Company OverviewCompany name: Lawson, Inc.Business: Operation of the “Lawson” convenience store franchise chainAVACOM deployment stores:Kitasōtsuka 1-chome Store (Green Lawson)Park Lawson Senri StoreGate City Ōsaki Atrium StoreLawson Hakata Higashi-Hie 3-chome StoreHow AVACOM is UsedAn avatar installed next to the self-checkout supports customers who are unsure how to use the register.An avatar placed at the store entrance greets customers as they enter and leave the store.Avatars installed near product shelves make recommendations about the products on display.BackgroundLawson wanted to use remote avatar customer service to create stores where customers can still feel a human warmth in their interactions.By leveraging avatars, Lawson aims to build people-friendly stores where anyone can play an active role, regardless of time, distance, age, childcare or caregiving responsibilities, or physical disabilities—ultimately contributing to a “society where everyone can participate.”Allowing people to work remotely from anywhere and enabling one person to support multiple stores were also seen as important ways to help alleviate staffing shortages.Why AVACOM was ChosenThe company resonated with the philosophy of Hiroshi Ishiguro, AVITA’s CEO and Professor at Osaka University, who has spent his career exploring what it means to be human.AVITA committed as a partner from the concept stage all the way through implementation, working closely with Lawson to make the avatar project a reality.Newly hired avatar operators found the system simple and intuitive to use, making it easy to get started.Effects of Implementing AVACOMThe initiative was covered by numerous media outlets, leading to an increase in customers visiting the stores to experience avatar staff in person.Some in-store issues—such as confusion about self-checkout operation—are now solved by asking the avatar directly without involving a human staff member.There are cases where customers actually purchase the products recommended by the avatar, which suggests that suggestions feel natural rather than pushy.Many customers enjoy communicating with the avatar—they smile during conversations, wave at the screen, and treat the avatar as a familiar presence.In public recruitment for avatar operators, Lawson received around 400 applications from a wide range of people in their teens to their 60s, including:HomemakersFormer Lawson employeesVTubersPeople who had previously given up on customer-facing work due to physical reasonsFuture OutlookFurther expand the number of stores using AVACOM and establish operations where one avatar operator can support multiple locations.Build an environment where staff can provide store customer service while working from home.Enable late-night customer service through avatar operators.Develop avatar operators as specialists in specific domains, creating an in-store environment where customers can consult an expert via avatar on particular topics.About the Avatar Customer Service “AVACOM”AVACOM is an online customer service platform powered by AVITA’s avatar technology, generative AI, and other AI-driven capabilities.The service supports multiple platforms and enhances customer engagement through AI-powered automation and remote (tele-operated) avatar customer service. AVACOM contributes to increasing online sales and conversions, improving inquiry-handling efficiency, reducing or eliminating on-site staffing needs at stores and reception desks, and addressing labor shortages.Since its launch in 2022, AVACOM has already been introduced at hundreds of locations, helping organizations strengthen customer touchpoints, improve operational efficiency, and resolve staffing challenges.The service has also enabled a new style of employment known as the “avatar worker,” in which individuals can work remotely through an avatar regardless of their physical location.AVACOM Service Page >If you would like to request materials (free) or try a hands-on demo of AVACOM (free), please feel free to contact us.Contact Us >