SHIZUOKA, May 18 (News On Japan) - JR Central will launch a new remote customer assistance service at eight stations on the Tokaido Line in Shizuoka Prefecture starting June 1st. This initiative aims to support passengers at stations that are unstaffed during early morning and late-night hours, improving convenience for travelers.
Under the new system, passengers can connect with operators at a central support center via intercom devices installed next to ticket machines.
At Yoshihara Station, for example, only one station staff member was available in the past, making it difficult to assist passengers during all operational hours. With the new setup, passengers will be able to reach the support center from the first train of the day until the last. The participating stations include Yui, Kambara, Shin-Kambara, Fujikawa, Yoshihara, Higashi-Tagonoura, Hara, and Katahama. These stations will become fully unstaffed, but the support center will respond in real-time to various passenger needs.
During a media demonstration at the Shizuoka guidance center on May 14th, operators responded to mock scenarios such as train tickets stuck in ticket gates and requests for directions. One operator asked a passenger through the video intercom, "Can you tell me what kind of ticket is stuck?" In another instance, the operator guided a passenger to board the train while contacting Mishima Station in advance to smooth the transfer.
Operators are trained to use simple, jargon-free language and maintain a calm, friendly demeanor. According to Suwabe from JR Tokai’s transportation division, “Since communication is through a monitor, we want to speak more clearly than usual and make sure we avoid using technical terms.”
At Yoshihara, Hara, and Katahama stations, new machines equipped with seat reservation functionality and operator support will also replace the conventional ticket offices. These will be available for assistance from 6 a.m. to 10:30 p.m.
During another demonstration, an operator responded to a passenger asking how to buy a Shinkansen ticket from Mishima to Sendai. The operator quickly confirmed the route and started preparing the ticket. These machines also accommodate special discount tickets for students and seniors in the "Zipangu Club," which require verification documents. The same system has already been deployed in the Nagoya area, where it has received positive feedback from passengers.
Nishida from JR Tokai’s Nagoya office noted, “Passengers have told us they’re happy they can now recharge their IC cards or consult about travel plans during hours when staff used to be unavailable.”
Additionally, the operators monitor live video feeds from the stations and can initiate contact with passengers in need via speakers, guiding them to the intercom locations.
Daisuke Owada, section chief at JR Central’s Shizuoka branch, said, “Since this is the first time we’re rolling this out in Shizuoka, we expect some passengers may not be used to the system. We’ll work to improve the service based on user feedback.”
The remote support service will begin operation across the eight stations on June 1st.
Source: SBSnews6
