Altius Link Unveils First Digital Administrative BPO Service for Local Governments

Altius Link Launches Groundbreaking Digital Administrative BPO Service

Altius Link Inc., based in Shibuya, Tokyo, has officially launched its first digital administrative BPO service named 'Remote Support for Visitors'. This new offering is part of their vision to enhance resident experience and transform government operations as a 'Total CX² Design Company'. The initiative aims to significantly improve the value of resident experiences while tackling the challenges faced by municipalities in providing efficient services.

Service Overview

The 'Remote Support for Visitors' service is designed to cater to the increasing demand for assistance among visitors at municipal offices. This service includes guidance, procedural support, and multilingual assistance delivered through devices such as tablets, PCs, and robotic devices installed within government buildings. Operators at remote locations will cater to visitors' needs in real-time, utilizing a specialized knowledge platform that leverages generative AI to ensure a consistent and high-quality service.

In the next year, additional services like 'No-Writing Counter' and various Digital Transformation (DX) services for municipalities will be integrated, forming a comprehensive Business Process as a Service (BpaaS) model to support overall governmental functions.

Background for Service Development

In recent years, many municipalities have struggled with issues such as crowded service counters, overly personalized procedural guidance, and language barriers that hinder quality resident service and increase employee workloads. Due to declining populations and complex governmental procedures, maintaining high-quality service with limited staffing has become a societal challenge.

Recognizing this situation, Altius Link conducted pilot experiments in collaboration with Avatarin Corp., confirming the need for DX strategies to enhance operational efficiencies, reduce congestion at service counters, and address the high demand for foreign language support. As a result, they have established a support system leveraging remote operators to streamline municipal front-line services while simultaneously improving resident service.

Key Features of the Service

- Hybrid 'Human × AI' Model: This approach allows for thorough and timely assistance to residents, ensuring accurate guidance through a balanced mix of human and AI support.
- Risk Management: The human operator model mitigates the risks associated with changes in procedures and unique cases, ensuring a flexible response to varying requirements.
- Expert Handling: Over 300 specialized operational experiences in municipal tasks enable high-quality assistance.
- Reduced Wait Times: The service significantly decreases the time residents need to spend at counters while alleviating the burden on municipal staff.

Service Components

The service offers several support options, including:

- Voice calls, video calls, and text chats facilitated by remote operators, providing streamlined service.
- Process guidance including direction for using online applications, non-writing counters, and self-service kiosks.
- Multilingual service with support available in English, Chinese, and other languages for local residents.

Innovative Solutions

The service utilizes cutting-edge communication technologies and a robust knowledge management platform which enhances operational effectiveness. By employing generative AI, Altius Link has been able to quickly create high-accuracy FAQs for operators, ensuring consistent and effective responses to inquiries.

Pilot Program and Results

Between October and December 2025, a pilot program was conducted at municipal offices, utilizing avatar technology to assist visitors. Feedback showed overwhelming satisfaction among residents and government employees, with 92% expressing satisfaction with the guidance received, and 90% willing to use the service again. Furthermore, 100% of foreign residents praised the multilingual assistance provided.

Future Outlook

Looking ahead, Altius Link plans to strengthen the application of generative AI for rapidly adapting to procedural changes and complex requests. They aim to expand the integration of various digital solutions in government services, supporting comprehensive administrative digital transformations.

By rolling out this service, Altius Link is committed to enhancing the efficiency of governmental processes while simultaneously improving the quality of services provided to residents, thereby contributing to sustainable community development.