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Autobacs Seven Group Begins Trial of Humanoid AI Assistant “RACHEL” for Customer Support Aligned with Customer Needs in Digital Lab

Autobacs Digital Initiative Inc. (Note 1, hereinafter referred to as ABDI), Couger Inc. (Note 2, hereinafter referred to as Couger), and Ridgelinez Inc. (Note 3, hereinafter referred to as Ridgelinez) have launched a trial of a customer service experience powered by the humanoid AI assistant “RACHEL,” provided by Couger, at the Autobacs Seven Group’s Digital Lab (Note 4) starting on August 1, 2024. This trial, using RACHEL for customer service, aims to address the increasingly complex needs of customers in the retail industry, where labor shortages are growing more severe, and to reduce the burden on store staff by enhancing the customer purchasing experience.

Autobacs Seven Group Digital Lab
RACHEL’s Customer Service Interface

At Autobacs, a retailer specializing in car accessories, staff are required to have a high level of expertise due to the complex purchasing process, which involves confirming compatibility between products and vehicle models and handling installations in the PIT (Note 5). Given the increasing severity of labor shortages, the swift evolution of the automotive industry, and the emergence of new customer needs, the use of technology is essential for enhancing the customer experience in selling cars and related products.

ABDI is exploring technology-driven customer service that allows customers to easily find the products they need, providing an experience similar to in-person assistance. The RACHEL assistant used in this trial employs voice, facial expressions, and gestures to offer human-like communication suited to each situation, helping customers better understand the products and services.

Trial Overview

This trial aims to assess whether customers can intuitively understand complex product selection and procedures with the help of RACHEL’s guidance.

Trial Period：August 1, 2024 – September 30, 2024
Location：Autobacs Digital Lab
　　　　　NBF Toyosu Canal Front 2F, 5-6-52 Toyosu, Koto-ku, Tokyo
Content：
Visitors to the Digital Lab will have the opportunity to experience RACHEL’s customer service interface via tablets in a simulated environment. Specific features include:

  • Support for product selection based on vehicle type, purchase history, inventory status, price, and product specifications.
  • Streamlined guidance for necessary processes, such as compatibility checks, PIT reservations, and routine maintenance, including oil changes.

Roles of Each Company:：

  • ABDI: ABDI has been advancing digital transformation (DX) in Autobacs Seven Group stores using AI. As part of these efforts, they are considering RACHEL’s implementation and will oversee the trial operation and evaluation within the Digital Lab.
  • Couger: Couger provides the humanoid AI assistant RACHEL for the trial.
  • Ridgelinez: Ridgelinez supports the planning and execution of the trial, assesses the outcomes to meet trial objectives, and evaluates the return on investment for potential full-scale deployment. They also develop hypotheses on the challenges Autobacs Seven Group faces in the retail industry and propose new store models using RACHEL to address these challenges.

Through this trial, the three companies will explore the possibility of deploying RACHEL across Autobacs stores in the future.

Rachel's Customer Support Screen

Trademarks
The product names and other specific terms mentioned here are trademarks or registered trademarks of their respective companies.

Annotations

  • Note 1: Autobacs Digital Initiative Co., Ltd. Headquarters: Koto-ku, Tokyo; President and CEO: Osamu Norisue
  • Note 2: Couger Inc. Headquarters: Shibuya-ku, Tokyo; CEO: Atsushi Ishii
  • Note 3: Ridgelinez Limited Headquarters: Chiyoda-ku, Tokyo; CEO: Toshiya Imai
  • Note 4: Digital Lab - Autobacs Seven Group’s Digital Lab is a space where customers can experience various services and solutions being developed. This allows potential customers to experience the functionality and usability of the solutions being considered for adoption. Open hours: Weekdays 10:00-17:00
  • Note 5: PIT - PIT refers to the area in automotive accessory stores or gas stations where car inspections, repairs, and maintenance tasks are carried out.

Contact Information

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