Lawson, a prominent 24-hour convenience store chain in Japan, is set to revolutionize its customer service with an AI-backed system that employs remote cashiers. These cashiers, based in locations such as Europe and the Americas, will interact with customers through digital avatars displayed on screens at checkout. This innovative approach aims to address Japan's labor shortage and rising hourly part-time wages.
The AI system will enable Lawson to reduce its reliance on human operation in their outlets across Japan. By employing digital avatars, remote staff can seamlessly facilitate transactions without physically being present. These avatars will be animated characters that mimic the movements of the remote cashier, creating a realistic and engaging experience for customers.
“The labour shortage is real, and konbini (convenience stores) rely heavily on a good supply of cheap labour.” – Roy Larke
Roy Larke, a senior lecturer in marketing and an expert on Japanese retail, noted the increasing challenges posed by Japan's labor market. Hourly part-time wages reached an all-time high in November 2024, a trend that experts predict will continue. Larke emphasized that this situation has prompted companies like Lawson to explore technological solutions.
“Hourly part-time wages were at an all-time high in November 2024 and will continue to rise. I would fully expect Lawson and others to use this type of system backed by AI in the very near future, reducing and then eventually doing away with the need for human operation.” – Roy Larke
This AI-driven system marks a significant step forward in Lawson's operational strategy. By integrating technology into its service model, Lawson aims to maintain efficient customer service while adapting to economic pressures. The digital avatars not only enhance interaction but also optimize the overall checkout process.
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