AI Avatars Revolutionize Digital Customer Experience

From Concept to Reality

Rakuten Securities, in collaboration with Deloitte Japan and NVIDIA, is breaking new ground with their latest innovation—a sophisticated AI avatar designed to transform the digital landscape of customer service in the financial sector. This synergy aims to create a more authentic and engaging experience for users accustomed to the impersonal interactions of traditional digital platforms.

Meeting Unique Challenges

Rakuten Securities found itself in a unique position; unlike many of its competitors, it does not maintain physical branches. This absence necessitated creating a digital-first approach to reach new customers and ensure they receive the quality of service synonymous with in-person interactions. They faced the challenge of simplifying access to complex financial information for novice investors, especially with Japan’s anticipated 2024 NISA program expansion promising a surge in demand.

An Innovative Solution

The solution was the Investment Consultation AI Avatar, powered by NVIDIA’s Omniverse ACE and Deloitte’s Quartz Frontline AI technologies. This service acts as a virtual investment consultant that not only understands customer inquiries using advanced GenAI and large language models but also interacts with customers using natural, conversational language, enhanced by human-like gestures and voice synchronisation.

According to Deloitte, this fine balance of technology and a semblance of human interaction promises to bridge the gap between the digital world and customers who crave a more personal touch.

Impact and Reception

Unveiled at the Rakuten Securities New Year Conference 2024, this AI-powered avatar was more than just a talking point; it served as a proof-of-concept for AI-driven customer engagement. Impressively, the solution went from development to deployment in just two months and received overwhelmingly positive feedback, with over 90% of participants expressing interest in future use. What stood out was not just the accuracy and reliability of the financial advice but also the enjoyment customers experienced during interactions—a human-like quality that often eludes digital interfaces.

The Road Ahead for GenAI

This initiative is a testament to the transformative potential of GenAI in customer engagement across industries. By harnessing the power of AI, Deloitte is showcasing how cutting-edge solutions can bring significant value across various sectors, enhancing how services are delivered while maintaining a touch of human warmth in digital interactions.

In an era where technology constantly evolves, partnerships like these illustrate how innovation can enhance user experiences, ensuring that AI-driven engagement leads to not just satisfied but delighted customers.