All Nippon Airways (ANA) has introduced a generative artificial intelligence platform called “neoAI Chat” across all operational divisions, marking a major step in the airline’s digital transformation strategy. Developed in partnership with Tokyo-based neoAI Corporation, the platform is designed to improve flight safety, accelerate information retrieval, and enhance efficiency in maintenance, airport, and flight operations.
Following a successful trial at Narita Airport in 2024, ANA began deploying neoAI Chat in October 2025 across the entire ANA Group. The system is expected to reduce manual regulation and document search times by about 90% and cut report and training material creation time by 75%. Operating within ANA’s private cloud, the platform aims to boost productivity while safeguarding operational data and security.
AI system improves operational accuracy and service efficiency
The rollout of neoAI Chat comes as airlines worldwide look to integrate generative AI into their core operations. At ANA, the system enables staff to instantly access internal regulations, flight procedures, and maintenance data that were previously scattered across multiple systems or dependent on employee expertise. By automating document analysis and retrieval, the platform allows employees to focus on decision-making and customer service rather than administrative tasks.
ANA said the new system will help deliver a higher standard of safety and operational consistency by ensuring staff have immediate access to verified information. The platform’s design allows the formalization and sharing of individual expertise, helping to retain institutional knowledge and support training for new personnel across departments. According to ANA, this capability strengthens the airline’s ability to maintain quality and safety standards across its global operations.
Beyond information access, the AI system will also improve customer-facing operations. With faster retrieval of policies and service data, staff can respond to inquiries more quickly and accurately, reducing waiting times and enhancing the passenger experience. The integration aligns with ANA’s broader goal of applying technology to reinforce both safety and service excellence.
Strategic collaboration with neoAI Corporation
The platform was developed by neoAI Corporation, an AI startup founded at the University of Tokyo’s Matsuo Laboratory. The company specializes in generative AI solutions designed for enterprise use through its products neoAI Chat and neoAI Enterprise. By partnering with ANA, neoAI aims to demonstrate how AI can optimize industrial infrastructure and create value through collaboration between human expertise and machine intelligence.
“Last year, ANA successfully trialed ‘neoAI Chat’ for ground handling at Narita Airport as part of our AI-driven operational transformation initiative,” said Hiroyuki Kometani, Executive Vice President of the Operation Division at ANA. “Recognizing 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’s leadership underscored the significance of the project for Japan’s aviation industry. “We’re honored 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 of neoAI. “By integrating neoAI’s technology with ANA’s long-standing, firm commitment to safety and quality, we will maximize on-site 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.”
The collaboration highlights Japan’s growing focus on applying advanced AI to operational fields beyond customer service, including logistics, transport, and aviation. ANA’s secure private cloud infrastructure allows the generative AI platform to process sensitive internal documents without compromising data privacy, setting a precedent for responsible AI adoption in regulated industries.
