KDDI Adopts AVITA’s Avatar Customer Service System “AVACOM” for Its Next-Generation Remote Customer Service Platform

AVITA’s Avatar Technology Powers Customer Experience DX for “Real×Tech LAWSON,” a Joint Initiative by KDDI and Lawson

AVITA Inc. (Head Office: Meguro-ku, Tokyo; CEO: Hiroshi Ishiguro; hereinafter “AVITA”), a company developing services powered by avatars and generative AI, announced today that its avatar customer service system AVACOM has been adopted for the Next-Generation Remote Customer Service Platform launched on June 23, 2025 by KDDI Corporation (Head Office: Chiyoda-ku, Tokyo; CEO: Hiroji Matsuda; hereinafter “KDDI”).

This platform is being deployed as part of “Real×Tech Convenience”, a collaborative initiative led by KDDI and Lawson, Inc. (“Lawson”), and enables customers to access a wide range of essential services—such as telecommunications, finance, healthcare, and home support—via remote customer service.

Customers can now receive services traditionally available only at specialized stores directly from neighborhood convenience stores. Service providers, in turn, can choose between avatar-based or face-to-face support, depending on service type and use case, enabling both operator workload reduction and an optimized customer experience.

Beginning with the opening of the first “Real×Tech LAWSON” store, the Lawson Takanawa Gateway City Store, the platform will be introduced at select Lawson locations and au Style / au Shops, with future expansion under consideration for municipalities and businesses in other industries.

AVACOM’s Role in the Platform

Within the Next-Generation Remote Customer Service Platform, AVACOM serves as the infrastructure enabling both avatar customer service and AI-driven support. Key capabilities include:

• Multilingual AI assistance

• Automation and simplification of various procedures

• Reduction of psychological barriers through avatar-mediated consultations

• Face-hiding support for operators, reducing exposure to customer harassment (customer aggression)

Through these capabilities, AVACOM contributes to improving working conditions, reducing labor shortages, and addressing broader social challenges.

Utilization of AVACOM at the Lawson Takanawa Gateway City Store

As the first deployment site of the platform, the Lawson Takanawa Gateway City Store features two scenes where AVACOM is used:

1. “Ponta Consultation Desk” – Remote Support Booth

The “Next-Generation Remote Customer Service Platform” powers this booth, where an AI avatar guides customers to the most appropriate service. After the initial guidance, specialized staff provide support either through an avatar or with their real face displayed.

2. Avatar Staff Supporting Self-Checkout

Avatar clerks—already introduced in select Lawson stores—now appear via 3D displays, offering a more immersive and lifelike presence. These avatars remotely support customers at self-checkout stations, enhancing the sense of engagement and customer experience.

Store Overview

• Store Name: Lawson Takanawa Gateway City Store

• Opening Date: Monday, June 23, 2025

• Address: THE LINKPILLAR 1 NORTH 6F, 2-21-1 Takanawa, Minato-ku, Tokyo

• Business Hours: 7:00–21:00

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.

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