English 
PeopleX Co., Ltd., a comprehensive AI company that solves challenges in the fields of human resources and sales, is pleased to announce that West Japan Railway Company and JR West Innovations Co., Ltd. have adopted “PeopleX AI Role-Playing,” the conversational AI role-playing service provided by the Company. This adoption is the first of its kind in the railway industry, and the JR West Group will continue its efforts to improve the customer service skills of its train crew.
実施の背景
Based on its corporate philosophy of “cherishing encounters with customers and thinking from the customer’s perspective,” the JR West Group is committed to providing comfortable and highly satisfying services.
On the Shinkansen, a wide variety of passengers use the trains, requiring conductors to possess advanced customer service skills. These advanced skills have historically relied heavily on individual experience and on-the-job training (OJT), making it challenging to share and utilize this knowledge equally and systematically among all conductors. Furthermore, role-playing training, conducted between employees, often lacks realism, and the need to train multiple crew members simultaneously limits the number of scenarios that can be experienced within limited training opportunities.
こちらもお読みください： 木村ITは、「LeaP UP!」を通じてCOGAKUSEEの成長を後押ししています。
Against this backdrop, and with the aim of improving the customer service skills of Shinkansen train conductors, we have decided to introduce AI role-playing from July 2026 and verify its effectiveness as a new training method. In this initiative, we aim to provide all crew members with practical customer service skills by presenting diverse customer service scenarios with high fidelity, setting training items according to individual skills, and creating an environment where they can easily train at their own pace, thereby enabling them to provide flexible and high-quality service that is tailored to the needs of each individual customer.
The JR West Group has set forth “Our Aspirations” and “Long-Term Vision 2032,” and is continuing to take on new challenges and promote innovation in collaboration with various partners to realize these goals. In this context, “ピープルX AI Role-Playing” was selected based on the following points, which were particularly highly evaluated.
High quality of AI interaction
High degree of freedom in setting scenarios, AI conversation partners, and evaluation criteria.
Ease of operation thanks to AI-powered automatic scenario creation function.
ソース PRタイムズ
日本語