#Japan #Tokyo #AI Robot #Collibot #NUWA Robotics

The Rise of AI Customer Support Robots in Retail

As Japan faces a declining workforce due to an aging population and low birth rates, the need for innovative solutions in the retail sector has become increasingly urgent. This is where the AI-enabled customer service robot, affectionately named 'Collibot', comes into play. Developed by the Tokyo Metropolitan Industrial Technology Research Institute (TMITRI) in collaboration with NUWA Robotics Japan and Water Stand Co., the deployment of this robot is set to revolutionize customer interactions in retail environments.

Background of the Initiative

With the Japanese labor market tightening, businesses are grappling with a significant shortage of employees, particularly in retail and service sectors. This prompted TMITRI to partner with local companies to develop a solution that not only addresses labor shortages but simultaneously enhances customer engagement through robotics technology. The deployment and trial of Collibot at Akachan Honpo in Kitasuna have yielded impressive results, confirming an 85% customer satisfaction rate and a 16% increase in new member registrations during the pilot phase.

Features of the Collibot System

Collibot is designed to facilitate seamless customer interactions without adding pressure on existing staff. Key features include:

1. Conversational AI with RAG Technology: Collibot utilizes Retrieval-Augmented Generation (RAG) technology, combining natural conversational abilities with the store's specific database. This allows the robot to provide precise product information and direct customers to different areas of the store, ensuring high-quality service.

2. Mobile Advertising Display: The robot acts as a walking billboard with its 32-inch dual-sided display. This feature not only acts as a moving advertisement but also actively engages customers with multimedia content, enhancing their shopping experience by showcasing promotions and product information.

3. User-Friendly Operation: Equipped with the NUWA RoFlow system, Collibot is designed for use by staff without specialized knowledge. Employees can easily set patrol routes and customize what the robot says through an intuitive graphical interface, significantly reducing operational burdens.

Upcoming Demonstrations and Future Plans

The full-scale deployment of Collibot is set for April 2026, and a live demonstration is scheduled at the 2025 International Robot Exhibition, which will take place at Tokyo Big Sight from December 3-6, 2025. This event will showcase the capabilities of Collibot in a simulated retail environment, allowing attendees to experience firsthand how this innovative technology can enhance customer service.

Collaboration and Research Support

The development of Collibot is part of the supportive initiatives spearheaded by TMITRI, which includes the collective research into cloud-connected technologies, 5G, IoT, and robotics. This project has benefited from about a year of cooperative research funding, where TMITRI not only shared financial resources but also provided essential technical expertise and evaluation support to foster the commercialization of such innovative products.

As the deployment of 'Collibot' draws nearer, it holds the potential to significantly alleviate labor shortages facing the retail industry while simultaneously enriching the customer shopping experience, marking a significant step toward integrating AI-driven solutions into everyday business operations in Japan.