We aim to actually utilize robots at Haneda Airport by 2020.

Continuing from last time, Fumihiko Nakajima of Dentsu Inc. interviews Junichi Shimizu of Japan Airport Building. What results emerged and what challenges became apparent from conducting the first phase of the "Haneda Airport Robot Experiment Project"? We also explore the future direction of the project and the potential for robot utilization at Haneda Airport going forward.

Challenges and Outcomes Revealed by the Proof-of-Concept Testing

Nakajima: Looking back, soliciting robots for the demonstration experiment through an open call was a very challenging approach that raised the project's difficulty level.

Shimizu: We could have approached companies we knew, but to generate broader excitement, we wanted to use an open call format to attract the best robots. For this first phase of the proof-of-concept experiment, we selected 17 companies (teams) across three categories: "Cleaning," "Mobility Support," and "Guidance." However, this isn't the end for the companies not selected this time. We want to continue communicating with them, considering what improvements and additions are needed to make their robots socially implemented and useful, thereby broadening the base. Furthermore, I feel that Haneda can serve as a catalyst. By expanding the activities established here to airports nationwide, we can create a 'Cool Japan' where visitors arriving at any Japanese airport from overseas are impressed.

Nakajima: Guide robots had a high number of applicants, resulting in eight companies being selected. "Guidance" clearly addresses challenges for both employees and customers, and with communication robots gaining global attention, we were keen to focus on this area. After testing robots across these three categories, what are your thoughts?

Shimizu: Customer reactions to guide robots are very clear. While few customers might want to see or touch cleaning robots, staff and operators show strong interest. For "mobility support," besides operational use, customers also expressed a desire to ride them. We conducted experiments with both customers and staff, and found it had a compelling effect. Many cases changed perceptions – like discovering handling was surprisingly easy after actually trying it, contrary to initial expectations.

 

Nakajima: So, there simply wasn't a space where people could experience it before. This time, I believe we were able to conduct experiments on both fronts: reducing the burden on employees and enhancing the customer experience.

Shimizu: We adopted a remotely operated guide robot, and I felt it opened possibilities like remote work. Even for those who find returning to work difficult after childcare leave, being able to perform guidance duties from home means they can work during short periods when they can arrange childcare. From a corporate perspective, this represents significant efficiency gains. Having skilled staff available during peak hours when manpower is scarce is also a huge benefit. As it becomes common knowledge that Haneda Airport is deploying guidance using robots and advanced technology, customers will feel more comfortable receiving assistance. This could also serve as a reference point for various other companies.

Nakajima: So it's beneficial for employees and enhances the passenger experience. It's fascinating that what started as a desire to operate robots expanded into the idea of telework through them. Solving workforce challenges via telepresence wasn't something we anticipated. Were there any other encouraging findings?

Shimizu: It was very positive that we could verify whether robots fit the airport environment. For robots that couldn't handle the tasks, identifying those challenges was an achievement. We also found robots that seemed promising for operational use, likely improving cleaning efficiency. Regarding mobility support, there were both passenger-carrying and cargo-carrying robots. The cargo-carrying ones were primarily envisioned for back-of-house operations like warehouses and factories, so I felt they needed further refinement. For passenger-carrying robots, many are already commercially available, and I feel they could be usable if the target tasks are limited.

Nakajima: While airports are designed with universal accessibility in mind, off-the-shelf robots still require significant tuning and modification to fit specific tasks and locations. Based on the field tests, I feel it's necessary to thoroughly check sensors, drive systems, communication environments, and safety. Communication robots still face the challenge of insufficient Japanese language recognition. We need to build a dataset of questions asked at airports, and we're starting to understand how to categorize them. I believe we've reached a stage where we can see the sequence for improving efficiency and enhancing the customer experience.

Aiming for enjoyable robot utilization beyond mere efficiency gains

Nakajima: For this proof-of-concept, we established evaluation criteria covering operational perspective, user experience, safety, and other factors, assigning points accordingly. Based on this, we considered how to perform tuning tailored to usage scenarios. I assume you're now at the stage of considering actual robot deployment. Could you share your plans?

Shimizu: We consider the next phase to be the step immediately preceding actual implementation. For full implementation, the product must reach a level suitable for the airport, be in a usable state, and address safety and cost issues. When not only we but also the various operators supporting the airport want to use it, the cost must be comparable to current methods or lower. We plan to advance this preparatory phase starting this spring. During the proof-of-concept phase, staff came to the robot's location within the public space to try it out. Moving forward, we will select promising robots from this group and deploy them in actual operational settings to gather detailed feedback. If things go well, we expect to identify robots ready for full implementation within fiscal year 2017 and are already conducting concrete preparations for their introduction.

Nakajima: Our team excels in communication and technology domains, supporting innovation and product development in cutting-edge fields. With AI advancement, we plan to accumulate interaction insights across various settings. We aim to actively pursue innovation and robot support that enhances customer convenience and contributes to operational efficiency. Building on our diverse development support expertise, we are committed to the Haneda Robotics Lab initiative. We aim to further enhance the innovative aspects of Haneda Airport and, beyond just robots, increase valuable, cutting-edge initiatives as Dentsu Inc.

Shimizu: By repeating proof-of-concept experiments and actual implementations, we aim to have various robots actively utilized in visible areas of Haneda Airport by 2020. While conducting robot verification experiments for domestic flights, we are focusing on ICT-centered experiments for international flights. Moving forward, we aim to utilize everything from ICT to service robots, regardless of whether it's domestic or international. We also aim to utilize robots not only for efficiency but also from the perspective of enjoyment. We want our employees to be delighted and for our customers to feel that coming to Haneda offers experiences they haven't had before.