, All Nippon Airways, is participating in a session focused on ‘Making autonomous airport operations a reality – inspiration from the first movers’ with a presentation titled ‘Inside Smart Ramp – the future model of the turnaround operation with autonomous vehicles connecting harmoniously with people’.
See our 12 reasons to attend APEX FTE Asia Expo 2025 >> Register for APEX FTE Asia Expo 2025 – free to attend >>
