#Japan #Tokyo #KDDI #AVITA #AVACOM

KDDI's Innovative Remote Customer Service Platform

In a groundbreaking move toward enhancing customer experience, KDDI Corporation has announced the incorporation of AVITA's advanced avatar-based customer service, known as AVACOM, in their new remote service platform. Set to launch on June 23, 2025, this initiative is part of KDDI's collaboration with Lawson Inc. under the concept of “Real×Tech Convenience” and aims to provide a variety of essential services through remote interactions, including telecommunications, finance, healthcare, and household assistance.

Enhancing Accessibility to Services

The new platform allows customers to access services that were traditionally only available at specialized stores, making them more accessible and convenient. Users can now consult with service providers via avatars or face-to-face interactions, depending on their needs. This flexibility not only lightens the operating load for service providers but also ensures an optimal experience for customers.

The first implementation of this innovative platform will take place at the Lawson Takanawa Gateway City store, which will open simultaneously. This store will also experiment with avatar-assisted consultation and self-checkout services. By offering a choice between avatar or human representatives, clients can feel more comfortable while handling sensitive inquiries.

The Role of AVACOM

AVACOM, the core of this platform, leverages AI to deliver multilateral support and simplifies various procedures through automation. One of the promising aspects of utilizing avatars is its potential to lower psychological barriers during consultations. Moreover, adopting non-face-to-face service options will lessen the chances of customer harassment, thus contributing to a more comfortable working environment for operators and addressing labor shortages in the society.

AVACOM in Action at Lawson

At the Lawson Takanawa Gateway City store, AVACOM will be implemented in two specific scenarios:

1. Remote Consultation Booth: This setup includes the “Ponta Various Consultation Center,” where an AI avatar will guide customers to the right services. After the initial interaction with the avatar, customers can receive further assistance from specialized staff, either through direct contact or via the avatar.
-

2. Self-Checkout Support: AVITA's avatar staff will also be integrated into self-checkout systems to provide real-time assistance to customers using 3D displays.
-

The avatars provide a heightened sense of presence, enhancing customer engagement and creating a more immersive service experience. The Lawson store is located on the 6th floor of the LINKPILLAR1 NORTH in Tokyo and will operate from 7 AM to 9 PM.

About AVACOM and AVITA

AVACOM is a pioneering online service aiming to optimize customer interactions through avatar technology and generative AI. Since its launch in 2022, the platform has been adopted in hundreds of operations, demonstrating significant improvements in customer connections, operational efficiency, and addressing the labor shortage issue prevalent in today’s society. Furthermore, the avatar system is creating new job opportunities by allowing “avatar workers” to engage from different locations.

To learn more about AVACOM and its capabilities, visit AVITA's Official Site.

Company Overview

AVITA Inc.

• - CEO: Hiroshi Ishiguro
• - Location: Meguro, Tokyo
• - Founded: June 2021
• - Business Focus: Development of services utilizing avatars and generative AI, including the AVACOM support service and avatar marketing assistance.
• - For a detailed overview, visit AVITA Corporate Site.

• - Major Services:

- AVACOM avatar service: AVACOM
- Avatar AI role-playing training: Abato
- Custom Avatar Production: Avatar Creative Studio