An AI digital human for customer service
35–40% of routine enquiries automated, 92%+ satisfaction
- Sector
- Retail and events
- Market
- Japan
- Timeline
- 6 months
35–40%of routine enquiries automated
92%+customer satisfaction
20–25%lower annual service cost
The challenge
Staff shortages left supermarkets, malls and event teams unable to respond in time, and some customers, especially older ones, hesitated to approach staff at all.
What was built
- A digital human driven by an LLM and retrieval, with avatars modelled on real employees and company knowledge bases
- Deployed at reception desks, in malls and at live events
- Avatar creation from image and speech, lip-sync, video generation and WebRTC streaming
How it was built
- LLM and retrieval architecture for answers grounded in company knowledge