LAUNCHED "D COMMI AVATAR," AN ONLINE CUSTOMER SERVICE SERVICE UTILIZING AVATARS.

LAUNCHED "D COMMI AVATAR," AN ONLINE CUSTOMER SERVICE SERVICE UTILIZING AVATARS.

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~PROVIDING A NEW CUSTOMER EXPERIENCE (CX) THROUGH CUSTOMER SERVICE THAT INTEGRATES ONLINE AND OFFLINE

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　(Representative Director: Shun Mizuoka, hereinafter "UPBOND inc.") announces the launch of "D-Commi Avatar," an online customer service service utilizing avatars, as a collaborative service with D-Cubic Corporation (Headquarters: Shibuya-ku, Tokyo; President: Kyo Kishimoto, hereinafter "DCC"). (headquartered in Shibuya-ku, Tokyo; President: Kyo Kishimoto; hereinafter "DCC"), an online customer service company that uses avatars.

UPBOND inc. and DCC are working together to develop a digital communication support service that supports BtoC businesses from the planning of DX strategies to actual customer service, based on the know-how and technologies possessed by both companies. This time, in order to provide communication that connects online and offline, we have established a customer service service utilizing avatars. As a first step, we will provide "D-commi Avatar" for information desks at shopping malls, department stores, and commercial facilities.

■Background

　Changes in the working environment due to recent reforms in work styles have begun to permeate the retail industry as well, with some stores beginning to shorten their operating hours and close on holidays, and an increasing trend toward directing customers toward online purchasing. On the other hand, there are still customers who prefer direct face-to-face communication as in the past. In this context, businesses are searching for ways to respond to both customer needs and work style changes.

　To meet this need, UPBOND inc. is releasing "D Comi Avatar" in a cooperative venture with DCC.

OUTLINE OF "D COMIC AVATAR" SERVICE

BY UTILIZING THE VISUAL EFFECTS OF 3DCG AVATARS, WE WILL PROVIDE A NEW AND MORE FRIENDLY COMMUNICATION METHOD, REPLACING THE CONVENTIONAL TEXT AND VOICE COMMUNICATION. AS A FIRST STEP, "D-COMMI AVATAR" (MANNED) WILL PROVIDE CUSTOMER SERVICE AT THE INFORMATION COUNTER USING SIGNAGE (MONITORS/TABLETS).

BY CONSOLIDATING MULTIPLE INFORMATION COUNTERS AT SHOPPING MALLS, DEPARTMENT STORES, AND COMMERCIAL FACILITIES INTO A SINGLE "D COMMI AVATAR" SERVICE, WE AIM TO IMPROVE THE CONVENIENCE OF CUSTOMERS VISITING THESE FACILITIES, EQUALIZE THE QUALITY OF CUSTOMER SERVICE, AND INCREASE EFFICIENCY.

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Service Diagram

■Features

BY CONSOLIDATING MULTIPLE COUNTER SERVICES INTO THE DCC CENTER, WE CAN PROVIDE A MORE EFFICIENT SERVICE TO CUSTOMERS WHO VISIT OUR FACILITIES.

It contributes to improved convenience, leveling the quality of customer service, and increasing efficiency.

BY USING DCC AVATAR MODELS, AVATAR CREATION COSTS CAN BE REDUCED AND CONSTRUCTION TIME SHORTENED.

(*Creation of original avatars is available for an additional fee.)

WE WILL TAKE FULL ADVANTAGE OF DCC'S STRENGTH IN CUSTOMER-ORIENTED COMMUNICATION KNOW-HOW.

By utilizing the voice recording function (to be implemented by the end of December 2022), the content of inquiries from visitors to the facility can be visualized and

IT WILL ALSO BE POSSIBLE TO USE IT FOR ANALYSIS OF VOCS, ETC.

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■Future Developments

STARTING WITH THE INTRODUCTION OF THE SERVICE AT INFORMATION COUNTERS IN SHOPPING MALLS, DEPARTMENT STORES, AND COMMERCIAL FACILITIES, WE WILL EXPAND THE SERVICE TO E-COMMERCE SITES AND PHYSICAL STORES TO HANDLE VISITORS TO THOSE STORES. BASED ON THE KNOW-HOW AND HISTORY OF AVATAR CUSTOMER SERVICE ACCUMULATED IN THE PROCESS, WE WILL UPDATE THE SERVICE TO PROVIDE CUSTOMERS WITH A BETTER CUSTOMER EXPERIENCE.

IN THE FUTURE, THE SCOPE OF "D COMMI AVATAR" WILL BE EXPANDED TO INCLUDE USER SUPPORT IN THE METAVERSE SPACE, CUSTOMER SERVICE IN VIRTUAL STORES, AND CUSTOMER SUPPORT. D-COMMIT AVATAR" WILL BE EXPANDED IN THE FUTURE.

　In addition, based on DCC's contact center know-how, the two companies will also develop the use of advanced technologies such as Blockchain, Wallet, and NFT.　UPBOND inc. and DCC will continue to leverage the know-how and system technologies of both companies to contribute to the creation of rich communication between businesses and customers and the provision of a rich customer experience (CX) to customers.

*:Avatar support in the metaverse space can be discussed separately if desired.

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Service Image Shopping Mall Version Introduction Video

https://youtu.be/Z1Py8B0xPxU

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Provided to: Information windows of shopping malls, department stores and commercial facilities, facility guides, e-commerce sites, BtoC businesses with physical stores, etc.

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■Target number of cases to be provided: 10 in FY2023

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ABOUT "D-COMMISSION

This is the generic name for digital communication services provided by DCC with an eye toward web 3.0.

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■Related Press Releases

  D-CUBIC AND UPBOND COLLABORATE ON ADVANCED TECHNOLOGY LINKED TO DIGITAL MARKETING

CRM CONTACT CENTER SERVICE DEVELOPMENT UTILIZING

  　(Press release, September 28, 2022) (https://www.upbond.io/news/upbond-d-cubic)

　DEVELOPED A "PROMOTION-LINKED" DIGITAL COMMUNICATION SERVICE MODEL, "D-COMMI

　　(Press release, November 9, 2022) (https://www.upbond.io/news/upbond-d-cubic2)

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■UPBOND Corporation (https://www.upbond.io/)

Provides a Web 3.0 wallet service. We have developed a wallet with overwhelming UIUX that can be easily used by general consumers, and are currently promoting a co-creation project that fully utilizes Web 3.0 with major companies in the IP industry, construction industry, and retail industry that are making advanced efforts. We aim to essentially UPDATE the relationship between companies and individuals (BOND) through our wallet.

　We also provide consulting and IDaaS services for DX (OMO support, D2C strategy promotion, EC growth) for BtoC businesses from both marketing and system aspects using our own tool "UPBOND". We provide consulting and IDaaS services from both marketing and systems perspectives using our own tool "UPBOND".

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■ D-Cubic Corporation (https://www.dcubic.jp)

Since the dawn of telemarketing, the company has been providing corporate solutions centered on 24/7/365 contact center services, including marketing, sales promotion support, and mail order fulfillment.

IN RECENT YEARS, THE COMPANY HAS ALSO BEEN PROVIDING SERVICES TO SUPPORT THE PROMOTION OF CORPORATE DX THROUGH "AI CLERKS©," WHICH FEATURES A HYBRID OF AI AND MANNED SUPPORT, AS WELL AS "BPO SERVICES" TO ACHIEVE EFFICIENCY AND COST OPTIMIZATION IN BACK-OFFICE OPERATIONS BY LEVERAGING ITS EXPERTISE IN CONTACT CENTER OPERATIONS.

IN ADDITION, UNDER THE NEW BUSINESS VISION OF "BECOMING A COMPANY THAT CO-CREATES RICH CUSTOMER EXPERIENCES THROUGH DIALOGUE BETWEEN ANALOG AND DIGITAL TECHNOLOGIES," DCC WILL PROVIDE SERVICES THAT SUPPORT THE CREATION OF ENJOYABLE, COMFORTABLE, AND SATISFYING CUSTOMER EXPERIENCES BY ACTING AS AN INTERMEDIARY IN THE "DIALOGUE" BETWEEN COMPANIES AND CUSTOMERS THROUGH OPERATIONS THAT ARE TAILORED TO EACH INDIVIDUAL CUSTOMER, WHICH IS ONE OF THE STRENGTHS OF THE DCC. DCC WILL PROVIDE SERVICES THAT SUPPORT THE CREATION OF ENJOYABLE, COMFORTABLE, AND SATISFYING "CUSTOMER EXPERIENCES" FOR CUSTOMERS.

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