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

The AI role-playing service "Abatole," developed and provided by AVITA Inc. (Headquarters: Meguro-ku, Tokyo; President and CEO: Hiroshi Ishiguro; hereinafter referred to as "AVITA"), has been introduced for the training of customer success (CS) personnel at Ululu BPO Inc. (Headquarters: Chuo-ku, Tokyo; President: Yuhei Okegawa; hereinafter referred to as "Ululu BPO"), a wholly-owned subsidiary of Ululu Co., Ltd.

Background of Introduction

Ululu BPO offers "CSer BPO," a service that provides end-to-end support for the CS operations of SaaS businesses, and trains its own CS personnel. However, instructors for CS personnel were spending over 30 hours per month on role-playing for training. To reduce this burden and allocate more time to improving the quality of support, a more efficient training method was sought.

In response to these challenges, "Abatole," which allows for practical experience through repetitive training with AI avatars anytime and anywhere, was introduced.

Expected Effects of Introducing "Abatole"

Improved Training Efficiency: "Abatole" supports repetitive role-playing, with an expected reduction of over 30 hours per month in instructor workload. A cumulative reduction of approximately 280 hours is anticipated over nine months for CS personnel to acquire higher qualifications in Ululu BPO's internal certification system, "CS Kentei."

Standardization of Training Quality: This initiative aims to create a highly reproducible training environment by reducing variations in instruction content and evaluation criteria among instructors. Through stable skill acquisition, the goal is to improve the pass rate for "CS Kentei."

Early Contribution of CS Personnel: By shortening the training period and accelerating skill acquisition, Ululu BPO can support a system that provides high-quality CS personnel resources to client companies at an earlier stage.

Integration into Ululu BPO's Unique Personnel Evaluation System "CS Kentei"

"Abatole" is integrated into Ululu BPO's unique evaluation system, "CS Kentei." Ululu BPO defines CS personnel skills in seven levels within "CS Kentei," and role-playing tasks in "Abatole" are incorporated as a requirement for passing the higher qualification, "Insight Advisor" (a level capable of proposing solutions for latent customer issues).

"Abatole" goes beyond being a mere tool; by being integrated into the company's training and evaluation processes, it contributes to the standardization of personnel education, which tends to become individualized.

About the AI Role-Playing Service "Abatole"

"Abatole" is an AI role-playing service that utilizes avatars and AI to achieve results. By having AI avatars act as customers, role-playing can be conducted repeatedly anytime, anywhere, without burdening the field staff.

After role-playing, the AI automatically provides evaluations and feedback on areas for improvement, allowing users to enhance their skills independently while understanding their own skill levels.

Furthermore, by utilizing performance data such as practice frequency and evaluation scores, it supports the organization of individual課題 (kadai - tasks/challenges), understanding of proficiency levels, and optimization of training plans. This prevents variations in individualized instruction and leads to the organizational sharing and asset creation of training know-how.

It also helps reduce the burden on training staff who previously spent time on role-playing, contributing to the efficiency of training operations for the entire organization.

・Service Introduction Page: https://avita.co.jp/avatar-training

About the Partnered Customer Success Agency Service "CSer BPO"

"CSer BPO" is a partnered CS support service that provides end-to-end support from achieving results in SaaS business CS operations to maximizing LTV (Customer Lifetime Value). Based on the practical know-how cultivated through operating Ululu's SaaS products "NJSS" (monthly churn rate 1.44%) and "fondesk" (monthly churn rate 1.1%), it offers a high-quality operational system through CS-specialized bases in Oita and Fukuoka. It solves issues such as resource shortages and individualization, and builds a highly reproducible CS system that improves the client company's customer experience, even when outsourced.

・Service Introduction Page: https://www.uluru-bpo.jp/cserbpo/

Company Overview

AVITA Inc.

Representative: President and CEO Hiroshi Ishiguro

Officers: Vice President COO/CFO Shogo Nishiguchi, Outside Director Hideshi Hamaguchi

Location: 1-8-1 Shimomeguro, Meguro-ku, Tokyo

Established: June 2021

Business Activities: Development of services utilizing avatars and AI (Avatar Customer Service "AVACOM," AI Role-Playing Service "Abatole"); Marketing support utilizing avatars and AI; Development and provision of Physical AI

URL: https://avita.co.jp/