Uluru BPO Introduces AVITA's AI Role-Playing Service "Abatole"

Uluru BPO Co., Ltd. (Chuo-ku, Tokyo; President and CEO: Yuhei Okuyama), a wholly-owned subsidiary of Uluru Inc. (Chuo-ku, Tokyo; President and CEO: Tomoya Hoshi), which aims to solve labor shortage issues with its unique model utilizing "AI and human power," has introduced the AI role-playing service "Abatole" provided by AVITA Inc.※1.

By having AI support the training system, which traditionally relied on role-playing (hereafter "role-play") instruction by trainers, the company aims to significantly reduce training man-hours and enable customer success (hereafter "CS") personnel to become effective quickly.

Background of Introduction

As the use of SaaS becomes widespread, the demand for CS personnel continues to grow. To meet these market needs, Uluru BPO offers "CSer BPO"※2, which provides end-to-end CS operations support for SaaS businesses. While working to train high-quality CS personnel at its own CS centers in Fukuoka and Oita, trainers were spending over 30 hours per month on role-play instruction, necessitating the development of a more efficient and reproducible training method.

Against this backdrop, the decision was made to introduce "Abatole," a service that allows users to gain practical experience through repetitive training with AI avatars.

New Training Model Combining Uluru BPO's Unique "CS Certification" x AI Role-Playing

Uluru BPO operates its own evaluation system, "CS Certification," which defines CS personnel skills in seven levels. Each level has clear passing criteria, allowing for objective visualization of skill proficiency.

This time, role-play assignments using Abatole have been incorporated as a requirement for passing the "Insight Advisor" qualification, a higher-level certification (the level at which one can propose solutions for latent customer issues).

By linking the training process itself with the certification, the company aims to standardize CS education, which tends to be individualized.

Expected Introduction Effects

1 Reduction in Training Man-hours and Increased Training Efficiency

With AI avatars providing role-play instruction, a reduction of over 30 training man-hours per month is expected. For personnel currently in training, a cumulative reduction of approximately 280 hours is anticipated by the time they reach the Insight Advisor level within nine months. The man-hours saved will be allocated to client support and quality improvement initiatives.

2 Improved CS Certification Pass Rates and Standardization of Training Quality

Through repetitive role-playing with AI, the company aims to enhance practical skills and improve CS certification pass rates. Furthermore, it will reduce variations in training content and evaluation criteria among individuals, creating a reproducible training environment that is not dependent on specific personnel.

3 Enhanced Value Proposition through Early Integration of CS Personnel

By shortening the training period and accelerating skill acquisition, the company will strengthen its ability to provide high-quality CS personnel to client companies earlier. This will contribute to the early establishment of customer support systems for SaaS businesses and the improvement of operational quality.

Future Outlook

Uluru BPO will continue to promote its training model, which combines its unique CS know-how with AI, to achieve the early training and stable supply of high-quality CS personnel through "CSer BPO." Beyond simple operational outsourcing, the company will leverage the expertise gained from operating its own SaaS businesses within the Uluru Group to support SaaS businesses in building CS organizations that contribute to business growth, thereby boosting their productivity and customer experience.

※1: Avatar AI Role-Playing Service "Abatole"

An AI role-playing service provided by AVITA Inc. It is a tool that allows users to independently develop practical communication skills through role-playing conversations with AI avatars.

※2: "CSer BPO" - A Partnered Customer Success Outsourcing Service

"CSer BPO" is a partnered CS support service that provides comprehensive support from achieving results in CS operations for SaaS businesses to maximizing LTV (Customer Lifetime Value). Based on practical know-how cultivated through operating its own SaaS products "NJSS" (monthly churn rate 1.44%) and "fondesk" (monthly churn rate 1.1%), it offers a high-quality operational system through specialized CS centers in Oita and Fukuoka. It resolves issues such as resource shortages and individual dependency, building a highly reproducible CS system that improves the customer experience of client companies, even when outsourced.

Uluru BPO Co., Ltd. (https://www.uluru-bpo.jp/)

Established: October 2014 (Became a subsidiary of Uluru Inc.)

Locations:

・Tokyo Headquarters: 9F/11F KDX Harumi Building, 3-12-1 Harumi, Chuo-ku, Tokyo

・Tokushima Center 1: 100-1 Miyanomoto, Obayashi-cho, Komatsushima-shi, Tokushima

・Tokushima Center 2: 23-10 Morinomoto, Obayashi-cho, Komatsushima-shi, Tokushima

・Tokushima Center 3: 98-1 Miyanomoto, Obayashi-cho, Komatsushima-shi, Tokushima

・Tokushima Tsurugi-cho Office: 8 Sadamitsu Morinomoto, Tsurugi-cho, Mima-gun, Tokushima

・Fukuoka Center: 2F Hotel Clue Court Hakata, 5-3 Hakata-eki Chuo-gai, Hakata-ku, Fukuoka

・Oita Center: 8F Ichigo Mirai Shinkin Building, 3-1 Agari-machi, Oita-shi, Oita

Representative: Yuhei Okuyama

Business Activities:

・Comprehensive Outsourcing "Uluru BPO"

・Partnered Customer Success Outsourcing Service "Cser BPO"

・High-Precision AI-OCR Service "eas"

・Total Support Service for Employment of Persons with Disabilities "eas next"

【Uluru Group Overview】 Uluru Inc. (https://www.uluru.biz/)

As a leading company in solving labor shortage issues, Uluru develops its business centered on the creation and utilization of "hidden labor assets," which arise from two sources: "hidden labor" that cannot work despite wanting to, and "labor that is becoming obsolete" which is highly likely to be replaced by AI in the future.

Through its unique business model that combines "AI and human power," Uluru aims to realize its vision of "solving labor shortages and enriching people and companies" by developing sustainable businesses that address labor shortages.

Established: August 31, 2001

Location: 9F KDX Harumi Building, 3-12-1 Harumi, Chuo-ku, Tokyo

Representative: Tomoya Hoshi

Business Activities:

◆ CGS (Crowd Generated Service) ※CGS is Uluru's unique business model utilizing crowd workers

・Telephone Answering Service "fondesk" https://www.fondesk.jp/ ・Automated Telephone Answering Service "fondesk IVR" https://ivr.fondesk.jp/ ・Bidding Information Express Service "NJSS" https://www2.njss.info/

"nSearch" https://nsearch.jp/

・Platform to support government business from the upstream process "GoSTEP" https://www.gostep.biz/

・Bidding Qualification Management Service "Bidding Qualification Portal" https://nsp.njss.info/

・Procurement Service for Government Agencies, Municipalities, and Independent Administrative Agencies "Procurement Info" https://bid-info.jp/ ・Photo Sales System for Kindergartens and Nurseries "En Photo" https://en-photo.net/

・Graduation Album Production Service "En Album" https://en-photo.net/en-album ・On-site Photography Service "OurPhoto" https://our-photo.co/

◆ BPO ※

・Comprehensive Outsourcing "Uluru BPO" https://www.uluru-bpo.jp/

・Partnered Customer Success Outsourcing Service "CSerBPO" https://cser-bpo.com/

・High-Precision AI-OCR Service "eas" https://lp.eas.work/

・Total Support Service for Employment of Persons with Disabilities "eas next" https://uluru-bpo.jp/easnext/

※ Operated by Uluru BPO Co., Ltd.

◆ Crowd Sourcing ・Operation of the platform "Shufti" https://app.shufti.jp/