Avatar use doubles appointment acquisition rate! Introduced on one of Japan’s largest insurance comparison sites “Hoken Ichiba” – many users say it’s easier to talk to an avatar than a human

Company Overview

• Company name: Advance Create Co., Ltd.

• Business: Insurance agency business; media and media-rep business; reinsurance business; ASP (Application Service Provider) business; BPO business

• AVACOM deployment locations:
  Insurance comparison site “Hoken Ichiba”
  Face-to-face sales locations (Consulting Plaza branches)

How AVACOM is Used

• On the insurance comparison site “Hoken Ichiba”, an online contact window where an avatar responds to customer inquiries was set up.

• On the “Hoken Ichiba” website, avatars provide consulting services tailored to each customer’s needs.

• At recruitment events (such as joint company information sessions for students), avatars are used to give company overviews and explanations.

Background

• As more customers choose online insurance consulting, the company wanted to increase communication options beyond just phone and chat.

• They wanted to reduce the burden on employees handling customer inquiries by using avatars, while at the same time realizing more diverse ways of working.

• In an insurance industry where DX is becoming increasingly important, they aimed to achieve Japan-first innovation leveraging cutting-edge technology.

Why AVACOM was Chosen

• They empathized with the future vision presented by Professor Hiroshi Ishiguro, who has conducted research on androids and avatars based on psychology and human engineering.

• From system implementation through to modifications and improvements, Professor Ishiguro and the AVITA team committed to the project as true partners.

• Despite the high motion-capture precision that captures even finger movements and facial expressions, no dedicated sensors are required and avatars can be operated with just a PC.

Effects of Implementing AVACOM

• When avatars handled customer inquiries, the percentage of cases leading to an insurance consultation appointment was higher than via phone or chat.

• In online insurance consulting operations, avatars achieved higher productivity compared to phone and chat.

• Many customers commented positively, saying things like:

  “When it comes to illnesses and similar topics, it’s easier to talk to an avatar than to a human.”
  “It was my first time talking with an avatar, but the conversation felt very relaxed and easy to engage in.”

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.

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