[Avatar Dining Lab] [Experience Mirai’s Izakaya] We have started completely remote customer service using the restaurant industry’s first avatar x robot
Avatar Dining Lab Press release: October 31, 2024 [Experience Mirai’s Izakaya] We have started completely remote customer service using avatar x robot, the first in the restaurant industry Work as hall staff by operating robots from a remote environment Avatar Dining Lab Limited Liability Partnership (Shinagawa-ku, Tokyo, hereinafter referred to as ADL), Watami Co., Ltd. (Headquarters: Ota-ku, Tokyo, Representative Director, Chairman and CEO: Miki Watanabe, hereinafter referred to as Watami), and DFA Robotics Co., Ltd. (Headquarters) : Minato-ku, Tokyo, President and CEO: Daigo Matsubayashi (hereinafter referred to as DFA Robotics) will conduct the second demonstration experiment of completely remote customer service by hall staff using avatars and serving robots at pubs in November 2024. It starts from the 1st.
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https://prcdn.freetls.fastly.net/release_image/140929/9/140929-9-30d8eb82b25ba1e7160a663760156587-567×319.jpg Cheers with our customers
https://prcdn.freetls.fastly.net/release_image/140929/9/140929-9-56cb1da0a81a02886f7880b64eb0e5a1-691×390.jpg Cooperate with staff to clear tables For the first time in Japan (*) in the restaurant industry, we will conduct a completely remote customer service experiment in which avatars and serving robots work together as hall staff. Through the collaboration of the avatar system and the serving robot, it is now possible to serve customers while moving around the store as if they were actually in the store, taking orders, recommending products, and serving and preparing food. We provide more efficient and detailed services. *As of October 2024, according to our own research Experiment period November 1st to November 29th, 2024 (Avatar is closed every Wednesday, but the store will be open as usual.) Experimental store Delicious fried chicken and Izaka meal Miraizaka JR Yokohama West Exit branch Aim of the experiment ・Personalized customer service: The avatar provides courteous customer service tailored to each customer, and provides explanations and recommendations about the dishes. ・Efficient operation: Using a serving robot, customers can walk around the store and serve customers in the same way as staff. We aim to reduce the burden on existing staff and improve service efficiency. ・Creating new ways of working: We enable work styles that are not restricted by time or place, and support the success of human resources who seek diverse work styles. Background of the demonstration experiment During the first demonstration experiment conducted from July to August 2024, we received many happy comments such as “I enjoyed talking to the avatar” and “It felt like the store clerk was right in front of me.” . As an empirical result, One avatar can serve approximately 20 tables and Average customer spend increased by approximately 3% We obtained results such as: These results suggest that remote customer service using avatars may greatly contribute to resolving labor shortages and improving customer satisfaction. In this experiment, based on these results, we Coordinating avatars and serving robots By doing so, we aim to provide more efficient and personalized services.
https://prcdn.freetls.fastly.net/release_image/140929/9/140929-9-8f129548d0978bed9ca8f9b72ce90747-1299×974.jpg During the first demonstration, we communicated with the customer using a tabletop tablet Future prospects Utilizing the knowledge gained from this experiment, remote customer service using avatars will evolve from a mere experiment to a new solution for the food and beverage industry, which is suffering from a labor shortage. In the future, we plan to contribute to improving customer satisfaction by providing more personalized services, such as multilingual support and advanced customer service that leverages our expertise. Furthermore, with the spread of remote work, we will continue to develop this product with the aim of contributing to the revitalization of society as a whole by creating new employment opportunities for people who seek a work style that is not tied to time or location. . [Avatar Dining Lab Limited Liability Partnership] Avatar Dining Lab aims to create new dining experiences and promote workforce diversity through avatar customer service and content planning and development activities for restaurants. In addition, we will operate stores where customers can enjoy customer service using our own avatars, and create jobs for operators. [Address] Shinagawa-ku, Tokyo [Representative name] Executives: Kazuo Sugie, Shogo Nishiguchi [Established] November 2023 [Business content] Planning and development of avatar customer service and content for restaurants [Our store]
[Company introduction] [Contact information]: info@avatardininglab.com [Watami Co., Ltd.] The Watami Group works to meet economic, social, and environmental needs and promotes the creation of a sustainable, recycling-oriented society based on the philosophy of “Let’s become the group that collects the most ‘thank you”s on earth.” . [Address] 1-1-3 Haneda, Ota-ku, Tokyo [Representative name] Miki Watanabe, Representative Director, Chairman, President and CEO [Established] May 1986 [Business details] Domestic restaurant business, overseas restaurant business, home catering business, agriculture, environment business, human resources service business [Homepage URL]
https://www.watami.co.jp/ [DFA Robotics Co., Ltd.] [Established]: September 2017 [Representative]: Representative Director Daigo Matsubayashi [Location]: 6th floor, TOKYU REIT Toranomon Building, 3-17-1 Toranomon, Minato-ku, Tokyo [Business content]: Import, sales, introduction support, after-sales follow-up, etc. of traveling robots such as BellaBot, KettyBot, PuduBot, HolaBot, etc. [Homepage URL] https://dfarobotics.com/